We are regulated by the Council of Licensed Conveyancers, We Work, 131 Finsbury Pavement, London EC2A 1NT.
We strive to provide an efficient professional service but in the unfortunate event you have a complaint about our work please do not hesitate to contact Claire Ward or Robert Ward directly where we hope we can resolve the matter for you. We will respond to your complaint within 7 days and if a full response cannot be provided in this timeframe we will acknowledge receipt of your complaint and respond fully within 28 days of receipt of your initial complaint.
If you are not satisfied with the outcome you can complain to the Legal Ombudsman and their details are shown below:-
Contact information for Legal Ombudsman:
Tel no: 0300 555 0333
PO Box 6806
Wolverhampton WV1 9WJ
Unless the Legal Ombudsman 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 their procedure before they will consider it.
The Legal Ombudsman can accept complaints up to 6 years from the date of the act/omission or 3 years from when the complainant should have known about the issue. You can refer your complaint to the Legal Ombudsman if our own complaints process has taken 8 or more weeks to complete.
Alternative complaints bodies such as Ombudsman Services, ProMediate and Small Claims Mediation exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
The CLC administers a Compensation Fund on behalf of the profession. You can apply for compensation if you have suffered an actual loss of money or of monetary value arising out of work for which the CLC regulated practice is legally responsible and if the practice is unable to meet its liability in full. You can make a claim if you have suffered a loss that was caused by dishonesty, fraud, negligence or failure to account for money received of a practice regulated by the CLC or of one of their employees. Each case is considered on its merits.
The CLC has absolute discretion to decide whether to make any payment out of the Fund – nobody has a legally enforceable right to a grant. It is a fund of last resort – before the CLC accept your claim, they may require you to recover your losses by all other means available, such as by making an insurance claim or by taking court action. The CLC will not consider making a payment unless it is satisfied that a person has taken all necessary and appropriate steps. You should contact the CLC as soon as possible if you are considering making an application for a grant (applications need to be made within 6 months after you have discovered you may have a claim) or are considering taking legal advice (since only in exceptional circumstances will the CLC make an allowance for legal costs claimed by an applicant).