We are committed to providing a high quality service to all our clients.
If you have any complaint about the way in which your matter has been dealt with this is the
procedure which will be followed:

1. A complaint is defined as an oral or written expression of dissatisfaction which alleges that
   the complainant has suffered (or may suffer) financial loss, distress, inconvenience, or
   detriment.
2. A complaint may be made in writing or verbally e.g. in a meeting or on the telephone. If you
   make the complaint verbally, we will set out our understanding of the nature of
   your complaint in our full response.
3. If you are unable to sort things out with the person who has been dealing with you please
   contact Karen Reynolds.
4. We will not charge you for investigating your complaint.
5. We aim to resolve any complaint you have about the service we have given you as quickly as
   possible and usually within 7 days.
6. Once we have received your complaint, Karen Reynolds will write to you within 7 days with
   a full response or, if we are unable to respond fully in that time, an explanation for the delay
   and the latest date by which a complete answer will be given. This date will be no more than
   28 days after we received your complaint.
7. 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.
8. If you are dissatisfied with any aspect of our handling of your complaint, please feel free to
   contact one of our locums Sue Cotter via email on locum@krconveyancing.co.uk who will
   conduct a separate review of your complaint. You will be told about the conclusion of this
   review within 28 days.
9. If after following the review process you remain dissatisfied with any aspect of our handling
   of your complaint, you may contact the Legal Ombudsman to ask them to consider a service
   related complaint further. They will look at your complaint independently and it will not
   affect how we handle your case.
10. Before accepting a complaint for investigation, the Legal Ombudsman will check that you
    have tried to resolve your complaint with us first. If you have, then you must take your
    complaint to the Legal Ombudsman:
    Within six months of receiving a final response to your complaint
    and
    No more than six years from the date of act/omission; or
    No more than three years from when you should reasonably have known there was
    cause for complaint.
11. The Legal Ombudsman’s contact details are Tel no: 0300 555 0333 Legal Ombudsman PO
    Box 6806 Wolverhampton WV1 9WJ.
    Email: enquiries@legalombudsman.org.uk Website: http://www.legalombudsman.org.uk/
12. The Legal Ombudsman deals with service-related complaints; any conductrelated complaints will be referred to the Council for Licensed Conveyancers.
13. Alternative complaints bodies (such as e.g. ProMediate (www.promediate.co.uk) exist
    which are competent to deal with complaints about legal services should both you and our
    firm wish to use such a scheme.