Tel: 0121 456 3696

email: info@seymourluke.com

 

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Seymour Luke Licensed Conveyancers

Complaints Procedure

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 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 our Human Resources Manager, Rachel Callow, in the first instance.

Once we have received your complaint, Rachel Callow 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.

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 Mr Philip Luke, Client Care Officer and a Director of the firm, 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, whose contact details are as follows:

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 Council for Licensed Conveyancers.

We provide a “Legal Ombudsman leaflet – What to do if you have a complaint” leaflet to all our clients at the outset of every transaction

Alternative complaints bodies such as Ombudsman Services, exist and which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.

We use Legal Ombudsman Services.

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 CLC, from whom details can be obtained.  Please click here for full details of the compensation fund and the CLC contact details and information on how to make a claim.

OUR COMMITMENT

Seymour Luke are committed to providing excellent levels of service and communication with a friendly approach

CLC Recognised body number - 505693.


VAT Number - 116 503 152
Company Registration Number - 6848916
Director(s) - Philip Luke - Solicitor & licensed conveyancer

 

Seymour Luke Licensed Conveyancers