CUSTOMER SERVICE INFORMATION
We hope to provide you with a service that you will be happy to
recommend to others.
Your case manager will do his or her best to ensure that your transaction
is conducted efficiently, that your calls are dealt with promptly and that
you are kept properly informed about the progress of your matter. He or
she will work hard to ensure that your best interests are protected
throughout the transaction.
What if things go wrong?
Occasionally, despite our best intentions, we do understand that things
can go wrong. If you feel that you are not receiving the service you
expect, we would ask that you immediately raise this with your case
manager if you can.
Alternatively, or if you are not satisfied that your issue has been resolved,
please contact the Team Manager whose name will have been provided
to you in writing at the outset of the matter, or either Marion Palmann
(Director) or Chris Pirie (Director) on 01733 427799. It is helpful to have
your complaint in writing (letter or email) wherever possible but you may
also contact us by telephone if that is more convenient.
To ensure impartiality and objectivity, your complaint will be investigated
by a senior member of staff who has not been involved in the conduct of
What happens next?
Once we have received your complaint we will acknowledge it in writing
within 7 days, setting out clearly the issue that we understand you
require us to investigate, and will at that time advise you of the date
when we expect to be able to respond in full. This date will normally be
not later than 28 days from when we received your complaint.
Occasionally there might be special circumstances that make it unlikely
that we shall be able to respond fully within that period and if that is the
case we will explain the reasons to you. Where any delays arise in the
investigation we will advise you in writing and keep you informed of any
revised expected date of our full response.
What if I am still not satisfied with the outcome?
If you are dissatisfied with our handling of your complaint and would like
us to review the way we have dealt with it, we offer you the right to
request that a Director (or a different Director) be asked to carry out a
review of the response to your complaint. If you wish us to do so, please
ask us in writing. We will then advise you of the outcome of that review
within 14 days.
You have the right to contact the Legal Ombudsman to request that they
consider the complaint further where you remain dissatisfied with any
aspect of our handling of your complaint:-
Telephone: 0300 5550333
Address: Legal Ombudsman,
PO Box 6806,
Wolverhampton WV1 9WJ
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. We have eight weeks to consider your complaint. If we have not
resolved it within this time you may complain to the Legal Ombudsman.
Normally, you will need to bring a complaint to the Legal Ombudsman
within 6 months of receiving a final written response from us about your
complaint or within six years of the act or omission about which you are
complaining (or if outside of this period, within three years of when you
should reasonably have been aware of it).
The Legal Ombudsman deals with service-related complaints only; it will
refer any conduct-related complaints it receives to the Council for
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 from the Compensation Fund administered by the Council for Licensed Conveyancers (from whom details can be obtained).