Complaints Policy

Introduction
  1. The following is the definition of a complaint “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.
  2. Contact information for the Legal Ombudsman is as follows

Tel: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: https://www.officeforlegalcomplaints.org.uk
Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

  1. The Legal Ombudsman can normally only investigate a complaint if it has already been through our own complaint’s procedure. If the Ombudsman receives a complaint concerning you or the business which has not been through the complaints process, it will be referred to us to be dealt with in the first instance.
  2. The Legal Ombudsman can accept complaints up to 6 years from the date of the act/omission or 3 years from when the complainant should have known about the issue. The complainant may also refer their complaint to the Legal Ombudsman if our complaints process has taken 8 or more weeks to complete.
  3. The Legal Ombudsman’s jurisdiction covers service-related complaints; the ombudsman will refer any conduct-related complaints to the CLC.
  4. The Legal Ombudsman will charge a case fee (currently £400) if the complaint is upheld
  5. For the avoidance of doubt, all stages of the complaint’s procedure are free; should the Legal Ombudsman not uphold a complaint escalated to it, the business cannot charge the client for any costs it incurs in investigating that complaint and its handling of it.
  6. Complaints can be made by any ‘reasonable means’ and examples include in person, telephone, email and by letter
Procedure
  1. If a client has a complaint about the way in which their matter has been dealt with, they will be provided with a copy of the Complaints Policy. The process set out in the Complaints Policy will be followed by the Company (see below).
  2. The Company will record the number and type of complaints received to identify any training needs and to increase customer satisfaction. This Information will be held on the Lets Move Conveyancing Complaints Register. The Directors will review any complaint trends and look to improve systems and processes where required
  3. The Company will record how a complaint was handled and review the complaints handling process to see if this can be improved
  4. Complaints received will be shared with the relevant members of staff and the Company will look to provide training if required on the complaint’s procedure and the type of complaints received.
Lets Move Conveyancing Complaints Policy

Lets Move Conveyancing aims to provide a high quality service and legal advice to our Clients. If for any reason you are unhappy with the service you have received you may set out your concerns by email, over the phone, in a letter or in a meeting with us. We are committed to investigate all matters raised and provide you with a full explanation and to aim to resolve any issues as soon as possible.

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. In the first instance you should raise your concerns with the person dealing with your matter. If you are unable to resolve your concerns with the person who has been dealing with you then you should contact adele.barker@letsmoveconveyancing.co.uk who will review the concerns you have raised

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 by which a complete answer will be given to your complaint (this should be not more than 28 days after we received your complaint). If you have made the complaint verbally – either at a meeting or on the telephone – 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.
  • If you are dissatisfied with any aspect of our handling of your complaint, please feel free to contact one of the Directors of the Business 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 directly the Legal Ombudsman to ask them to consider the complaint further:

Tel: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: https://www.officeforlegalcomplaints.org.uk
Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

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 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.

  • Alternative complaints bodies such as, ProMediate (UK) Limited exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme
  • We do not agree to use alternative bodies such as ProMediate (UK) Limited
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