Our complaints policy

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.

The practice operates a procedure which is appropriate to the needs of its clients and allows complaints to be made by any reasonable means.

A complaint is an oral or written expressions of dissatisfaction which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience, or detriment.

If you have a complaint, please contact us by telephone, letter or in person with the details.

What will happen next?

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 Katy Baldwin (katy.baldwin@leitchco.uk).

Once we have received your complaint, Katy Baldwin will send you a letter acknowledging receipt of your complaint within seven days of receiving it 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 the 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.

We will then investigate your complaint. This will normally involve a review of your matter file and speaking to the member of staff who acted for you. 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 Clare Day (clare.day@leitchco.uk) 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:

The contact details for the Legal Ombudsman are:

Tel: 0300 555 0333
enquiries@legalombudsman.org.uk
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Website: www.legalombudsman.org.uk

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 one year from the date of the act or omission or up to one year 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 (www.promediate.co.uk) 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 ProMediate.

If your complaint is about the conduct of one of our conveyancers rather than the service you have received, then your complaint should be referred to our regulatory body, the Council for Licensed Conveyancers.

Their details are:
Council for Licensed Conveyancers
WeWork
120 Moorgate
London
EC2M 6UR
Tel: 0203 859 0904
Website: www.clc-uk.org