Complaints Procedure

Erhardt & Warnell are committed to providing high quality professional legal services to all our clients. However, we recognise that there may be occasions where you have concerns regarding our services.

If you have a complaint about the service provided by us please, in the first instance, contact the partner who is handling your matter. The complaint will then be investigated and reported back to you as soon as possible.

If the issue is unable to be resolved by the partner acting for you, the matter should be referred to the other Partner who will investigate the complaint in accordance with this Procedure. You should provide him/her with full details of your complaint and copies of any relevant documents.

You can write to either of the Partners at:

Erhardt & Warnell
59b High Street
Ascot
Berks SL5 7HP

Email :

laurence.warnell@erhardtwarnell.com

julie.erhardt@erhardtwarnell.com

Telephone : 01344 623400

What will happen next?

Erhardt & Warnell has a written complaints procedure which is detailed hereunder and all complaints are handled promptly, fairly and effectively in accordance with it.

  1. Within 7 working days of receiving your complaint, we will write to you by way of acknowledgement, your complaint will be recorded in our central register and allocated a reference number.
  1. Your complaint will be referred to the Partner who acted for you with a request for a report to be provided. The Partner who acted for you will discuss the report with the other Partner and who will then independently review your file.
  1. The Partner looking after your complaint will write to you with the Firm’s decision upon the complaint within 21 days of receipt of your complaint or your clarification of any issues which may assist him in reaching his decision whichever shall be the later. If that is not possible, we will inform you why this is the case and by when a response will be delivered.
  1. Should you remain dissatisfied following an investigation of the matter under this Procedure or feel that the matter cannot be dealt with internally, then a complaint may be made to the Legal Ombudsman within 6 months of the last contact that you have from this Firm (i.e. within six months of receiving the letter from the Firm in response to your complaint). The Legal Ombudsman will accept complaints from individuals and certain other entities. Please see their website (below) for further details.

The Legal Ombudsman must receive details of any complaint that you wish to raise with them within 12 months of any act/omission or within 12 months of when you reasonably knew or ought to have known of the act or omission that has given you cause to complain. In exceptional circumstances, the Legal Ombudsman may consider complaints outside these timescales. Further information (including an explanation of the time limits) may be obtained by you from the Legal Ombudsman at any time.

TheLegal Ombudsman contact details are as follows :

The Legal Ombudsman
PO Box 6806
Wolverhampton
WF1 9WJ

Telephone : 0300 555 0333

Email :enquiries@legalombudsman.org.uk

Website :www.legalombudsman.org.uk

Please Note that only copies of documents should be sent to the Legal Ombudsman’s office to avoid any original documentation being lost or destroyed.

Please also note that the Legal Ombudsman is not able to consider a complaint unless it has first been investigated by this firm.

The Legal Ombudsman deals with service related complaints only; it will refer any conduct-related complaints it receives to the Council for Licensed Conveyancers.