Complaints procedure

If you have any 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 are anxious 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 the office and ask for the Team Manager of the case handler dealing with your file.

3 – Once we have received your complaint, the Team Manager 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 not more than 28 days after we 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 complaint.

4 – The assessment of the complaint will be based upon a sufficient and impartial investigation. We will explain in writing our findings and, where the complaint is upheld, will offer remedial action or redress. This will be dealt with promptly.

5 – If you are dissatisfied with any aspect of our handling of your complaint, please feel free to contact Sunita Chauhan– Director.  Sunita can be contacted by contacting our office.  Sunita 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 directly the Legal Ombudsman to ask them to consider the complaint further:

Tel no: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: http://www.legalombudsman.org.uk
Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

7 – Unless it agrees there are good reasons not to do so, the Legal Ombudsman will expect you in the first instance to allow us to consider and respond to your complaint in accordance with the procedure set out above. You can refer your complaint to the Legal Ombudsman up to 6 months after you have received our final written response to your complaint (and within 12 months of you discovering a problem). There are two additional relevant time limits: the Legal Ombudsman will accept complaints up to 6 years from the date of act/omission, or three years from when the complainant should have known about the complaint. The Legal Ombudsman deals with service related complaints only; it will refer any conduct-related complaints it receives to the Council for Licensed Conveyancers.

8 – Alternative complaints bodies (such as ProMediate and Small Claims Mediation) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We do not agree to use such services. 

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