Eve Lake Conveyancing and Legal Services Complaints procedure
1: We are committed to providing a high-quality legal service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us.
How do I make a complaint?
- You can contact us in writing (by letter, fax or email) or by speaking with our Head of Legal Practice (HOLP) and complaints manager, whose contact details are: Eve Lake, eve@evelake.co.uk tel: 01433 627 268. If the complaint is directed against Eve Lake we will ask our Senior Director Dean Outram to handle your complaint.
2.1 To help us to understand your complaint, and in order that we do not miss anything, please tell us:
2.1.2 your full name and contact details
2.1.3 what you think we have got wrong
2.1.4 what you hope to achieve as a result of your complaint, and
2.1.5 your file reference (if you have it)
2.3 If you require any help in making your complaint we will try to help you.
How will you deal with my complaint?
- We will record your complaint centrally.
3.1 We will write to you within five working days acknowledging your complaint, enclosing a copy of this policy.
3.2 We will investigate your complaint. This will usually involve:
3.2.1 reviewing your complaint
3.2.2 reviewing your file(s) and other relevant documents, and
3.2.3 speaking with the person who dealt with your matter
3.3 We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
3.4 We will update you on the progress of your complaint at appropriate times.
3.5 We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
3.6 We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. We will aim to do this no later than 28 days of receiving the original complaint.
What if I am not satisfied with the outcome?
- If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from lawyers.
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:
No more than one year from the date of the act or omission being complained about; or
No more than one year from the date when you should have realised that there was cause for complaint;
and
Within six months of receiving a final response to your complaint.
If you would like more information about the Legal Ombudsman please contact them:
Contact details:
Visit www.legalombudsman.org.uk
Call 0300 555 0333 between 10am to 4pm.
Relay UK: 18001 0300 555 0333
Email enquiries@legalombudsman.org.uk
Legal Ombudsman PO BOX 6167, Slough, SL1 0EH
4.1 https://www.legalombudsman.org.uk/make-a-complaint/
4.2 The ombudsman deals with service-related complaints; any conduct related complaints will be referred to the Council for Licensed Conveyancers our governing body.
4.3 If you do have concerns about the professional conduct of the firm you may wish to refer the matter to the Council for Licensed Conveyancers (CLC) at the following address clc@clc-uk.org.
4.4 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.
What will it cost?
- We will not charge you for handling your complaint.
5.1 Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.
5.2 The Legal Ombudsman service is free of charge.
Yours Faithfully
Eve Lake Conveyancing & Legal Services
EVE LAKE CONVEYANCING
& LEGAL SERVICES
UNIT 5 – ECCLES BUSINESS CENTRE – ECCLES LANE – HOPE – S33 6RW
Email eve@evelake.co.uk Tel: 01433 627268 Fax: 01433 627282
www.evelake.co.uk