Complaints Procedure

If you have a complaint about the way in which your matter has been dealt with this is the procedure which will be followed :-

1. A complaint is an oral or written expressions of dissatisfaction which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience, or detriment.
    
2. We aim to resolve any complaint you have about the service we have given you as quickly as possible.If you are unable to sort things out with the person who has been dealing with you please contact Joanne Kitcher on 02392 556685 or via email on [email protected] – if you are unable to sort out things with Joanne, please let her know and she will ask Sharon Hall who can be contacted on 02392 556685 or via email on [email protected] who will look in to the complaint for me.
    
3. Once we have received your complaint, Joanne Kitcher will write to you within 7 days to explain how your complaint will be investigated if a complete response to your complaint has not been made by that time.You will be told the latest date by which a complete answer will be given to your complaint (this should be no more than 28 days after we have received your complaint).If you have made the complaint verbally – either at a meeting or on the telephone – we will set out in our full response our understanding of the nature of your complain.
    
4. The assessment of your complaint will be based upon sufficient and fair investigation.We will explain in writing our findings and where the complaint is upheld will offer remedial action or redress.This will be actioned promptly.
    
5. If you are dissatisfied with andy aspect of our handing of your complaint, please feel let me know in writing and I shall ask Sharon Hall who can be contacted on 02392 556685 or via email on [email protected] who will conduct a separate review of your complaint.  You will be told about the conclusion of this review within 28 days.
    
6. If after following the review process you remain dissatisfied with any aspect of our handling of your complaint, you may contact the Legal Ombudsman to ask them to consider the complaint further :-
   
   Tel no: 0300 555 0333
   Email: [email protected]  
   Website: http://www.legalombudsman.org.uk
   
   Legal Ombudsman 
   PO Box 6806
   Wolverhampton
   WV1 9WJ
   
   Unless it agrees there are good reasons do not do so, the Legal Ombudsman will expect you to allow us to consider and respond to your complaint in accordance with the procedure set out above in the first instance.  You can refer you 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 the problem.  The Ombudsman deals with service related complaints, any conduct related complaints will be referred to the Council for Licensed Conveyancers.
    
7. Alternative complaints bodies (such as Ombudsman Services) existing which are competent to deal with complaints about legal services should both you and our firm which to use such a scheme.
    
8. We do not agree to use the Ombudsman Service