Complaints procedure

Complaints procedure

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 an oral or written expression of dissatisfaction which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience, or detriment. We aim to resolve any complaint you have about the service we have given you as quickly as possible. If you are unable to sort things out with the person who has been dealing with you, please contact Nancy Ledger at Alfred Ledger Licensed Conveyancers.

Once we have received your complaint, we will write to you within 7 days to explain how your complaint will be investigated if a complete response to your complaint has not been made by that time. You will be told the latest date a complete answer will be given to your complaint which should not be more than 28 days after we received your complaint. If you have made the complaint verbally – either at a meeting or on the phone – we will set out in our full response our understanding of the nature of 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.

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 directly the Legal Ombudsman to ask them to consider the complaint further:

Tel no: 0300 555 0333

Legal Ombudsman
PO Box 6806

Unless it agrees there are good reasons not to do so the Legal Ombudsman will expect you to allow us to consider and respond to your complaint in accordance with the procedure set out above in the first instance. 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 6 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 (CLC).

CLC Compensation Fund

lf a valid claim is made against a person or practice for a loss arising out of work for which they are legally responsible, and the Council for Licensed Conveyancers (CLC) are unable to meet the liability in full, there may be an entitlement to claim from the Compensation Fund administered by the CLC.