Complaints Procedure of Complete Convey Limited
Our Commitment
We are committed to providing a high standard of service. If you are unhappy with any aspect of our service, including our charges, please raise this with us as soon as possible so that we can try to resolve the issue.
We will treat as a complaint any oral or written expression of dissatisfaction which alleges that you have suffered, or may suffer, financial loss, distress, inconvenience or other detriment. You do not need to use the word “complaint” or follow any particular format.
We take complaints seriously and will deal with them fairly, promptly and free of charge. A record of each complaint will be maintained so that we can identify recurring issues and improve our service.
How to Make a Complaint
Complaints should preferably be made in writing by email or letter, as this helps us to understand and investigate the issues clearly. However, complaints may also be made by telephone, in person or by fax.
Please provide as much information as reasonably possible about your concerns and how you would like them to be resolved. If further information is required, we will contact you. A lack of detail will not prevent the complaint from being acknowledged and recorded.
Complaints should be referred to:
Nick Thompson
Complete Convey Limited
2 Roundhouse Court
South Rings Business Park
Bamber Bridge
Preston
PR5 6DA
Email: nick@completeconvey.co.uk
Telephone: 01772 910747
Fax: 01772 698115
If the complaint concerns Nick Thompson, it will be handled by another Director. If Nick Thompson is unavailable, the complaint should be referred to another Director.
Acknowledgement and Investigation
We will respond to your complaint in writing within seven days of receiving it. If we cannot provide a full response within that period, we will:
- acknowledge the complaint;
- confirm who is responsible for handling it;
- explain the reason why a full response cannot yet be provided; and
- confirm that a full written response will be provided within 28 days of the date on which we received the complaint.
The person responsible for the issue may seek to resolve it promptly where appropriate. However, the complaint must still be referred to Nick Thompson or, in his absence, another Director, so that it can be recorded and handled in accordance with this procedure.
We will investigate the complaint by reviewing the relevant file and circumstances. The person whose conduct or work is the subject of the complaint will be informed and given a fair opportunity to respond, where appropriate.
Our Final Response
Our final written response will include:
- our assessment of the complaint;
- our decision and the reasons for it;
- details of any remedial action or redress offered;
- information about any available internal review;
- information about your right to refer the complaint to the Legal Ombudsman, including the applicable time limits and contact details; and
- information about an alternative dispute resolution body approved by the Chartered Trading Standards Institute and whether the Practice agrees to use its scheme.
Any remedial action or redress accepted by you will be implemented promptly and within 28 days of acceptance.
The Legal Ombudsman
If you remain dissatisfied after receiving our final written response, or if eight weeks have passed since you made the complaint and it has not been resolved, you may be able to ask the Legal Ombudsman to consider it. The Legal Ombudsman is an independent body which considers complaints about the service provided by legal service providers.
The Legal Ombudsman’s contact details are:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Telephone: 0300 555 0333
Relay UK: 18001 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
The Legal Ombudsman will ordinarily expect a complaint to be referred to it:
- within one year of the act or omission being complained about, or within one year of the date when you should reasonably have known that there was cause for complaint; and
- within six months of the date of our final written response.
The six-month time limit applies where our final response provides the required information about referral to the Legal Ombudsman. The Legal Ombudsman will usually expect you to have given us the opportunity to consider your complaint first, unless it considers that there are good reasons not to do so.
Alternative Dispute Resolution
Alternative dispute resolution bodies are also available to deal with complaints about legal services. ProMediate is a body approved by the Chartered Trading Standards Institute. Further information is available at www.promediate.org.
Complete Convey Limited does not agree to use ProMediate’s alternative dispute resolution scheme.
Regulatory Matters
The Legal Ombudsman deals with complaints about the standard of service provided. If your concern relates to professional conduct or a regulatory matter, you may contact the Council for Licensed Conveyancers:
Council for Licensed Conveyancers
WeWork
120 Moorgate
London
EC2M 6UR
Telephone: 020 3859 0904
Email: clc@clc-uk.org
Website: www.clc-uk.org
Compensation Fund
The Council for Licensed Conveyancers administers a Compensation Fund on behalf of the profession. You may be entitled to apply for compensation if you have suffered an actual loss of money or monetary value arising from work for which a CLC-regulated practice is legally responsible and the practice is unable to meet its liability in full.
Further information is available from the Council for Licensed Conveyancers at www.clc-uk.org.