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.
Any oral or written expression of dissatisfaction, whether justified or not, from a client or a 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, you have received or are receiving, we actively encourage you to discuss your concerns directly with your Case Manager or alternatively our Customer Excellence Manager, Rebecca Thomson. In most situations, we can resolve complaints or expressions of dissatisfaction, that are brought to our attention in this way.
If we are unable to resolve the complaint at this point, we would ask the client to fully particularise their concerns or issues. This can be in writing, verbally or in the clients preferred format.
At this point it will be escalated to the Manging Director.
Within 2 business days of receiving the full details of the complaint the Managing Director Martin Bourke 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 most 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.
In the unlikely event that you are still not satisfied with the response you can proceed to the next step.
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.
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.
All complaints regarding conduct should initially be reported to SLCC who may then refer this on to Law Society Scotland for review.
Contact details for the Scottish Legal Complaints Commission:
Capital Building, 12-13 St Andrew Square, Edinburgh EH2 2AF
Website: www.scottishlegalcomplaints.org.uk
Email: nicola.elliott@yourconveyancer.co.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 our Customer Excellence Manager, Rebecca Thomson. In most situations, we can resolve complaints or expressions of dissatisfaction, 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 the complaint at this point, we would ask the client to fully particularise their concerns or issues. This can be in writing, verbally or in the clients preferred format.
At this point it will be escalated to the Manging Director.
Within 2 business days of receiving the full details of the complaint the Managing Director Martin Bourke 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 most 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.
In the unlikely event that you are still not satisfied with the response you can proceed to the next step.
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.
Paul Churchill
Your Conveyancer,
East Port House
12 East Port
Dunfermline
KY12 7JB
Email: paul.churchill@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 conduct, you may wish to contact Council For Licensed Conveyancers ( https://www.clc-uk.org/handbook/the-handbook-2025/code-of-conduct/). 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/.
We are committed to ensuring that all clients receive clear, fair, and appropriate service especially within the complaints handling process. If you consider the client to be in a vulnerable position — whether due to health issues, disability, financial circumstances, language barriers, or other personal factors — please advise your manager as soon as possible. This will enable us to make reasonable adjustments to our communications and the way we deliver our services and response to the complaint the client has raised, ensuring that the client is fully supported and able to make informed decisions throughout the matter and the complaints process. All information disclosed will be treated sensitively and confidentially. Our aim is to always act in our clients’ best interests and to ensure that they are treated with respect, understanding, and fairness and in line with our Vulnerable Client’s Policy. A copy is available on request.