Client care
Complaints procedure
We want to give you the best possible service. If at any point you become unhappy or concerned about the service we have provided, tell us immediately so that we can put it right.
Our complaints policy
Tell us and we will look into it
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns, and we will do our best to resolve any issues at this stage. We are always happy to discuss any issues you have, either formally or informally.
If you would like us to consider a formal complaint, please contact us with the details. We have up to eight weeks to consider your complaint. If we have not resolved it within this time, you may forward your complaint to the Legal Ombudsman.
You will not be charged for your complaint, and making a complaint will not affect how we handle your case. If your complaint relates to an existing case we are assisting you with, we will tell you how much disruption, if any, the complaint may cause to your case.
What happens next
How we handle your complaint
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We acknowledge it
We will send you a letter acknowledging receipt of your complaint within seven days, enclosing a copy of this procedure and asking you for the full details.
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We investigate
Your complaint will normally pass to our client care Director, Harriet Hawkins, who will review your matter file and speak to the member of staff who acted for you. If your complaint is against Harriet Hawkins, the investigation will be conducted by Richard Todd, Director.
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We meet you
You will be invited to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.
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We confirm in writing
Within seven days of the meeting, the investigating Director will write to confirm what took place and any solutions agreed with you. If you do not want a meeting, or one is not possible, you will receive a detailed written reply within 21 days of the acknowledgement letter.
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An independent review
If you are still not satisfied, contact us again and we will arrange for someone unconnected with the matter to review the decision, or offer an alternative such as mediation. We will write to you within 14 days of your request, confirming our final position and explaining our reasons.
If we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently, and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint, and
- No more than six years from the date of the act or omission, or
- No more than three years from when you should reasonably have known there was cause for complaint.
Legal Ombudsman
Visit www.legalombudsman.org.uk
Call 0300 555 0333, between 9am and 5pm
Email enquiries@legalombudsman.org.uk
Write to Legal Ombudsman, Edward House, Quay Place, Birmingham B1 2RA
The Council for Licensed Conveyancers
The Council for Licensed Conveyancers (CLC) can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability or another characteristic. You can raise your concerns directly with the CLC.
Speak to us first
Most concerns are resolved quickly by talking to the person handling your file. Call the office and we will put you through.
Monday to Friday, 9am to 5pm