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.


You have a series of rights outlined under Data Protection legislation over how your personal data is used, including erasure in specific circumstances. However, we may not always be able to agree with the exercise of such rights, as often your personal data remains necessary in relation to the purpose for which it was originally collected and processed.

1 What personal information we process The categories of personal data we process include general personal data (which includes normal personal data, personal identity, email addresses and personal financial data) and special categories of personal data if these have been voluntarily provided to us (which includes ethnicity, nationality and medical history).

2 How we use your personal information When your file is open, the personal data is necessary in relation to the purpose For which it was originally intended. We process your personal information to fulfil our contract with you, or where you or we have a legitimate interest in doing so, where otherwise permitted by law, or to comply with applicable law and regulation. We use your personal information for:

2.1 Service provision and internal processing (i.e. to assess and/or provide and to service
your matter).

2.2 Management of
relationship (e.g. to develop your relationship with us).

2.3 Resolving queries.

2.4 Training and service review (e.g. to help us enhance our services and
the quality of those services).

2.5 Statistical analysis (e.g. to help us enhance our products and services
or delivery channels to keep costs down).

2.6 Complying with legal obligations (e.g. to prevent, investigate and
prosecute crime, including fraud and money laundering).

When your matter is completed and / or your file is closed, we may still process your personal information where we have a legitimate interest in doing so, where weare permitted by law, or to comply with applicable laws and regulation.

3 Examples of such instances will include:

3.1 Complying with legal obligations for
statutory and regulatory requirements including for example, HMRC Returns, complaint handling, anti-money
laundering, reporting to our regulatory body – the Solicitors Regulation

3.2 Archiving and Storage of your file for the periods outlined in our Retention Policies –
(Archiving and Storage of personal data is still classed as a processing
activity even though it is not
being regularly accessed and remains securely locked away); and

3.3 Ourlegitimate interests to conduct conflict of interest checks, statistical
analysis and research to help us enhance our products and services.

4 How We Share Your Information - We may share your personal data with a range of organisations which enable us to fulfil our contract with you, or where we have legitimate interests to do so, or otherwise are required by applicable law and regulation. We can provide more details specific to your personal data on request.

You have a right to complain to the Information Commissioner's Office (, which regulates the processing of personal data. You may also seek a judicial remedy.

Contact Details 

Website powered by BT