It’s important to us that you receive a great service

Along with our promise to always be independent and transparent, we want to give you the best possible service. Be it upscaling or down sizing, for the first time, a buy-to-let, a hideaway or holiday home, for all:

• residential sales and purchases
• remortgages and equity release
• buy to let transactions
• freehold and leasehold requirements

We will always provide FREE quotations and FIXED FEES for your complete peace of mind.

However, if at any point you become unhappy or concerned about our services, then please inform us immediately, so that we can do our best to resolve the problem.

If you have a problem with our services and making a complaint

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our Complaints Procedure set out in full below. Please be assured, making a complaint will not affect how we handle your case.

1. If you wish to make a formal complaint:

1.1 You can contact us in writing (by letter or email) or by telephone.

1.2 In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you do not feel able to discuss your concerns with them, please contact the person responsible for the overall supervision of your matter, who will be named in the client care letter we sent you at the beginning of your matter.

1.3 To help us understand your complaint, and in order that we do not miss anything, please tell us:

• • your full name and contact details;
  • what you think we have got wrong;
  • how you would like your complaint to be resolved; and
  • your file reference number (if you have it).

1.4 If you require any help in making your complaint we will try to help you.

     2. How will you deal with my complaint?

2.1 We will write to you within four working days acknowledging your complaint, enclosing a copy of this policy.

2.2 We will investigate your complaint. This will usually involve:

• • reviewing your complaint;
  • reviewing your file(s) and other relevant documents; and
  • liaising with the person who dealt with your matter.

2.3 We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.

2.4 We will update you on the progress of your complaint at appropriate times.

2.5 We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you by telephone.

2.6 We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

• Within six months of receiving our final response to your complaint and
• No more than one year from the date of the act or omission being complained about; or
• No more than one year from the date when you should reasonably have known that there was cause for complaint.

For more information about the Legal Ombudsman contact:

www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Please visit their website to see how you can raise your concerns about a solicitor with the Solicitors Regulation Authority.

Follow the links to read our Terms and Conditions and Website Privacy and Website Usage policies.