Complaints Procedure

We aim to provide clients with a quality, efficient and effective service. If at any time clients are dissatisfied with any aspect of the service we are providing they should not hesitate to bring their concern to our attention.

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 our client care officer, Susan Lowe.

Once we have received your complaint, our client care officer will write to you within 7 days to explain how your complaint will be investigated if a complete response to your complaint has not yet 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.

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.

If you are dissatisfied with any aspect of our handling of your complaint, please feel free to contact Luke Riley, who will conduct a separate review of your complaint. You will be told about the conclusion of this review within 28 days. If after following the review process you remain dissatisfied with any aspect of our handling of your complaint, you may directly the Legal Ombudsman to ask them to consider the complaint further: See below for contact details.

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 the compensation fund administered by the Council For Licensed Conveyancers from whom details can be obtained.

Legal Ombudsman
Tel no: 0300 555 0333
Email: or

Legal Ombudsman
Legal Ombudsman
PO Box 6806

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 (or within 6 months after you have discovered a problem, whichever is later).

You can also refer your complaint to the Legal Ombudsman if we have not resolved your complaint within 8 weeks after we have received it. The Legal Ombudsman deals with service related complaint only; it will refer any conduct related complaints it receives to the relevant governing body. A complaint can be referred to the Legal Ombudsman up to six years from the date of the act or omission or up to three years after discovering a problem.

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.