Connolley & Company

Complaints Procedure

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1. 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.
2. 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 [name, contact details] by email, phone or in writing.
3. Once we have received your complaint, [name above] 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 should be not more than 28 days after we received 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
4. 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.
5. If you are dissatisfied with the way your complaint is handled please let me know in writing and I shall ask Samantha Turner (samantha@connolleyandcompany.co.uk)who will conduct a separate review of your complaint for me. You will be told about the conclusion of this review within 28 days.
6. 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/
• Mail to: Legal Ombudsman, PO Box 6167, Slough SL1 0EH

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. 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 six years from the date of the act or omission or up to 3 years after discovering a problem. The ombudsman deals with service-related complaints; any conduct-related complaints will be referred to the CLC.

The CLC's contact details are as follows:

• Tel no: 0207 2508465
• Website: www.clc-uk.org
• Mail to: The Council for Licensed Conveyancers, We Work, 131 Finsbury Pavement, London, EC2A 1NT

7. If we have to change any of the timescales above, we will let you know and explain why.