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Complaints Policy

COMPLAINTS 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 either Ian Richardson or Victoria Horan. Once we have received your complaint, Ian Richardson or Victoria Horan will write to you within 7 days to explain how your complaint will be investigated if a complete response to your complaint has not been made by that time. You will be told the latest date by which a complete answer will be given to your complaint (this should not be more that 28 days after we received your complaint).

If you have made the complaint verbally- either at a meeting or on the telephone – we will set out in our full response our understanding of the nature of your complaint. 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. If you are dissatisfied with any aspect of our handling of your complaint, please feel free to contact another Director of the firm who will conduct a separate review of your complaint.

You will be told about the conclusion of this review within 28 days. If after following the review process you remain dissatisfied with any aspect of our handling of your complaint, you may contact directly the Legal Ombudsman to ask them to consider the complaint further:

Telephone number: 0300 555 0333;
e-mail: enquiries@legalombudsman.org.uk;
website: www.legalombudsman.org.uk;
address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Unless it agreed that 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 three 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. Alternative complaints bodies exist under the EU Consumer ADR 2015.

The current ADR entities available to deal with disputes in the legal sector are:

Ombudsman Services (www.ombudsman-services.org),  ProMediate (www.promediate.co.uk); Small Claims Mediattion (www.small-claims-mediation.co.uk) (“Alternative Complaints Bodies”)

We do not currently agree to use the Alternative Complaints Bodies If we are unable to resolve your complaint, and it relates to a contract we entered into online or by other electronic means, you may also be able to use the ODR platform established by The European Commission for resolving complaints (Art. 14 of EU Regulation No 524/2013) and submit your complaint to a certified alternative dispute resolution (ADR) provider in the UK.

The ODR platform is an interactive website offering a single point of entry for disputes between consumers and traders relating to online contracts. The ODR platform can be found at: http://ec.europa.eu/consumers/odr/

If you make a valid claim against us for a loss arising out of work for which we are legally responsible, and we are unable to meet our liability in full, you may be entitled to claim from the Compensation Fund administered by the Council for Licensed Conveyancers (from whom details can be obtained)

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