OUR COMPLAINTS PROCEDURE

There is insurance cover in place to the value of £2,000,000. If you have a complaint please contact us with the details.

WHAT WILL HAPPEN NEXT?

  1. We will send you a letter acknowledging receipt of your complaint, within three days of us receiving the complaint, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to Caroline Coats, who will review your matter file and speak to the member of staff who acted for you.
  3. Caroline Coats will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, Caroline Coats will write to you to confirm what took place and any solutions she has agreed with you.
  5. If you do not want a meeting, or it is not possible, Caroline Coats will send you a detailed written reply to your complaint, including her suggestions for resolving this matter within 21 days of sending you the acknowledgment letter.
  6. At this stage if you are still not satisfied you should contact us again and we will arrange for Caroline Coats to review her own decision.
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If we are unable to resolve the matter you may then complain to The Notaries Society of which I am a member, who have a Complaints Procedure which is approved by the Faculty Office. This procedure is free to use and is designed to provide a quick resolution to any dispute. In that case please write (but do not enclose any original documents) with full details of your complaint to :- Christopher Vaughan, Secretary of The Notaries Society, Old Church Chambers, 23 Sandhill Road, St James, Northampton NN5 5LH.  Email: secretary@thenotariessociety.org.uk. If you have any difficulty making a complaint in writing, please do not hesitate to call The Notaries Society Telephone: 01604 758908 for assistance.
  9. If you are still not satisfied you can then contact the Legal Ombudsman Service at PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. Any complaint to the LSO must usually be made within 6 months of the date of our final decision on your complaint but for further information you should contact the LSO. (Helpline number 0300 555 0333) Email: enquiries@legalombudsman.org.uk. or refer to their website at www.legalombudsman.org.uk.

If we have to change any of the timescales above, we will let you know and explain why.