We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. We deal with all complaints fairly, promptly and at no extra cost to you.<\/p>\n
1) WHAT IS A COMPLAINT?<\/strong><\/span> 2) MAKING A COMPLAINT<\/strong><\/span> Client Care Director Claire Williams<\/strong><\/span> In the first instance, we\u2019d prefer if you write to us with full details of your complaint so that we have a good understanding of the issues being highlighted.<\/p>\n 3) INVESTIGATING THE COMPLAINT<\/strong><\/span><\/p>\n If you remain dissatisfied with the outcome, or the way the complaint has been handled, you may write to the Client Care Director at the address above, who will make such further investigations as are necessary.<\/p>\n We will generally aim to do this within 14 days of receipt of your notification and any further information you wish to be considered. This will happen in one of the following ways \u2013<\/p>\n The Client Care Director will inform you of the conclusions, confirming our final position on your complaint, explaining our reasons and any alternative proposals to resolve the complaint.<\/p>\n If still unresolved at this stage, you may take the complaint to the Legal Ombudsman or, in accordance with the Alternative Dispute Resolution Regulations to an Alternative Dispute Resolution (ADR) Scheme Provider. We will always issue a final letter advising you of this.<\/p>\n 4) LEGAL OMBUDSMAN<\/strong><\/span> The Legal Ombudsman may:<\/p>\n Before it will consider a complaint the Legal Ombudsman generally requires that the firm\u2019s internal Complaints Procedure (outlined above) has been exhausted. If the Legal Ombudsman is satisfied that the firm\u2019s proposals for resolving a complaint are reasonable, it may decline to investigate further.<\/p>\n The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.<\/p>\n The Legal Ombudsman\u2019s address and contact details are: 5) THE COUNCIL FOR LICENCED CONVEYANCERS<\/strong><\/span> Postal address: 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 (from whom details can be obtained).<\/p>\n ALTERNATIVE DISPUTE RESOLUTION SCHEMES<\/strong><\/span> February 2024<\/strong><\/span><\/p>\n","protected":false},"excerpt":{"rendered":" We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. We deal with all complaints fairly, promptly and at no extra cost to you. 1) WHAT IS A COMPLAINT? A report by […]<\/p>\n","protected":false},"author":6,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"template-biz.php","meta":{"footnotes":""},"class_list":["post-1025","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/wessex-conveyancing.co.uk\/index.php?rest_route=\/wp\/v2\/pages\/1025","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wessex-conveyancing.co.uk\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/wessex-conveyancing.co.uk\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/wessex-conveyancing.co.uk\/index.php?rest_route=\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/wessex-conveyancing.co.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1025"}],"version-history":[{"count":5,"href":"https:\/\/wessex-conveyancing.co.uk\/index.php?rest_route=\/wp\/v2\/pages\/1025\/revisions"}],"predecessor-version":[{"id":1033,"href":"https:\/\/wessex-conveyancing.co.uk\/index.php?rest_route=\/wp\/v2\/pages\/1025\/revisions\/1033"}],"wp:attachment":[{"href":"https:\/\/wessex-conveyancing.co.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1025"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
\nA report by a client that their expectations of what they consider to be a good service have not been met.<\/p>\n
\nYou can register a complaint with the person dealing with your matter, details of which are given in your initial Client Care Letter, or the Client Care Director named in your initial Client Care Letter and here:<\/p>\n
\nFirst Floor
\nLeanne House
\nAvon Close
\nGranby Industrial Estate
\nWeymouth
\nDT4 9UX
\nTel: 01305 778271<\/p>\n
\n<\/strong>a).\u00a0 We will acknowledge the complaint within 5 days of receipt which allows for any postal delays and notify you who will be handling your complaint.
\nb.\u00a0 We will record your complaint in our central register and open a file for your complaint. We will conduct a full investigation and an independent review of the matter.
\nc.\u00a0 Claire Williams will then invite you to a meeting to discuss to gather more information and it is hoped, to resolve the matter. She will do this within 14 days of sending the acknowledgement letter. Within 3 days of the meeting,\u00a0 Claire will write to you to confirm what took place and any solutions she has agreed with you.
\nd.\u00a0 If you do not want a meeting, or if this is not possible, Claire Williams will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgment letter. However, that may not always be possible, particularly where the complaint is of a more complex nature, We may require more time, but we will let you know the reason for the delay in responding fully and when you will receive a full response.
\ne.\u00a0 We will reply to you, always in writing following the outcome of the review of the complaints investigated.<\/p>\n\n
\nThe Legal Ombudsman is the independent body established by the Office for Legal Complaints under the Legal Services Act 2007 to deal with complaints against Solicitors.<\/p>\n\n
\nLegal Ombudsman, PO Box 6167, Slough, SL1 0EH
\nTelephone, 0300 555 0333;
\nwebsite, www.legalombudsman.org.uk
\nor email enquiries@legalombudsman.org.uk<\/p>\n
\nOur Regulator, the Council for Licenced Conveyancers can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
\nYou can raise your concerns with the\u00a0Council for Licenced Conveyancers using the following contact details:
\nContact Centre open Mon-Fri, 8am-5pm.
\nTel:<\/strong><\/span>\u00a0020 3859 0904
\nEmail:\u00a0clc@clc-uk.org<\/strong><\/span><\/p>\n
\nCouncil for Licensed Conveyancers
\nWeWork
\n120 Moorgate
\nLondon
\nEC2M 6UR<\/p>\n
\nAlternative complaints bodies such as ProMediate exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
\nHowever, we don\u2019t currently agree to use this Alternative Dispute Resolution service in view of the availability of the independent Legal Ombudsman Service established under the Legal Services Act 2007. We are bound by our Regulatory Code to comply with the Legal Ombudsman and our Regulator.<\/p>\n