Complaints procedure

Making complaints with confidence

Bringing concerns to our attention

We work hard to ensure your transaction goes as smoothly as possible. If you have any concerns, we want to put things right.

Tell us about it

Stage One: If you have concerns with our service, please call the office number provided to speak to the Partner who will investigate and try to resolve your concerns. If this cannot be done immediately your complaint will be acknowledged in writing within 48 hours and a formal response given within 7 working days of receiving your complaint.

What happens if we cannot reach an agreement?

Stage Two: If your complaint has not been resolved please write to the Managing Director at our office. Your letter will be acknowledged within 48 hours and a formal response provided within 7 working days of receiving your complaint.

What happens if my complaint has not been resolved?

We would always want to settle your complaint personally but if we cannot do so you can contact the Legal Ombudsman at:

The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this should be done within six months of receiving our full written response to your complaint.