COMPLAINTS HANDLING PROCEDURE

We commit to providing high standards of customer care, however, we do appreciate that sometimes things can go wrong. If you do have a complaint, we do ask you to let us know so that we may have the opportunity to resolve the issue for you and learn from it. Please be aware that we take complaints of any nature very seriously.

LOGGING YOUR COMPLAINT

In the first instance, we would ask that you raise your complaint verbally with the person that you have been dealing with to seek a quick resolution.

If you are unable to resolve your concerns informally with the person that you have been dealing with, please place your complaint in writing and e-mail to complaints@howarthandhollings.co.uk

We will acknowledge all complaints by e-mail within 5 working days of receipt and advise how your complaint will be handled.

We aim to respond fully within a further 10 days, this may be via telephone in the first instance but please note that all complaints will be closed out in writing via e-mail.

If your complaint requires further investigation, we will advise you of such and ensure that a final response is received in writing within 28 days of receipt of the original complaint.

Following any investigation, if a complaint is upheld, we will consider prompt remedial action or redress and advise you accordingly along with expected timescales for closure.

All complaints sent via e-mail will be reviewed by a senior member of the team in the first instance. If, after following the review process, you remain dissatisfied with any aspect of our handling of your complaint, you may contact the Legal Ombudsman to ask them to consider your complaint further.

Legal Ombudsman Contact Details

Telephone Number – 0300 555 0333

E-Mail Address – enquiries@legalombudsman.org.uk

Address – PO Box 6806, Wolverhampton, WV 9WJ

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 procedures set out about 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 6 years from the date of the act or omission or up to 3 years after discovering a problem. The Legal Ombudsman deals with service related complaints. Any conduct related complaints will be referred to the CLC Council for Licenced Conveyancers.