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Our Policy

We hope to provide you with a service that you will be happy to recommend to others.

Your case manager will do his or her best to ensure that your transaction is conducted efficiently, that your calls are dealt with promptly and that you are kept properly informed about the progress of your matter. He or she will work hard to ensure that your best interests are protected throughout the transaction.

What if things go wrong?

Occasionally, despite our best intentions, we do understand that things can go wrong. If you feel that you are not receiving the service you expect, we would ask that you immediately raise this with your case manager if you can.

Alternatively, or if you are not satisfied that your issue has been resolved, please contact the Team Manager whose name will have been provided to you in writing at the outset of the matter, or either Marion Palmann (Director) or Chris Pirie (Director) on 01733 427799. It is helpful to have your complaint in writing (letter or email) wherever possible but you may also contact us by telephone if that is more convenient.

To ensure impartiality and objectivity, your complaint will be investigated by a senior member of staff who has not been involved in the conduct of your transaction.

What happens next?

Once we have received your complaint we will acknowledge it in writing within 7 days, setting out clearly the issue that we understand you require us to investigate, and will at that time advise you of the date when we expect to be able to respond in full. This date will normally be not later than 28 days from when we received your complaint.

Occasionally there might be special circumstances that make it unlikely that we shall be able to respond fully within that period and if that is the case we will explain the reasons to you. Where any delays arise in the investigation we will advise you in writing and keep you informed of any revised expected date of our full response.

What if I am still not satisfied with the outcome?

If you are dissatisfied with our handling of your complaint and would like us to review the way we have dealt with it, we offer you the right to request that a Director (or a different Director) be asked to carry out a review of the response to your complaint. If you wish us to do so, please ask us in writing. We will then advise you of the outcome of that review within 14 days.

You have the right to contact the Legal Ombudsman to request that they consider the complaint further where you remain dissatisfied with any aspect of our handling of your complaint:-

Telephone: 0300 5550333



Address: 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. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

Normally, you will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining (or if outside of this period, within three years of when you should reasonably have been aware of it).

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 (from whom details can be obtained).

customer service information

call 0845 644 3620

Priestgate House
3-7 Priestgate
Telephone: 0845 644 3620
Fax: 01733 427277
Practice licence number: 11309

Registered in England & Wales No. 5357454
Regulated by the Council for Licensed Conveyancers



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