Property lawyers in Warrington

Complaints

It is hoped that you will not be dissatisfied with our service. However, if such circumstances arise, you should set out the nature of your complaint in writing and send it to Mark Potter (marked “Private and Confidential”). This can either be sent to Holbrook & Company, 7 Palmyra Square South, Warrington, WA1 1BL, or my email to markpotter@holbrookandco.com. Every effort will be made to resolve matters on an amicable basis. It is expected that you will raise any complaint with us before making contact with the Legal Ombudsman.

Once we have received your complaint, Mark Potter 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 should be not 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 within 7 days.

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.

b) You are expected to refer any complaint as described in (a) above to us, or to the Legal Ombudsman within six years of the date of the act or omission or within three years of your discovering a problem.  Usually you should allow us at least eight weeks to resolve your complaint, but once this time has passed and if we fail to deal with your complaints to your satisfaction, you can then involve the Legal Ombudsman.

c) If you are still not satisfied after the process set out in (a) above, you may address your complaint to: Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ Telephone: 0300 555 0333 Email: enquiries@legalombudsman.org.uk Website: http://www.legalombudsman.org.uk/, Unless it 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 the procedure set out above in the first instance. You can refer your complaint up to 6 months after you have received our final written response to your complaint. You can also use the Ombudsman service if we have not resolved your complaint within 8 weeks of us receiving it. A complaint can be referred to the Legal Ombudsman up to six years from the date of the act or omission or up to 3 years after discovering a problem. The ombudsman deals with service-related complaints; any conduct related complaints will be referred to the Council for Licensed Conveyancers.

d) 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:  We Work, 131 Finsbury Pavement, London, EC2A 1NT Telephone: 0203 859 0904 Email: clc@clc-uk.org Website: http://www.clc-uk.org