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 respond to complaints within 7 days, failing this the complaint will be acknowledged within the 7 days, a reason will be provided for failing to respond whilst committing to fully responding within 28 days of the initial complaint.
If you have any complaint about the way in which your matter has been dealt with please contact the Director Sue Drew and follow the below procedure:
1. RECEIPT OF YOUR COMPLAINT
Once we have received your complaint, Sue 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 will not be more than 28 days after we receive 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.
2. ASSESSMENT 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 within 28 days.
3. LEGAL OMBUDSMAN
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 no: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: http://www.legalombudsman.org.uk/
Postal: Legal Ombudsman, PO Box 6167, Slough SL1 0EH
The Legal Ombudsman can normally only investigate a complaint if it has already been through our own complaints procedure. If the ombudsman receives a complaint which has not been through our complaints process, it will be referred to us to be dealt with in the first instance.
IMPORTANT NOTE REGARDING TIMESCALES
The Legal Ombudsman have strict time limits and if you fail to meet these, it is unlikely that they will be able to investigate your complaint.
It is really important that you bring your complaint to the Legal Ombudsman:
- before six months after the date of our final response, and
- within six years of when the problem being complained about happened.
If the problem happened more than six years ago, you should refer to the Legal Ombudsman within three years of you becoming aware of the problem.
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.
4. ALTERNATIVE DISPUTE RESOLUTION
Under the EU Directive on Alternative Dispute Resolution alternative complaints bodies exist which are competent to deal with complaints about legal services should you wish to use such a scheme. Contact details for Ombudsman Services: Property are as follows:
Phone: 0330 440 1634
Fax: 0330 440 1635
Email: enquiries@os-property.org
Website: https://www.ombudsman-services.org/sectors/property
Post: PO Box 1021 Warrington WA4 9FE
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Drew Property Law is a trading name of Drew Property Law Limited Company Registration Number 15131762
Drew Property Law is Regulated by the Council for Licensed Conveyancers Number 14736
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