Complaints Procedure

Introduction

Property Lawyers Limited aim to provide all of our clients with a high-quality and efficient legal service and to treat all clients fairly. If you are dissatisfied with any aspect of our service, please contact us so that we can do our best to resolve your concerns.

If you have concerns or issues with our service, please address these initially to the fee earner who has conduct of your matter as identified in your client care letter.

If the fee earner is not able to resolve the matter to your satisfaction, or you consider it inappropriate to contact the individual, then we would ask that you contact, you may make a formal complaint to our Managing Director, Mahmood Siddiqui by email ms@t-pl.co.uk or by post to him at our address Property Lawyers Limited, 71 - 75 Shelton Street, Covent Garden, London WC2H 9JQ.

If you have previously provided written authority for another to deal with this matter on your behalf then we will be happy to receive details of the complaint from that authorised person on your behalf.

How to make a complaint

So that we properly understand the issues or concerns you wish to raise, please set out:-

• Your full name and contact details;
• Your file reference number (this usually appears on letters and emails we have sent to you);
• Details of your concerns /issues, identifying any key dates or documents /correspondence to which your concerns /issues relate.
• What action you consider it appropriate for us to take having regard to the issues and concerns raised by you.

Procedure for dealing with your complaint

Once we have received your complaint, we will acknowledge it and commence our investigation. Typically, that investigation will involve: –

• A review of your complaint and any issues or concerns raised;
• A review of your file and any documents referred to in your complaint;
• Discussing your complaint with the person dealing with your matter or who dealt with your matter, where practicable;
• In appropriate circumstances, meeting with you.

If we need you to clarify any aspect of your complaint, we will write to you and ask you to provide clarification within a set time period. Any delay by you in responding to such a request may result in a delay to our final response to your complaint.

We will usually inform you in writing of our response to your complaint, following our internal investigation, within twenty-eight days of your complaint being made. If we need longer, we will inform you and explain why further time is required.

If you do not agree with our conclusions, we will have exhausted our complaints process and we will close the complaint.

We will not charge you for dealing with your complaint.

If we do not resolve your complaint to your satisfaction

The Legal Ombudsman expects us to resolve a complaint within eight weeks of receiving it. The Legal Ombudsman is an independent complaints body which has the power to investigate complaints made about legal services. Its details are:

• www.legalombudsman.org.uk
• Tel: 0300 555 0333
• Email: enquiries@legalombudsman.org.uk
• Address: PO Box 6806, Wolverhampton, WV1 9WJ

You can find out more about eligibility and the service provided by The Legal Ombudsman at:

https://www.legalombudsman.org.uk/make-a-complaint

The Legal Ombudsman requires complaints to be made to it within one year (12 months) of the date of the act or omission about which you are concerned or within one year of you realising there was a concern; or within six months of receiving our final response to your complaint, if that is earlier.

If your complaint relates to an insurance policy covering your case, you may contact the Financial Ombudsman Service via telephone, email or post, see below:

• Tel: 0800 0234567
• Email: complaint.info@financial-ombudsman.org.uk
• Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR