Complaints Procedure

We are committed to investigating all complaints promptly in order to determine their validity, cause, effect and the opportunity for future prevention.

In the event that you are not satisfied with the service you have received please raise the issues you have with the Conveyancer who has conduct of your transaction. Should you feel that this course of action is not appropriate, or has been exhausted, please contact our Conveyancing Administrator, Miss Dawn Sullivan by telephoning 01633 261270 or by email at complaints@conveylaw.com.

Upon receipt of your communication we will ascertain the nature and severity of the issues raised and will look to ensure that the issues raised are addressed as quickly as possible. We will look to liaise with your Conveyancer, if appropriate, and review your file of papers quickly in an attempt to resolve the issues raised.

In the event that the above course of action is not appropriate, or has been exhausted, our formal complaints procedure will be instigated.

On receipt of a formal complaint the following procedure will be adopted:

Stage A

Dawn Sullivan will contact you by telephone in order to obtain the details in relation to your complaint and to ascertain what action needs to be taken in order to alleviate the issues of concern immediately, wherever possible.

In the event that the issues cannot be resolved immediately, we will inform you of the Conveyancing Supervisor who will be appointed to assist you in this respect. The Conveyancing Supervisor will either be an experienced Conveyancer, who has not previously had conduct of your file of papers, or a Legal Director within our environment. The Conveyancing Supervisor will be an individual who is qualified to adjudicate your case and deal with the issues raised.

The Conveyancing Supervisor will contact you by telephone in order to obtain full details from you in relation to your complaint. The Conveyancing Supervisor will attempt to make contact with you on the same day that the matter has been escalated to stage A of our complaints procedure. The Conveyancing Supervisor will review your file of papers and discuss the conduct of your case with your Conveyancer, if appropriate. The Conveyancing Supervisor will endeavour to revert to you with a report in relation to our findings within 7 days of the complaint having been escalated. In any event a full report will be provided within a maximum period of 28 days from the date of escalation of the complaint to the Conveyancing Supervisor. In certain circumstances a full report may not be required, should it prove possible for us to deal with your complaint to your satisfaction at this stage.

The Conveyancing Supervisor will attempt to remedy the issues raised and provide you with a verbal update as to the progress that has been made in this respect. The matter will thereafter be referred back to the Conveyancer who has conduct of your file of papers. A different Conveyancer within our environment may be instructed to act on your behalf, in the event that the Conveyancing Supervisor deems this course of action necessary.

Stage B

In the event that the action outlined in stage A above has been extinguished, and you still have cause to complain, the following procedure will be adopted:-

The Conveyancing Supervisor will request that you outline your complaint to us in writing.

The Conveyancing Supervisor will aim, within 3 working days (and in any event no later than 7 working days) of receipt of your written complaint to record your complaint in our Complaint Register; allocate you a Complaint Reference Number and open a separate file for your complaint. The acknowledgement letter will confirm the contact details of the person dealing with the complaint. If necessary, further information in relation to the complaint will be sought.

Within 7 working days of receipt of the written complaint (and in any event no later than 28 working days), the Conveyancing Supervisor will aim to report back to you in writing of the outcome of the investigation of the complaint and providing, wherever possible, suggestions for resolving the matter. You will also be given the opportunity to discuss the complaint with the Conveyancing Supervisor in person or over the telephone.

Stage C

In the event that you are not satisfied with the report provided as detailed in stage B of our complaints procedure, please notify us of your dissatisfaction. In the event that it does not prove possible for us to resolve the issues that you have raised in relation to your complaint at this stage you will be informed, in writing, that the matter has been escalated to a different Conveyancing Supervisor in order to review the conduct of the complaint and the suggested solution to remedy matters. You will be provided with the full contact details of the new Conveyancing Supervisor. The new Conveyancing Supervisor will review your file of papers and your complaint and will look to contact you by telephone with a view to resolving the issues raised. You will be informed of the outcome of this review, in writing, within 7 working days (and in any event no later than 28 working days) of notification of your dissatisfaction.

Stage D

In the event that you are still not satisfied, please notify us of your dissatisfaction in writing. You will be informed, in writing, that the matter will be escalated to a Legal Director for adjudication. An adjudication report will be provided within 7 working days of receipt of confirmation of your continued dissatisfaction (and in any event no later that 28 working days). You will be provided with full contact details for the appointed Legal Director. You will be given the opportunity to meet and discuss the report with the Legal Director.

Stage E

In the event that you are still not satisfied, after having extinguished our internal complaints procedure, you may contact the Legal Ombudsman directly to ask them to consider the complaint further. The contact details for the Legal Ombudsman is as follows: Legal Ombudsman, Baskerville House, Broad Street, Birmingham, B1 2ND.

The Legal Ombudsman will expect you in the first instance to allow us to consider and respond to your complaint in accordance with the procedure set out above. You may refer your complaint to the Legal Ombudsman up to 6 months after you have received our final written response to your complaint (or within 6 months after you have discovered a problem, whichever is latter). You can also refer your complaint to the Legal Ombudsman if we have not resolved your complaint within 8 weeks of receiving your complaint. The Legal Ombudsman deals with service related complaints only and will refer any conduct related complaints it receives to the Council for Licensed Conveyancers.

Conclusion

It is our policy at Convey Law to provide you with a service of the highest possible standard at all times. We will endeavour to resolve your complaint thoroughly and expeditiously and look to provide a pragmatic solution to the issues raised wherever possible.