External Escalation Request
Prior to escalating your complaint externally for adjudication please note the following:
Only when the Convey Law internal Complaints Procedure has been fully exhausted can this matter be referred for external adjudication.
The Convey Law internal Complaints Procedure is a three-part process, and you must have written confirmation from Convey Law that their internal complaints process is at an end before escalating this matter for external adjudication.
External adjudication currently takes approximately 9 months to process and up to 12 months or over to resolve.
You may only refer a complaint to The Legal Ombudsman within 6 months of the date of the Convey Law final written response to you confirming that their internal Complaints Procedure is at an end and this must also be within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern.
External Escalation Request Form
A copy of our complaints procedure can be found here.
In the event that you are not satisfied, after having extinguished our internal complaints procedure, you may refer your concerns to The Legal Ombudsman after an eight week period.
The Legal Ombudsman will not deal with your complaint until such time as our internal complaints procedure has been fully extinguished.
Please also note that you are required to refer any complaint to The Legal Ombudsman within 6 months of the date of our final written response to you. This must also be within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern.
Please note that complaints addressed to the Legal Ombudsman are currently taking approximately nine months to acknowledge and over twelve months to conclude.
The address for The Legal Ombudsman is:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
We would also draw your attention to your right to seek redress under the Online Dispute Resolution guidelines. Further information can be found about the Online Dispute Resolution procedure at RICS