ESSENTIAL INFO

OFFICES

©2019 Viney Becks LTD.  All rights reserved.
Practice Licence Number 11115.

icon_MAIL.png
icon_FACEBOOK.png
icon_TWITTER.png
icon_LINKEDIN.png

Complaints Procedure

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

A complaint is an oral or written expression of dissatisfaction which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience or detriment.

We aim to resolve any complaint you have about the service we have given you as quickly as possible. If you are unable to sort things out with the person who has been dealing with you, please contact our practice in writing via post or email to:
Angela Viney
Angela Viney Conveyancing Services
3 Carlton Place
HALIFAX

West Yorkshire

HX1 2SB
mail@angelaviney.co.uk


Once we have received your complaint, we will write to you within 7 days to explain how your complaint will be investigated (if a complete response to your complaint has not been made by that time). You will be told the latest date by which a complete answer will be given to your complaint (this should not be more than 28 days after we received your complaint). If you have made the complaint verbally - either at a meeting or on the telephone - we will set out in our full response our understanding of the nature of your complaint.

The assessment of the complaint will be based upon a sufficient and fair investigation. We will explain in writing our findings and where the complaint is upheld we will offer remedial action or redress. This will be actioned promptly.

If you are dissatisfied with any aspect of our handling of your complaint, please feel free to contact our practice in writing via post or email to:

Darren Becks
Angela Viney Conveyancing Services
3 Carlton Place
HALIFAX

West Yorkshire
HX1 2SB

mail@angelaviney.co.uk


A separate review will be made of your complaint and you will be told about the conclusion of the review within 28 days.

If after following the review process you remain dissatisfied with any aspect of our handling of your complaint, you may contact the Legal Ombudsman directly to ask them to consider the complaint further.

The Legal Ombudsman's contact details
Legal Ombudsman

PO Box 6806
Wolverhampton
WV1 9WJ 
0300 555 0333
enquiries@legalombudsman.org.uk
www.legalombudsman.org.uk


Unless there is a good reason not to do so, the Legal Ombudsman will expect you to allow us to consider and respond to your complaint in accordance with the procedure set out above in the first instance. You can refer your complaint up to 6 months after you have received our final written response. You can also use the Ombudsman service if we have not resolved your complaint within 8 weeks of us receiving it. A complaint can be referred to the Legal Ombudsman up to six years from the date of the act or omission up to 3 years after discovering a problem. The Ombudsman deals with service-related complaints; any conduct-related complaints need to be referred to the Council for Licensed Conveyancers (CCL).

Alternative complaints bodies such as ProMediate and the ADR Group are also competent to deal with your complaints about legal services should both parties wish to use such a scheme.