Complaints
We aim to offer all of our clients an efficient and effective service. We love to celebrate our happy clients but in the event that you are a client of ours and there are aspects of our service which you are unhappy with, please take the matter up with the Conveyancer who has conduct of your transaction in the first instance.
We most sincerely hope that it will not prove necessary for you to implement our complaints procedure. We look forward to working with you to the successful conclusion of your property transaction.
In the event that you are not a client of ours, the appropriate course of action is to take matters up with your legal advisor – we are not able to liaise with you directly under any circumstances.
Complaints Contact Form
We are sorry that you have had to raise a complaint about the service that you have received.
Our aim will always be to resolve client complaints or issues as soon as possible with the objective of allowing your transaction to progress as required.
Please note that we must be given the opportunity to address any service issues internally in the first instance.
Please complete the following Complaints Form and we will respond to you as soon as soon as possible.
Client complaints must be dealt with fully through our three-part internal Complaints Procedure. In the first instance your Conveyancer will look to deal with your issues within 24 hours of the complaint/ issue being raised and will contact you by telephone and email a report to you outlining the way forward. Our objective is to resolve your concerns and to get your transaction back on track without further delay. This is known as our Informal Resolution Stage of our internal Complaints Procedure.
If the above course of action has been exhausted, please escalate your complaint and ask your Conveyancer to deal with the issues you have raised as a formal complaint. At this point your issues will be reviewed by the Client Service Team who will respond to you in writing, and by telephone if appropriate. They will provide you with a review of your transaction, address the issues raised and the proposed resolution within 72 hours. This is known as Stage A of our internal Complaints Procedure.
If you still have cause for concern, then please let us know and a member of our Senior Conveyancing Team will be in contact to discuss your complaint and to look to find a resolution in accordance with the timelines specified in our Complaints Policy. This is known as Stage B of our Internal Complaints Procedure.
Only when our internal complaints procedure as outlined above has been fully exhausted, can this matter be referred for external adjudication. Please note, that the Informal Resolution Stage together with Stage A and Stage B need to be completed before the matter can proceed to external adjudication.
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.
You may only refer a complaint to The Legal Ombudsman within 6 months of the date of our final written response to you confirming that our 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 adjudication currently takes approximately 9 months to process and up to 12 months or over to resolve.
We will do everything possible to resolve issues with you amicably and to move your property transaction forward expeditiously.