Complaint Resolution Procedure

Our Policy

We always strive to provide a professional and efficient service to every client. However we do have a procedure in place to offer the opportunity to find a resolution to any concerns you may have.

Our Procedure

Step One:

Contact your Conveyancer. Their contact details are set out in the initial paperwork we sent to you. Alternatively please call us on 01656 733 265 and we will provide you with them. Your Conveyancer will consider your concerns and try to resolve them to your satisfaction.

Step Two:
If your Conveyancer has been unable to resolve your concerns, please contact Laura Matthews, Head of Compliance, in writing at the contact details below. Please set out your concerns and any relevant information.
14 Park Street, Bridgend CF31 4AX, or by email to


1.  We will acknowledge your letter informing you of the person who will be dealing with your complaint within 3 working days.

2.  We will then start to investigate your complaint and provide you with a response either in writing or, where appropriate, by telephone within 7 days of the acknowledgement. We may need to contact you for further information in the meantime. In the event that we require additional time to consider your complaint in full we will let you know.

Step Three:
If you are not satisfied with our response you can contact us again in writing to the address below.  A review of our decision will be completed within 5 days of receipt of your letter. This will be our final response.
The Complaints Director 1 Llynfi Road, Maesteg CF34 9DS

Step Four:
If you are not satisfied with how we have dealt with your complaint you can contact the Legal Ombudsman at the address below. The Legal Ombudsman will normally only consider a complaint after we have had the opportunity to resolve the matter directly with you first. The time limits for the Legal Ombudsman accepting a complaint are:

  • 6 years from the date of act/omission, or
  • 3 years from when you should have known about the complaint.
  • The Legal Ombudsman will not accept complaints where the act or date of awareness were before 6 October 2010.

    Legal Ombudsman
    PO Box 6806
    WV1 9WJ