what to do if you are dissatisfied with our service

What to do if you are dissatisfied with our service:

• Tell us if you feel you are not receiving the service you hoped for. We want to know if you are dissatisfied. We can try to put it right, and will look into it promptly and thoroughly.

• Mention it first to the person looking after your matter.

• If you are still unhappy after that, you can complain to ANDREW LEE who will investigate it and contact you to talk about the problem and you can explain what action you want us to take. Afterwards he will write to you within 7 days confirming your complaint, the discussion, and explain how your complaint will be investigated if a complete response to your complaint has not been made by that time. This will be at no extra cost to you, and if you are still not satisfied you can get help from the Legal Ombudsman or a complaint body approved by The Chartered Trading Standards Institute which is competent to deal with complaints about legal services. Complaints bodies which are currently approved for this purpose are Ombudsman Services, ProMediate and Small Claims Mediation. This Firm only uses the Legal Ombudsman at present.

The Ombudsman’s contact details are as follows:

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Website: http://www.legalombudsman.org.uk/

Address: Legal Ombudsman, PO Box 6806 Wolverhampton WV1 9WJ

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 3 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.

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