We hope that you never have cause for complaint, however if something does go wrong, we need you to tell us. We are committed to providing high quality legal services to all our clients and dealing effectively with any concerns is part of that service.
In the first instance, we ask that you speak to the person dealing with your matter and who’s details will be found in your engagement letter, as we may be able to resolve matters quickly and informally.
If you are not satisfied with our response or feel a more formal route is needed this is the procedure to follow.
We aim to resolve any complaint you have about the service we have given you, as quickly as possible and there is no charge for doing so.
Write to Sarah Clark, Partner outlining your complaint to Mallan House, Hexham, NE46 4DQ or email email@example.com. Your complaint doesn't have to be in writing. If you complain by telephone or in person, you should keep a note of what was said.
Once we have received your complaint Sarah Clark will write to you within 2 working days to:
Sarah Clark will investigate the complaint, review your file and speak to the member of staff who acted for you. He will send you a detailed written reply to your complaint, including his suggestions for resolving the matter.
If you are dissatisfied with the way your complaint is handled, please let Sarah Clark know in writing and another partner of the firm will conduct a separate review of your complaint You will be told about the conclusion of this review within 28 days.
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.
If, after following our Complaints Procedure, you remain dissatisfied you may contact the Legal Ombudsman to ask him to consider the complaint further:
Telephone Number: 0300 555 0333
Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
Unless he 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.
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
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 the Ombudsman Services - https://www.ombudsman-services.org) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We agree to use the Ombudsman Services.
It is a fundamental objective of the Council for Licensed Conveyancers’ Code of Conduct to deal with regulations and ombudsmen in an open and co-operative way, and in the best interest of clients.
Last Updated: Jan 05, 2024