Publicised Contact Details for Complaints:
We are committed to minimising the need for anyone to make a complaint, however we appreciate that from time to time circumstances arise which can result in service related issues and we strive to deal with any such issues in a quick and professional manner.
Our clients have the right to make a complaint should they feel that they are dissatisfied with any aspect of the service received.
We take complaints very seriously and will take all reasonable steps to deal with that complaint in a fair and efficient way.
All complaints will be acknowledged and responded to in a timely manner.
We will take all possible steps to deal with any complaint and bring it to a satisfactory conclusion.
A record will be kept of all complaints in order to enable us to review and address any systematic issues and improve service levels.
Our standard client care documentation and our website set out all information which should be provided to clients in the event that they wish to make a complaint.
Written complaints may be sent to Rebecca Bradshaw or by e-mail at: firstname.lastname@example.org
If the complaint relates to one of the directors then another director will be responsible for handling the complaint.
Making a Complaint:
Complaints should be provided in writing (or by email) to the director at the aforementioned address. However, in extenuating circumstances or time critical situations it will be acceptable to make a complaint verbally.
The complaint should state “complaint” in the heading or subject line.
The complaint should detail the specific issues which have caused dissatisfaction.
We will send a written or emailed acknowledgement to the complainant within 2 working days.
If insufficient detail is provided in the complaint we will contact the complainant to obtain further details within 2 working days.
Once full details of the complaint have been obtained an investigation will be undertaken. We will review the file to ascertain all the surrounding circumstances which have given rise the complaint and provide a formal response within 10 working days.
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.
Whether or not the complaint has been resolved, the complaint information should be passed to a director at the earliest possible opportunity or in any event within 3 working days.
On receiving the complaint, a director records it in the complaints log. If it has not already been resolved, they investigate it and will take appropriate action.
If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
Complaints should be acknowledged by the person handling the complaint within 3 working days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.
Ideally complainants should receive a definitive reply within 10 working days. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
In the event that we are unable to resolve a complaint to our client’s satisfaction they are free to ask the Legal Ombudsman to consider the complaint further:
Tel no: 0300 555 0333
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 procedure 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 six 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.
Disputes may also be referred to an Alternative Dispute Resolution entity which has been certified under the EU Consumer ADR Directive namely the Ombudsman Services, Pro-Mediate and Small Claims Mediation.
The ICAEW administers a Compensation Fund on behalf of the profession. You can apply for compensation if you have suffered an actual loss of money or of monetary value arising out of work for which the ICAEW regulated Practice is legally responsible and if the Practice is unable to meet its liability in full.