Our Complaints Policy

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 services.

A complaint means an oral or written expression of dissatisfaction made to us. If you have any concerns about the way in matter your matter is being handled or are unhappy with any aspect of our service or the fees you have been charged, in the first instance you should raise your concerns with the individual who is handling your case. In many cases the individual who is handling your case will be able to resolve your concerns quickly and efficiently.

If you feel that your concerns have not been dealt with to your satisfaction please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

What will happen next?

We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. The Head of Conveyancing will deal with your complaint in the way they consider to be appropriate in the circumstances. The board of directors will have overall responsibility for complaints
The complaint handler will then invite you to a meeting to discuss and hopefully resolve your complaint. If you prefer to discuss the complaint over the telephone instead, this can be arranged. This will be done within 14 days of sending you the acknowledgement letter.
Within three days of the meeting, the complaint handler will write to you to confirm what took place and any solutions agreed with you.
If you do not want a meeting or to discuss your complaint over the telephone, a detailed response will be sent to you which include the complaint handler’s suggestions for resolving the matter. This will be done within 21 days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter to review the decision.
We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
If you remain unhappy with our response then you can refer your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act, who can investigate complaints about the legal service you have received from us. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. The Legal Ombudsman’s contact details are: – Telephone: 0300 555 0333 Minicom: 0300 555 1777 Website: www.legalombudsman.org.uk Email: [email protected] Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
Alternative complaints resolution bodies exist which provide Alternative Dispute Resolution (ADR) services relating to complaints about legal services, and can be used where we agree to use such a scheme at the end of our internal complaints process. We believe that the Legal Ombudsman Scheme is the most suitable organisation for the resolution of legal complaints and we therefore do not agree to use, and have chosen not to adopt, an ADR service
If you are concerned about our behaviour, for example if you believe we have been dishonest, taken or mishandled your money, or treated you unfairly, you can raise your concerns directly with the Solicitors Regulation Authority (SRA). The SRA does not deal with complaints about the standard of service (these are dealt with by the Legal Ombudsman, as above), but they can take regulatory action where a solicitor or firm has breached professional rules. You can find out how to raise your concerns with the SRA by visiting:https://www.sra.org.uk/consumers/problems/report-solicitor/