Spoor & Co - Complaint Procedure

Spoor & Co is committed to high quality legal advice and client care. If you are unhappy about any aspect of the service you receive, please telephone Mrs Moss immediately so that we can do our best to resolve the problem for you. If the complaint is not resolved to your satisfaction please follow our complaints procedure which we set out as follows:

1. Please write to Mrs Moss with the details of your complaint. Mrs Moss 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 given a complete response within 28 days of receiving your complaint.
2. The assessment of the complaint will be based upon a sufficient and impartial investigation. We will explain in writing our findings and, where the complaint is upheld, will offer remedial action or redress. This will be dealt with promptly.
3. If you are dissatisfied with the response please let Mr Spoor know in writing, Mr Spoor will respond within 7 days.
4. If after following our complaints procedure you remain dissatisfied or if we have failed to respond to you within 8 weeks of receiving your complaint, you may contact the Legal Ombudsman to ask them to consider the complaint further. You can find out more about their service by visiting www.legalobmudsman.org.uk or contacting them on 0300 555 0333 or by email to: enquiries@legalombudsman.org.uk or in writing to:

   Legal Ombudsman
   PO Box 6806
   Wolverhampton
   WV1 9WJ

Your complaint should be submitted to the Legal Ombudsman within six years from the date of the act or omission and within 3 years of the date that you should reasonably have known there were grounds for complaint. If your complaint is service-related the Legal Ombudsman will deal with it and may ultimately award you compensation which your lawyer must pay to you.

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 before they will consider it.

The Legal Ombudsman deals with service related complaints only. If your complaint is conduct related the Legal Ombudsman will refer the complaint to the Council for Licensed Conveyancers.

Alternative complaints bodies (such as ProMediate, www.promediate.co.uk) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. Our practice agrees to use such alternative dispute resolution should you request this course of action.

Council for Licenced Conveyancers – Compensation Fund

If you have suffered an actual loss of money or of monetary value arising out of work for which Spoor & Co is legally responsible and if we are unable to meet our liability in full, you may be able to make an application for a grant from the CLC Compensation Fund.

You can make a claim if you have suffered a loss that was caused by:-

• dishonesty
• fraud
• negligence
• failure to account for money received

To make a claim you can contact the CLC directly by email clc@clc-uk.org or by telephone on 020 3859 0904.