Our complaints policy
We are committed to providing a high quality conveyancing service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards. If you wish to make a formal complaint, then this procedure explains how we will deal with this.
Our complaints procedure
In the first instance it may be helpful to contact the individual who is working on your case to discuss any concerns. That individual, or their Team Manager, will do their best to resolve any issues. The Team Manager responsible for supervision will be noted in our initial engagement letter to you.
If you do not feel able to raise your concerns with either of these people, or if you are unsatisfied with their response, then please contact Gary Tyman who has overall responsibility for complaints, who can be contacted by telephone on 01522 503589, email firstname.lastname@example.org or by post at Home Property Lawyers, Olympic House, 995 Doddington Road, Lincoln, LN6 3SE. You can contact us in writing or by telephone. To help us understand your complaint, and in order that we do not miss anything, please do tell us:
1. Your full name and contact details;
2. What you think we have got wrong;
3. How you would like your complaint to be resolved; and
4. Your file reference number (if you have this).
Gary will discuss the case with the members of staff concerned and if we have to change any of the timescales set out below we will let you know and explain why.
We will not charge you for handling your complaint.
Objecting to our bill
You have a right to object to our bill by raising it with us, or, if your concerns remain unresolved, by escalating this to the Legal Ombudsman. In addition, you may have a right to apply to the Court for an assessment of our bill under Part III of the Solicitors Act 1974 BUT if you exercise this right, it will preclude a complaint to the Legal Ombudsman.
It is important to be aware that, where outstanding monies are due to us, they will be recovered in the normal way and in the normal time frames, in accordance with our terms and conditions of business. This will progress entirely separately from, and notwithstanding, the investigation of your complaint. Please be assured that, in the event that your complaint is upheld (either through our complaints procedure or via the Legal Ombudsman), any necessary refund fees will be made upon conclusion of your complaint. This is explained in our engagement letter and terms and conditions of business.
What will happen next?
- Once a complaint is received, we will send you a letter of acknowledgement within two working days, enclosing a copy of this policy. We may ask you for further details of your complaint in order that we can properly understand and respond to it. If you have raised your complaint by telephone, we will summarise our understanding of the issues in our acknowledgement.
- We will investigate your complaint. This is likely to involve discussing the matter with the members of staff who acted for you and reviewing the documents and correspondence contained in your file.
- We may, if appropriate, arrange a telephone call or invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or are unable to. If we intend to discuss your complaint by telephone, we would hope to do this within 14 days of receipt of your complaint.
- We will update you on the progress of your complaint at appropriate intervals.
- We may call you to discuss your complaint. We hope this will resolve the complaint. We would hope to call you no longer than 14 days after first receiving your complaint.
- If we have a discussion with you regarding your complaint, we will confirm our discussions in writing within 5 working days of the call. We will then investigate the complaint that you have raised. This will involve an objective review of the file for your matter, and discussions with the member of staff who provided the service to you.
- We will then provide our final response to your complaint in writing, and this may include proposals to resolve your complaint. We will provide this final response within eight weeks of the date upon which we received sufficient details of your complaint to enable us to fully investigate.
- In the unlikely event that we cannot complete our investigations within this timescale, we will let you know and explain the reasons for any extension.
- Our final written response will be the conclusion of our complaints procedure. After you have received our final written response, in the unlikely event that you feel that your complaint has not been resolved, you may be entitled to refer your complaint to the Legal Ombudsman. Their service is free of charge. This applies if you are an individual, a business with fewer than 10 employees and turnover or assets not exceeding a certain threshold, a charity or trust with a net income of less than £1m, or if you fall within certain other categories (you can find out more from the Legal Ombudsman). The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your matter.
- Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
(a) Within six months of receiving a final response to your complaint; and
(b) No more than six years from the date of act or omission or no more than three years from when you should reasonably have known there was cause for complaint.
- Contact details for the Legal Ombudsman are as follows:
Telephone: 0300 555 0333
Address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
- Alternative dispute resolution (ADR) bodies exist which are competent to deal with complaints should both you and our film wish to use such a Scheme (such as Small Claims Mediation or ProMediate). We have, however, chose not to adopt an ADR process. If, therefore, you wish to complain further you should contact the Legal Ombudsman
- The Solicitors Regulation Authority can help if you are concerned about our behaviour. They can be contacted by post at The Cube, 199 Wharfside Street, Birmingham, B1 1RN, by telephone 0370 606 2555 or via their website: www.sra.org.uk.