Complaints Procedure

Our Complaints Procedure

If you have concerns, we are here to listen. This procedure explains who to speak to, what we will do, and how quickly you can expect to hear from us.

Our Commitment to You

At MJP Conveyancing, our mission is to provide every client with a professional and enjoyable experience. We aim to ensure that, by the end of your transaction, you are satisfied and confident in recommending our services to others. Positive client feedback is vital to us, because it boosts team morale, encourages repeat business, and forms the foundation of our future growth.

We recognise that, despite our best efforts, there may be occasions when our service does not meet expectations. How we address these situations reflects our commitment to client care. If a concern arises, we promise to listen carefully, offer a prompt apology when appropriate, and thoroughly investigate the matter in order to resolve it.

The First Step: Speak With the Right Team Leader

Many concerns stem from misunderstandings or communication issues and can often be resolved quickly by speaking with one of our team leaders. We encourage you to contact the appropriate team leader below, as we are confident in their ability to address and resolve issues promptly.

The team leader will acknowledge your concern within one working day of receipt. You will then receive their proposed resolution within two working days.

In the unlikely event that the team leader is unable to allay your concerns, the next step is to follow our formal complaints process, detailed below.

Formal Complaints Process

Stage One: Contacting the Client Relations Manager

If your concern remains unresolved, please submit it in writing to our Client Relations Team. Either Kaitlyn Griffin or David Pett will deal with your complaint.

The person handling your complaint, or a designated representative, will acknowledge it in writing within three working days. This acknowledgement will confirm our understanding of your concern and may request clarification where necessary. Your complaint will be logged in our central register for monitoring purposes, and a separate file will be opened.

We will conduct a thorough investigation and provide our full written response within ten working days of acknowledgement. This will be our final response to your complaint. Should we require additional time owing to the complexity of the matter, we will write to you to explain the reason and provide a revised date for our final response, which will in any event be issued within eight weeks of you first raising the complaint.

If you remain dissatisfied with our final response, you may refer your complaint to the Legal Ombudsman, as set out in Stage Two below.

Stage Two: Escalation to the Legal Ombudsman

The Legal Ombudsman is an independent body that investigates complaints about the legal services provided to consumers. You may contact the Legal Ombudsman if:

• you remain dissatisfied with our final response, or
• we have failed to provide a final response within eight weeks of you raising your complaint with us.

You must bring your complaint to the Legal Ombudsman within:

• six months of receiving our final written response to your complaint, and
• no more than one year from the date of the act or omission being complained about, or
• no more than one year from the date when you should reasonably have known that there was cause for complaint.

Contacting Our Regulator

If you wish to report a solicitor or make a complaint to our regulator, the Solicitors Regulation Authority, you can do so through their online resources at www.sra.org.uk/consumers/problems/report-solicitor.

The Solicitors Regulation Authority can investigate concerns about behaviour or conduct, such as dishonesty, misuse of money, or discrimination. It does not deal with complaints about the standard of service, which fall to the Legal Ombudsman.

We value your feedback and are committed to addressing any concerns with professionalism and care.