Complaints procedure
1. If you have any complaint about the way in which your matter has been dealt with, please contact us. We will respond to any concerns you may have and will do everything we can to sort out your complaint quickly and efficiently.
2. You can contact us by email on office@alfredledger.co.uk telephone 01706 645910 or at
Alfred Ledger & Sons, 111 Drake Street, Rochdale OL16 1QA
To help make sure we have understood your complaint, please tell us
– Your full name and contact details
– What you think we have done wrong
– What you think we should do to put things right
3. Once we have received your complaint it will be dealt with by Nancy P Ledger. We will write to you within seven 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 receive your complaint). If you have not 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.
4. 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 address. This will be actioned promptly.
5. If you are not satisfied with our response, you should contact us again and we will arrange for the file to be reviewed. When contacting us please explain why you continue to be dissatisfied. We shall then arrange for a local firm of Licensed Conveyancer – who will conduct a separate review of your complaint. Your complaint will be acknowledged with in 5 working days of receiving the complaint. You will be told the conclusion of this review within 28 days.
6. If after following the review process you remain dissatisfied with any handling of your complaint you may contact directly the Legal Ombudsman.
Legal Ombudsman
Tel No 0300 555 0333
Email enquiries@legalombudsman.org.uk
Website www.legalombudsman.org.uk
Address Legal Ombudsman, PO Box 6167, Slough SL1 0EH
NOTE
1. Before accepting a complaint for investigation the Legal Ombudsman will check that you have tried to resolve your complaint with us first.
2. You must take your complaint to the Legal Ombudsman
– no later than one year from the date of act/omission
– no later than from one year when you should reasonably have known there was cause for concern.
3. The Legal Ombudsman deals with service related complaints however any conduct related complaints will be referred to the Council for Licensed Conveyancers.
4. Alternative complaint bodies exist such as
Ombudsman Services www.omsbudman–services.org
Pro Mediate www.promediate.co.uk
ADR Group www.adrgroup.co.uk
which are competent to deal with complaints about legal services should you and our firm agree.
5. We do not agree to use Ombudsman Services, Pro Mediate or ADR Group.