At Your Conveyancer, we strive to provide our clients with the very best service. However, if something goes wrong or you are dissatisfied with the service you have received from us, you should tell us about it immediately.
A report, whether verbal or in writing, by a client or the customer of a Lender-client, that their expectation of what they consider to be a good service has not been met.
If you are dissatisfied with the service they have received or are receiving, we actively encourage you to discuss your concerns directly with your Case Manager or their supervisor. In the majority of situations, we are able to resolve complaints that are brought to our attention in this way.
If we are unable to resolve the complaint at this point please detail your concerns in writing highlighting issues that you may have in order that we may fully understand your complaint, and it will be escalate to the departmental head.
Within 2 business days of receiving your written complaint the departmental head will write to you with an acknowledgment letter including details of our complaints procedure and advise you who will be dealing with your complaint. Your complaint will be recorded in our Central Complaints Register and the complaints investigation will begin.
Within 7 business days – In the majority of cases, we will be able to send a written response to the Customer’s complaint within 7 business days of receiving it. If we are unable to complete our investigation within this period, we will contact you with an update on when you can expect a full response from us.
Once in receipt of our formal written response and you are still not satisfied. The matter can be escalated to our Client Care Director, or a person nominated by our Client Care Director who will then, within 7 business days, independently review and provide our final response to your complaint.
If the Client Care Director reviewed your complaint initially, another Director or Directors nominated person, will review and provide the final response.
Client Care Director
Nicola Elliott
Your Conveyancer,
East Port House
12 East Port
Dunfermline
KY12 7JB
Email: nicola.elliott@yourconveyancer.co.uk
Telephone: (01383) 667555
If our complaints procedure has been exhausted and we have not been able to reach an amicable resolution, you can refer your complaint to the Scottish Legal Complaints Commission. Before accepting a complaint for investigation, the SLCC will check that you have tried to resolve your complaint with us first.
Contact details for the Scottish Legal Complaints Commission:
Capital Building, 12-13 St Andrew Square, Edinburgh EH2 2AF
Website: www.scottishlegalcomplaints.org.uk
Email: enquiries@scottishlegalcomplaints.org.uk
If you are dissatisfied with the service that you have received or are receiving, we actively encourage you to discuss your concerns directly with your Case Manager or their Supervisor. In the majority of situations, we are able to resolve complaints that are brought to our attention in this way. You can register the complaint with the person dealing with your matter or their Supervisor.
If we are unable to resolve your complaint at this point, please detail your concerns in writing highlighting all areas of concern so that we may fully understand and address any issues that you may have.
At this point it will be escalated to the Departmental Head.
We will acknowledge the complaint within 7 days, record it centrally and provide information on our complaint-handling review procedure (if applicable), its timeframes and how it can be accessed.
The departmental head or their nominee will carry out a full investigation and independently review of the matter. Generally, a response will be provided within 7 Business days but where a full response cannot be given in 7 days we will acknowledge receipt of the complaint in that timescale, give the reason for the delay and commit to responding fully within 28 days of receipt of the initial complaint.
Our response to You will include:
Once in receipt of our formal written response and you are still not satisfied. the matter can be escalated to our Client Care Director, or a person nominated by our Client Care Director who will then, within 7 business days, independently review and provide our final response to your complaint.
If the Client Care Director reviewed your complaint initially, another Director or Directors nominated person, will review and provide the final response.
Client Care Director
Martin Bourke
Your Conveyancer,
East Port House
12 East Port
Dunfermline
KY12 7JB
Email: Martin.bourke@yourconveyancer.co.uk
Telephone: (01383) 667555
If our complaints procedure has been exhausted and we have not been able to reach an amicable resolution, you can refer your complaint to the Legal Ombudsman.
The Legal Ombudsman is an independent body established by the Office for Legal Complaints under the Legal Services Act 2007 to deal with complaints against Licensed Conveyancers.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first and that our complaints procedure has been exhausted. If the Legal Ombudsman is satisfied that the firm’s proposals for resolving a complaint are reasonable, it may decline to investigate further.
Please be aware however that complaints referred to the Legal will only be accepted if it is made within:-
The Legal Ombudsman may:
The Legal Ombudsman’s address is:
PO Box 6167, Slough, SL1 0EH
Telephone, 0300 555 0333
website, www.legalombudsman.org.uk or
email enquiries@legalombudsman.org.uk
The most common complaints about Licensed Conveyancers are about poor service and should therefore be sent to the Legal Ombudsman. If, however, you consider that your complaint involves a breach of Council For Licensed Conveyancers (https://www.clc-uk.org/handbook/the-handbook-2025/code-of-conduct/ ), you may wish to refer the matter to them. Please note that the CLC do not have the power to award compensation for poor service or to reduce or refund your legal fees.
Online Dispute Resolution:
The European Commission has established an Online Dispute Resolution Platform (ODR Platform). It is specifically designed to help customers resident in the European Union (EU) who have a complaint about goods or services bought online from traders established in the EU.
The ODR Platform can be found here: http://ec.europa.eu/consumers/odr/.