The Company is committed to providing a professional, efficient and courteous service to all our clients. If you feel that we have failed to achieve an acceptable standard of service we want you to tell us. We regard it as an opportunity to monitor and improve our quality of service. We will investigate your concerns objectively and try to generate a positive and speedy solution.
Any expression of dissatisfaction about the service, the level of our fees, or with the way in which we have dealt with any job (whether or not you are the client) will be considered seriously and we will ensure that we respond promptly to any complaint.
Please make us aware following the procedure below.
In the first instance you should contact the Licensed Conveyancer or fee earner dealing with your case. This is usually the person named in the initial letter we sent to you at the start of your matter. You can do this either by telephone, in writing or by email. I most cases, the person dealing with your case will be able to resolve your concerns immediately.
In the event that your complaint cannot be resolved by the Conveyancer or fee earner dealing with your case, then you should write to Lee Gaddes, our Managing Director, to explain why you remain unhappy with the service provided and he will review your complaint. Our Managing Director Lee Gaddes can be contacted St. George’s House 7 St. George’s Square Huddersfield HD1 1LA. If there are any circumstances which make it difficult for you to make a complaint in writing, please call our Managing Director on 01484 45166 and they will do all they can to assist you.
Upon receiving your written complaint, our Managing Director, will acknowledge your complaint within 5 working days and provide you with a copy of our complaints procedure. The Managing Director will consider your complaint and carry out an investigation and will endeavour to provide a proposed solution within 14 days. If the matter is complex and it takes longer to deal with your complaint, we will contact you within 10 business days to give you an approximate timescale of when you can expect a response. If we believe it would be helpful, we may suggest a meeting, our Managing Director will in any event respond to your complaint in writing within 28 days of receiving your written complaint.
If, following investigation by the Managing Director, you remain dissatisfied with the response then your complaint will be referred to our Client Care Manager at St. George’s House 7 St. George’s Square Huddersfield HD1 1LA. The Client Care Manager will ensure that your complaint about the service provided by The Company Licensed Conveyancers is carefully examined and resolved as quickly as possible. The Client Care Manager will write to you within 28 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
Referral to the Legal Ombudsman
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.
The Legal Ombudsman’s contact details are as follows:
Telephone: 0300 555 0333
From overseas: +44 121 245 3050
Minicom: 0300 555 1777
PO Box 6806
Unless it agrees there are good reasons not to do so, the Legal Ombudsman will expect you to allow us to consider and respond to your complaint in accordance with the procedure set out above in the first instance. However, should you remain dissatisfied you can refer your complaint up to 6 months after you have received our final written response to your complaint. You can also use the Ombudsman service if we have not resolved your complaint within 8 weeks of us first receiving your complaint in writing. A complaint can be referred to the Legal Ombudsman up to six years from the date of the act or omission or up to 3 years after discovering a problem. The ombudsman deals with service-related complaints; any conduct-related complaints will be referred to the Council for Licensed Conveyancers.
Alternative complaints bodies such as Ombudsman Services www.legalombudsman.org.uk exist to deal with complaints about legal services should both you and our firm wish to use such a scheme.