We are committed to providing a high-quality service to all our clients and therefore we are very sorry if you find yourself having to complain about our service levels. It means something has gone wrong and we therefore need you to tell us about it, so that we can put matters right where appropriate and improve our standards. Rest assured we will do all we can to ensure matters are fully resolved to your satisfaction as soon as possible.
Our complaints procedure
If you have a complaint, please contact Rose Davis, the Director responsible for client care. If the complaint is about Rose Davis please address your concerns to Sherrie Powell. Both can be contacted at 19 Union Street, Bingham, Nottingham NG13 8AD. They can be emailed on [email protected] and [email protected] Alternatively please contact us by telephone on 0115 855 7918.
Below we outline the timescales which will be applied to any formal complaint received from you.
If we are required to change any of the timescales set out below, we will let you know in advance and explain why.
What will happen next?
- We will send a letter to you acknowledging your complaint within two working days of receiving it. If it seems appropriate, we may ask you to clarify or explain further details about the complaint and we may or may not suggest a meeting at this stage.
- Rose Davis or Sherrie Powell will then investigate your complaint, examining the relevant file and speaking with members of staff as appropriate.
- If appropriate, Rose Davis or Sherrie Powell will then invite you to meet personally or to arrange a telephone meeting for us to discuss and hopefully resolve your complaint. We should be in a position to do this no longer than fourteen days after first receiving your complaint.
- Within two working days of that discussion Rose Davis or Sherrie Powell will write to you to confirm what took place and any suggestions we have made or solutions that have been agreed with you regarding your complaint.
- If you would prefer not to meet, or if it is not practical or appropriate, or if we cannot arrange a meeting within an acceptable timescale, Rose Davis or Sherrie Powell will instead write out to you to fully set out our views on the complaint and make suggestions on how we propose to resolve it. Again, we should be able to do this within fourteen days of receiving your complaint.
- We hope that matters will have been resolved at this stage, however, if you are still not satisfied, please contact us again to explain why you remain unhappy with our response and we will then consider your comments. Depending on the matter we may at this stage arrange for another person to review the decisions we have made.
- We will write out to you again within fourteen days of the receipt of your letter confirming why you are not happy with our response to your complaint. In our letter we will set out our final position on your complaint and explain our reasons for that decision.
- If you are still not satisfied with our response, you may then contact the Legal Ombudsman by post at PO Box 6167, Slough SL1 0EH or by telephone on Tel: 0300 555 0333 or by email to [email protected]. Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. Further information and guidance is available on the Legal Ombudsman’s website at legalombudsman.org.uk
- Disputes may also be referred to an Alternative Dispute Resolution entity which has been certified under the EU Consumer ADR Directive namely the Ombudsman Services, ProMediate and Small Claims Mediation. We agree to use any of these Schemes.
- 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 able to claim from the Compensation Fund administered by the Council for Licensed Conveyancers.