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.

1. 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.
2. We aim to resolve any complaint you have about the service we have given you as quickly as possible. If you are unable to sort things out with the person who has been dealing with you, please contact Larry Walker on 01274 452104, option 1, write to him at our office or email
3. Once your complaint is received, Larry Walker will contact you within 7 days to explain how your complaint will be investigated. If Larry Walker is away from the office for a longer period, a senior member of staff will contact you. If a complete response to your complaint by that time, you will be told the latest date by which a complete answer will be given. This will not be more than 28 days from receipt of the complaint. If you have made the complaint verbally, we will set out in our full response our understanding of the nature of your complaint.
4. The assessment of the complaint will be based upon a sufficient and fair investigation. We will explain in writing our findings and where the complaint is upheld will offer remedial action or redress. This will be actioned promptly.
5. If, after following the review process, you remain dissatisfied with any aspect of our handling of the complaint, you may contact the Legal Ombudsman and ask them to consider the complaint further:

Telephone number: 0300 555 0333

Email: mailto://

Legal Ombudsman
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 procedures set out 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 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.

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