Chapter Law aims to provide you a high-quality conveyancing service in every respect. Should you have any questions, concerns or complaints about our work for you that haven’t been resolved by the main member of staff working on your matter then this is the procedure which Chapter Law will follow:
- Raise your complaint in writing to complaints@chapterlaw.co.uk, or if you are unable to email then to:Complaints
Chapter Law
12, Church Green East
Redditch, B98 8BP - Once we have received your complaint, we will write to you within 7 days of receipt to acknowledge your complaint and reply fully to your complaint within 28 days. This will allow us to undertake a thorough review of your file and investigate your complaint fully to provide you with a comprehensive response.
- The assessment of the complaint will be based upon a sufficient and fair investigation. We will provide a written response of the findings and where the complaint is upheld, we will offer remedy or redress.
- If you are still dissatisfied with any aspect or our handling of your complaint, you are able to raise your complaint to a second stage. Please put any outstanding issues in writing to escalations@chapterlaw.co.uk, or if you are unable to email then to:Head of Legal Practice (Complaints)
Chapter Law
12, Church Green East
Redditch, B98 8BP - If after following the review process you remain dissatisfied with any aspect of our handling of your complaint, you can make contact directly with the Legal Ombudsman for service-related complaints or to the Council for Licensed Conveyancers (CLC) for conduct related complaints to ask them to consider the complaint further:Legal Ombudsman
PO Box 6806
Wolverhampton, WV1 9WJ
Telephone: 0300 555 0333
Email address: enquiries@legalombudsman.org.uk
Website: https://www.legalombudsman.org.uk/CLC
WeWork
131 Finsbury Pavement
London, EC2A 1NT
Email address: clc@clc-uk.org
Website: https://clc-uk.org - Unless it agrees there are good reasons 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 12 months after you have received our final written response to your complaint. 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 or up to three years after discovering a problem. The Ombudsman deals with service-related complaints; any conduct related complaints will be referred to the Council for Licensed Conveyancers (CLC).
- In order to comply with the EU Directive on Consumer Alternative Dispute Resolution, we must also inform you that certified alternative dispute resolution services are available from complaints bodies such as Small Claims Mediation (telephone 0800 167 0700 email admin@small-claims-mediation.co.uk) which are able to deal with complaints about legal services should both you and ourselves wish to use such a scheme.
CLC Compensation Fund
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 (from whom details can be obtained).