When something goes wrong we need you to tell us about it. This will help us improve our standards.

Our Complaints Procedure

If you have a complaint, contact us with the details. Your complaint may be made in writing, by email or by telephone.

What will happen next?

1. We will record your complaint in our central register and open a separate file for your complaint. We will also let you know the name of the person who will be dealing with your complaint. We will do this within a day of receiving your complaint. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.
2. We will then start to investigate your complaint. This will normally involve the following steps:
   • We will pass your complaint to our Client Care department, within 3 days.
   • The appointed officer will then examine the matter and the information in your file. If necessary, he may also speak to the appointed Solicitor and/or yourself. This will take up to 3 days from receiving their reply and the file.
3. The officer will then report to you and hopefully have the complaint resolved. Within four weeks of receiving a complaint, we will send you either:
   • A final response which adequately addresses the complaint; or
   • A holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
4. Within eight weeks of receiving a complaint we will send you either:
   • A final response with adequately addresses the complaint; or
   • A response which:
     1. (i) explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
     2. (ii) informs you that you may refer the handling of the complaint to the The Legal Ombudsman if you are dissatisfied with the delay.
5. We will let you know the result of the review within 5 days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.
6. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.
7. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:
   
   Legal Ombudsman
   PO Box 6806
   Wolverhampton
   WV1 9WJ

   Tel: 0300 555 0333
   Email: enquiries@legalombudsman.org.uk

8. If your complaint is about the conduct of a member Solicitor, we will advise you in connection with reporting the matter to the Solicitors Regulation Authority who are the body responsible for the regulation of Solicitors. If we have to change any of the timescales above, we will let you know and explain why. Should you have any questions about this policy, please contact us:Tel: 0800 612 4690
   E-mail: claims@housingdisrepairhelpline.co.uk