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.

If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

The CLC does not operate a general complaints service about CLC regulated persons. The CLC can only investigate complaints about the professional conduct of a CLC regulated person/practice.

Further details on reporting problems to the CLC or Legal Ombudsman can be found at https://www.clc-uk.org/consumers/reporting-problems.

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure. 

2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Clare Day, who will review your matter file and speak to the member of staff who acted for you. 

3. Clare Day will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter. 

4. Within three days of the meeting, Clare Day will write to you to confirm what took place and any solutions she has agreed with you. 

5. If you do not want a meeting or it is not possible, Clare Day will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.  

6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner or someone unconnected with the matter at the firm to review the decision. 

7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. 

8. If you are still not satisfied, you can then contact the Legal Ombudsman

about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk. Or by post:

Legal Ombudsman, 

PO Box 6806, 

Wolverhampton 

WV1 9WJ

 Alternative complaints bodies also exist, such as ProMediate (www.promediate.co.uk) should both you and our firm wish to use such a scheme.

CLC Compensation Fund

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 (https://www.clc-uk