Our complaints policy
Wessex Conveyancing Limited is committed to providing a high-quality conveyancing 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.
Our complaints procedure
If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed.
First Floor, Leanne House,
Granby Industrial Estate,
Tel. 01305 778271
Fax. 01305 783642
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within five days of our receiving the complaint, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our client care Director, Claire Williams, who will review your conveyancing file and speak to the member of staff who acted for you.
3. Claire Williams will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. She will do this within 14 days of sending you the acknowledgment letter.
4. Within three days of the meeting, Claire Williams 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, Claire Williams 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 to explain why you remain unhappy with our response and we will review your comments. Depending on the matter, we may at this stage arrange for another Director 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 at PO Box 6806, Wolverhampton, WVl 9WJ or call 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within 6 months of your receiving a final written response from us regarding your complaint.
The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk. There are also two additional relevant time limits; the Legal Ombudsman will accept complaints up to six years from the date of act/omission, or three years from when the complainant should have known about the complaint. However, this new limit will be introduced gradually so at the moment the problem must have happened on or after 6 October 2010. Or, if the problem happened earlier than that, you must not have been aware of it before 6 October 2010.
9. 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.
10. We do not agree to use ProMediate.
If we have to change any of the timescales above, we will let you know and explain why.