Rhodes & Walker Conveyancing Logo
Rhodes & Walker Conveyancing Logo

RESIDENTIAL CONVEYANCING SERVICES

DEVERE HOUSE OFFICE

Chamber Hub, Devere House

  62 Vicar Lane, Bradford

BD1 5AH

call Us: 01274 452 104

MORLEY OFFICE

Unit 11 Cliffe Park Way

Morley, Leeds

 LS27 0RY

Call Us: 0113 322 5333

RHODES & WALKER

Complaints Procedure

If you have any complaint about the way in which your matter has been dealt with, this is the procedure which will be followed.

COMPLAINTS HANDLING PROCEDURE

We commit to providing high standards of customer care however, we do appreciate that sometimes things can go wrong. If you do have a complaint, we do ask you to let us know so that we may have the opportunity to resolve the issue for you and learn from it. Please be aware that we take complaints of any nature very seriously.

DEALING WITH YOUR COMPLAINT

A complaint is an oral or written expression of dissatisfaction, which alleges that the complainant has suffered, or may suffer, financial loss, distress, inconvenience or detriment.

LOGGING YOUR COMPLAINT

In the first instance, we would ask that you raise your complaint verbally with the person that you have been dealing with to seek a quick resolution.

If you are unable to resolve your concerns informally with the person that you have been dealing with, please place your complaint in writing and e-mail to correspondence@rhodeswalker.co.uk


  • We will acknowledge all complaints by e-mail within 2 working days of receipt to advise how your complaint will be handled 
  • We aim to respond fully within a further 10 days, this may be via telephone in the first instance but please note that all complaints will be closed out in writing via e-mail
  • If your complaint requires further investigation we will advise you of such and ensure that a final response is received in writing within 28 days of receipt of the original complaint


Following any investigation, if a complaint is upheld, we will consider prompt remedial action or redress and advise you accordingly along with expected timescales for closure.


Please note:

All complaints sent via e-mail will be reviewed by a senior member of the team in the first instance. Our board of directors regularly review all formal complaints so we may amend our procedures where necessary and continue to improve the service we deliver to all our Customers.


If, after following the review process, you remain dissatisfied with any aspect of our handling of your complaint, you may contact the Legal Ombudsman to ask them to consider your complaint further.


Legal Ombudsman Contact Details

Telephone Number – 0300 555 0333

E-Mail Address – enquiries@legalombudsman.org.uk

Address – PO Box 6806, Wolverhampton, WV 9WJ


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 procedures set out about above, in the first instance. 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 receiving it. A complaint can be referred to the Legal Ombudsman up to 6 years from the date of the act or omission or up to 1 year after discovering a problem.  You can also use the Ombudsman service if we have not resolved your complaint within 8 weeks of us receiving it. The Legal Ombudsman deals with service related complaints. Any conduct related complaints will be referred to the CLC Council for Licenced Conveyancers.

Share by: