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The firm’s complaints policy

We are confident of providing a high quality service. We do welcome any suggestions you might wish to make which you think could help to improve our service. Please send feedback to davidp@mjpconveyancing.com

If something goes wrong or any client believes they have reason to complain, it is essential that we have an effective procedure to assist the complete and early resolution of the problem. Only by doing so can we maintain the quality standards we have set ourselves and improve them by learning from what may have gone wrong and from what our clients tell us.

If, at any time, you are not happy with the service you are receiving from the firm, please let us know. You are valued by us and we would like the opportunity to put matters right if any problems do arise. In the first instance, please contact Charlotte Cottam our Head of Client Relations via e-mail charlotte.cottam@mjpconveyancing.com and she will do what she can to resolve the problem promptly as she is responsible for the firm’s complaints procedure. If for any reason we are unable to resolve the problem between us, then we are regulated by The Solicitors Regulation Authority which also provides complaints and redress scheme.

We are not authorised by the Financial Services Authority. However, we are included on the register maintained by the Financial Services Authority so that we can carry on insurance mediation activity, which is broadly the advising on, selling and administration of insurance contracts. This part of our business, including arrangements for complaints or redress if something goes wrong, is regulated by The Solicitors Regulation Authority. The register can be accessed via the Financial Services Authority website at www.fsa.gov.uk/register

The procedure

Although it is not essential, in making your complaint, it would be helpful if you could provide details of your concerns in writing (if you have not already done so). Your complaint should be addressed to:

Charlotte Cottam, MJP Conveyancing Limited, 18/20 Prince of Wales Road, Norwich, NR1 1LB.

While Charlotte Cottam will retain overall responsibility for the handling of your complaint, some of the steps set out below may be undertaken by someone designated by her to deal with the matter and who will accept initial responsibility for dealing with the complaint.

What will happen next?

We will acknowledge receipt of your complaint, set out our understanding of it and request your confirmation or seek any necessary clarification. We will also confirm who will be dealing with your complaint within three days of receipt.

The complaint will be registered in the Central Register (for monitoring and management information purposes) and a separate file will be opened.

We will acknowledge receipt of your confirmation letter or telephone call and confirm what will happen next and agree a timetable for dealing with your complaint.

We will then commence investigating your complaint. This may involve the following steps:

  1. The person who acted for you may be asked to provide a response to your complaint.
  2. The response will be examined together with the file and your complaint and, if necessary, further information will be sought from the person who acted for you.
  3. You may then be invited to meet with the individual handling your complaint to discuss and hopefully resolve your complaint.

If you do not wish to attend a meeting or it is for some reason impractical, we will write to you with a detailed response to your complaint and with any suggestions we have for resolving it. If a meeting does take place, we will still write to you to confirm the outcome of the meeting and any agreed solution arrived at.

If, at the meeting or from your written reply to our detailed written response, you remain dissatisfied with what we said and how we proposed to resolve your complaint, we will then escalate your complaint to Stage 2 of our process.

Stage 2

We take any form of complaint very seriously and as a result of our ongoing commitment to ensuring good client care and quality of service, we outsource stage 2 of our complaints procedure to an Independent Complaints Handler, Resolve Consultancy. We believe that this is in the interests of our clients as it allows us to obtain an independent view on complaints and also constructive feedback on how our services can be improved. We are confident that their staff have sufficient experience and expertise in resolving legal complaints.

Both the Law Society in their 'Complaints Management Practice Note' and the Legal Ombudsman in their 'Guide to Good Complaints Handling' suggest that clients may be offered the opportunity for their complaint to be investigated by an external independent mediator.

Resolve Consultancy will acknowledge your complaint within 3 working days, and will aim to provide a detailed assessment of their findings within 4 weeks of receiving the complaint. If we and / or Resolve Consultancy are unable to resolve matters to your satisfaction you can ask the Legal Ombudsman to consider your complaint at the conclusion of our complaints process. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final response from us and six years from the act or omission giving rise to the complaint or three years from when you should have reasonably known there are grounds for complaint. You can contact the Legal Ombudsman by telephoning 0300 555 0333 or by writing to PO Box 6806, Wolverhampton, WV1 9WJ. Their website address is www.legalombudsdman.org.uk