A complaint is an oral or written expressions 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 the office and address matters for the attention of a Director, either Peter Hawkins, Nicholas Hawkins or Simon Hawkins.
Once we have received your complaint, the Director dealing with your complaint 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 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 another Director 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.
Tel no: 0300 5550333
Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ
Unless it agrees there are good reasons not to do so, the Legal Ombudsman will expect you in the first instance to allow us to consider and respond to your complaint in accordance with the procedure set out above. You can also refer your complaint to the Legal Ombudsman if we have not resolved your complaint within 8 weeks after we received it. Normally you will have to bring your complaint to the Legal Ombudsman within 6 months of receiving a final response from us about your complaint and 6 years from the date of the act or omission giving rise to the complaint or alternatively 3 years from the date you should reasonably have known there are grounds for complaint (if the act/omission took place before 6th October 2010 or was more than 6 years ago).
The Legal Ombudsman deals with service related complaints only; it will refer any conduct-related complaints it receives to the Council for Licensed Conveyancers.
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 Council for Licensed Conveyancers of WeWork, 131 Finsbury Pavement, London EC2A 1NT telephone number 020 3859 0904 from whom details can be obtained.