K R Conveyancing
Complaints Policy
We are committed to providing a high quality service to all our clients.
If you have any complaint about the way in which your matter has been dealt with this is the procedure which will be followed:
- A complaint is defined as an oral or written expression of dissatisfaction which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience, or detriment.
- A complaint may be made in writing or verbally e.g. in a meeting or on the telephone. If you make the complaint verbally, we will set out our understanding of the nature of your complaint in our full response.
- If you are unable to sort things out with the person who has been dealing with you please contact Karen Reynolds.
- We will not charge you for investigating your complaint.
- We aim to resolve any complaint you have about the service we have given you as quickly as possible and usually within 7 days.
- Once we have received your complaint, Karen Reynolds will write to you within 7 days with a full response or, if we are unable to respond fully in that time, an explanation for the delay and the latest date by which a complete answer will be given. This date will be no more than 28 days after we received 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 one of our locums Sue Cotter via email on locum@krconveyancing.co.uk 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 the Legal Ombudsman to ask them to consider a service related complaint further. 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 a final response to your complaint
and
No more than six years from the date of act/omission; or
No more than three years from when you should reasonably have known there was cause for complaint.
- The Legal Ombudsman’s contact details are Tel no: 0300 555 0333 Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ. Email: enquiries@legalombudsman.org.uk Website: http://www.legalombudsman.org.uk/
- The Legal Ombudsman deals with service-related complaints; any conduct-related complaints will be referred to the Council for Licensed Conveyancers.
- Alternative complaints bodies (such as e.g. ProMediate (www.promediate.co.uk) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
