We shall endeavour to keep you fully informed as your matter progresses, tell you what action is being taken and of the progress made and aim to provide a first-class, efficient and friendly service.
However, we recognise that occasionally a client, rightly or wrongly, may feel dissatisfied with the way that a case has been handled. If that is the case, please raise the matter initially with the fee earner handling your case and they will try and resolve the matter with you.
Thereafter if you remain dissatisfied you can refer your complaint to their supervisory officer.
We will look to provide to you an initial response within 48 hours from the complaint being received and seek (where possible) to provide a full response within 14 days.
If you remain dissatisfied after all of the above steps have been taken, then you have the right to complain to the Legal Ombudsman. (http://www.legalombudsman.org.uk).
Telephone: 0300 555 0333 between 9am to 5pm.
Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint and within one year of the act or omission about which you are complaining occurring (or, if outside this period, within one year of when you should reasonably have been aware of it). Further details are available on the Legal Ombudsman’s website at https://www.legalombudsman.org.uk/
Additionally, as we are members of the Association of International Property Professionals (AIPP) you can also raise a complaint to them if you feel that we have breached their Code of Conduct. The AIPP won’t look at your complaint if you have already complained to the Legal Ombudsman.