At UK Property Lawyers, we aim to provide a professional and efficient service. If something goes wrong or you are unhappy with any part of our service, please tell us. We take all complaints seriously and aim to resolve them fairly and promptly.
What is a Complaint?
A complaint is an oral or written expression of dissatisfaction from or on behalf of a client that alleges they have suffered (or may suffer) financial loss, distress, inconvenience, or other detriment.
How to Complain
If you are unhappy with how your matter has been handled, we recommend first raising the issue with the person dealing with your case. If you are not satisfied, please contact:
Lisa Dobbs
Complaints Manager
UK Property Lawyer
Units 2 and 3, Kings Buildings,
Hill Street, Lydney, Gloucestershire,
GL15 5HE
Tel: 01594 562239
Email: lisa@ukpl.net
What Happens Next
We will acknowledge your complaint within 7 days of receiving it.
If we cannot provide a full response at that time, we will explain how your complaint will be investigated and confirm the latest date by which we will respond fully (within 28 days).
If your complaint was made verbally, we will confirm our understanding of the issue in our written response.
All complaints will be assessed through a sufficient and fair investigation by someone not directly involved in the matter.
If we uphold your complaint, we will offer appropriate remedial action or redress, which we will implement promptly.
If You Remain Dissatisfied
If you are not satisfied with our final response, or if we do not respond within 8 weeks, you can refer your complaint to the Legal Ombudsman:
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Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Tel: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
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The Legal Ombudsman can investigate complaints:
Within 6 months of our final written response
Within 1 year from the act/omission being complained about
Or 1 year from when you should reasonably have known there was a cause for complaint
5. Complaints About Conduct
If your complaint concerns professional misconduct, you may contact the Council for Licensed Conveyancers (CLC):
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Council for Licensed Conveyancers
WeWork, 131 Finsbury Pavement
London EC2A 1NT
Tel: 020 3859 0904
Email: clc@clc-uk.org
Website: www.clc-uk.org
6. Alternative Dispute Resolution (ADR)
Under the EU Directive on Alternative Dispute Resolution, alternative complaints bodies such as Ombudsman Services: Property are competent to deal with complaints about legal services, should you and our firm agree to use such a scheme:
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Please note: we do not currently agree to use ADR schemes other than the Legal Ombudsman.
Record Keeping and Monitoring
We maintain a central record of all complaints and regularly review this to identify trends and improve our service.