At Montrose Conveyancing LTD, we value every unique relationship between our customers and their properties. We like to make sure the process is carried efficiently and professionally. If at any time you feel there is an issue with our service, please inform your case manager so that we can put it right without delay. If the problem is not resolved to your satisfaction, our written complaints policy is available upon request and your written complaint should be made to Andrew Graham at Montrose, 2 Beaufort Buildings, Spa Road, Gloucester, GL1 1XB.
If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman of PO Box 6806 Wolverhampton WV1 9WJ to consider the complaint. 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 our written complaints procedure in the first instance. You can refer your complaint up to 6 months after you have received our final written response to your complaint. You can also use the Ombudsman service if we have not resolved your complaint within 8 weeks of us receiving it. A complaint can be referred to the Legal Ombudsman up to six years from the date of the act or omission or up to 3 years after discovering a problem. The ombudsman deals with service-related complaints; any conduct-related complaints will be referred to the Council for Licensed Conveyancers.
If you make a valid claim against us for a loss arising out of work for which we are legally responsible, and we are unable to meet our liability in full, you may be entitled to claim from the Compensation Fund administered by the Council for Licensed Conveyancers (from whom details can be obtained).