Complaints Procedure

If you have any complaint about the way in which your matter has been dealt with this isthe procedure which will be followed:-

1. A complaint is an oral or written expression of dissatisfaction which allegesthat   the   complainant   has   suffered   (or   may   suffer)   financial   loss,   distress,inconvenience or detriment caused by matters within the control of Dyer andCrowe.

2. We are anxious to resolve any complaint you have about the service wehave given you as quickly as we possibly can. If you are initially unable to sortthings out with the person who has been dealing with you then you should pleasecontact one of the other Partners or Licensed Conveyancers within the practice.

3. Once we have received your complaint the person nominated to deal withyour complaint will write to you within 7 days to explain how your complaint willbe investigated if a complete response to your complaint has not been made bythat time. A complete answer to your complaint will be given not more than 28days after we have received your complaint. If your complaint was made verballywe will set out our full response to our understanding of the nature of yourcomplaint.

4.  The assessment of your complaint will be based upon a sufficient andimpartial investigation.  We will explain in writing our findings and where thecomplaint is upheld we will offer remedial action or redress. This will be dealt withas promptly as we possibly can.

5. If you are dissatisfied with any aspect of our handling of your complaintplease feel free to contact the person who has been nominated to deal with yourcomplaint who will conduct a separate review of your complaint whereupon youwill told about the conclusion of this review within 28 days.

6.  If after following the review process you remain dissatisfied with anyaspect of our handling of your complaint you may contact directly the legalombudsman   to   ask   them   to   consider   the   complaint   further.  They   can   becontacted at:-

Telephone number:  0300 555 0333
Legal Ombudsman, PO Box 15870, Birmingham, B30 9EB

Unless it agrees there are good reasons not to do so the Legal Ombudsman willexpect you in the first instance to allow us to consider and respond to yourcomplaint in accordance with the procedures set out above. You can refer yourcomplaint to the Legal Ombudsman up to 6 months after you have received ourfinal written response to your complaint (and within 12 months of you discoveringa problem).  You can also refer your complaint to the Legal Ombudsman if wehave not resolved your complaint within 8 weeks after we received it. The LegalOmudsman deals with service related complaints only. It will refer any conductrelated complaint it receives to the Council for Licensed Conveyancers.

As a CLC regulated firm if you have suffered an actual loss of money or of monetary value arising from our work and we are unable to meet the liability in full the CLC administer a compensation fund which you may apply.  More information is available at:-