Complaints Procedure
Homestart Conveyancing Solutions
Complaints Handling Policy
Our complaints policy
We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Property Ombudsman.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Amanda Wright, who will review your matter file and speak to the member of staff who acted for you.
- Ms Wright will then invite you to a meeting to discuss and hopefully resolve your complaint. If a meeting in person is not possible due to the location, she will contact you by telephone to discuss. She will do this within 14 days of sending you the acknowledgement letter.
- Within three days of the meeting or telephone meeting, Ms Wright will write to you to confirm what took place and any solutions she has agreed with you.
- If you do not want a meeting or it is not possible, Ms Wright will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for another person…or… someone unconnected with the matter at the company to review her own decision or where an appropriate alternative.
- 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.
- If you are still not satisfied, you can then contact the
Property Ombudsman,
PO Box 1021,
Wolverhampton
WV1 9WJ
about your complaint. Normally, you will need to bring a complaint to the Property Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). For further information, you should contact the Property Ombudsman on 0330 440 1634 or at [email protected]