Complaints Procedure

COMPLAINTS POLICY

We strive to deliver a high quality Conveyancing service to all our clients and sincerely hope the question will never arise, but if something goes wrong we need you to tell us about it.

If you have reason to complain, please mention it firstly to the person dealing with your file, this is likely to be Natasha Adams or Lea Atkinson.  If you are still unhappy you can formally refer the complaint to the senior partner Joanna Verrico with the details of the name of the person who is or was dealing with your file.   In total, we have eight weeks to investigate and consider your complaint and, if we have not resolved it within this time, you may complain to the Legal Ombudsman.

COMPLAINTS PROCEDURE

• We will acknowledge receipt of your complaint within seven days of receiving it.
• A senior partner will then investigate your complaint, review your file and speak to the case handler who acted for you.
• You will be invited to attend a meeting to discuss and hopefully resolve your complaint within 14 days of our acknowledgement letter.
• Within 5 days of the meeting you will receive a letter confirming the outcome of the meeting.
• If you decline the invitation to a meeting a senior person will send to you a detailed written reply to your complaint within 21 days of sending you the acknowledgement letter.
• If you are still not satisfied, you should contact us again and we will arrange for an independent consultant to review the matter.
• We will write to you again within 14 days of such review confirming our final position on your complaint and explaining our reasons.
• If you are still not satisfied, you can then contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ. Email: enquiries@legalombudsman.org.uk.
• You can refer your complaint up to 6 months after you have received our final written response to your complaint.  You can also use the Ombudsman service if we have not resolved your complaint within 8 weeks of us receiving it.   A complaint can be referred to the Legal Ombudsman up to six years from the date of the act or omission or up to 3 years after discovering a problem.  The ombudsman deals with service-related complaints, any conduct-related complaints will be referred to the Council for Licensed Conveyancers.
• If you make a valid claim against us for a loss arising out of work for which we are legally responsible, and we are unable to meet our liability in full, you may be entitled to claim from the Compensation Fund administered by the Council for Licensed Conveyancers.