Complaints Policy

Even in the best-run businesses problems occur from time to time. We believe that the effect of problems can be minimised if those involved communicate at an early stage. The first step if you believe there is a problem is to tell us, as we may be unaware of it. The next step is to discuss it, as a quick and economical solution can often be found if a problem is dealt with early enough.

If there is any aspect of our service or our fees with which you are unhappy, then you should advise Kirsty Claridge in person, by telephone or email or in writing using the contact details on our letterhead as soon as possible, advising the issue at hand, and we will do everything we can to resolve it. If it has not been possible to resolve things satisfactorily in this way, please write to us detailing the specific reasons for your complaint and it will be properly investigated. A response will usually be issued within 7 days, or if this is not possible, then it will be acknowledged within 7 days and a full response issued within 28 days.

If the complaint is not resolved, or you have not received a response within 8 weeks, you can refer a service complaint to the Legal Ombudsman as the provider of the statutory complaints scheme for service complaints. Such complaints relate to the quality of the service you have received and include allegations about delay, failure to provide case progress updates to clients, or issues relating to fees and costs. The Legal Ombudsman can be contacted on 0300 555 0333, or you can email them at enquiries@legalombudsman.org.uk or write to them at PO Box 6806 Wolverhampton WV1 9WJ. Complaints must be referred to the Ombudsman within 6 months of the date of our final written response on your complaint. A complaint must be made to the Legal Ombudsman within 6 years from the date of the act or omission in question or within 3 years from when you should reasonably have known there was a cause for complaint.

Please note that our regulators, The Council for Licenced Conveyancers (CLC) does not operate a general complaints service about CLC regulated persons (us). The CLC can only investigate complaints about the professional conduct of a CLC regulated person/practice. They do not have power to award compensation for poor service or to reduce or refund your legal fees. If you wish to complain about the conduct of a CLC Regulated practice please contact https://www.clc-uk.org/consumers/reporting-problems

Alternative dispute resolution bodies (such as ProMediate (UK) Limited) 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 agree to use ProMediate (UK) Limited of Brow Farm Top Road, Frodsham, WA6 6SP and the timescale for contacting them is twelve months.