Complaints Procedure/Regulations

Convey Us thrives to provide a complaint free service. As Licensed Conveyancers, we must attempt to resolve clients’ complaints as quickly as possible and we are committed to following the Council for Licenced Conveyancers client care guidelines on this subject. We value our clients very highly and are determined to ensure our clients are never left unhappy with the service which we provide. If our clients ever have any concerns, we aim to deal with them at the earliest possible time.

Whilst we hope to provide you with a professional and efficient service we accept that there may be occasions when you may feel unhappy about some aspects of our service. In such circumstances please raise your concerns initially with the person who has the day to day conduct of your matter. The identity of this person will be set out in our Engagement letter or will have been notified to you subsequently in writing. If your complaint is not resolved to your satisfaction you may request a referral to the Complaints Manager whose identity will have been set out in our Engagement letter or has been otherwise notified to you in writing. If you prefer you may contact the Complaints Manager directly.

You will receive an acknowledgement of your complaint within 7 days together with a timetable as to when any investigation into your complaint will be concluded. This will normally be within 28 days. Only once this procedure has been exhausted can any complaint be made to the Legal Ombudsman. You can access the Legal Ombudsman website from the following hyperlink for further information: https://www.legalombudsman.org.uk/

You may also be entitled to make an application for a grant from the CLC compensation fund.

If your complaint is related to the conduct of the person acting for you, this may be made directly to the Council for Licenced Conveyancers (CLC).

 

Convey Us Limited is Authorised and Regulated by the Council of Licensed Conveyancers under Licence Number 2745.

Convey Us is a Limited company registered in England and Wales under Company Number  09760974.

The Registered address for Convey Us Limited is 1 York Road, Erdington, Birmingham, B23 6TE. VAT number is 229205030.