Home About us Our services Price Conveyancing Introducers Vacancies Contact us 01704 511 300 COMPLAINTS PROCEDURE If you have any complaint about the way in which your matter has been dealt with this is the procedure which will be followed: 1. A complaint is an oral or written expressions of dissatisfaction which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience, or detriment. 2. We are anxious to resolve any complaint you have about the service we have given you as quickly as possible. If you are unable to sort things out with the person who has been dealing with you please contact the office and ask for the Team Manager of the case handler dealing with your file. 3. Once we have received your complaint, the Team Manager will write to you within 7 days to explain how your complaint will be investigated if a complete response to your complaint has not been made by that time. You will be told the latest date by which a complete answer will be given to your complaint (this should be not more than 28 days after we received your complaint). If you have made the complaint verbally - either at a meeting or on the telephone - we will set out in our full response our understanding of the nature of your complaint. 4. The assessment of the complaint will be based upon a sufficient and impartial investigation. We will explain in writing our findings and, where the complaint is upheld, will offer remedial action or redress. This will be dealt with promptly. 5. If you are dissatisfied with any aspect of our handling of your complaint, please feel free to contact Simon Law – Director by email . Simon will arrange for a separate review of your complaint to be conducted. You will be told about the conclusion of this review within 28 days.

Home About us Our services Price Conveyancing Introducers Vacancies Contact us 01704 511 300 Refund policy The firm will refund to you any sum paid (subject to non-refundable disbursement costs) should your transaction abort prior to its completion. Due to the nature of our service, deposits taken are used to fund the purchase disbursements on your behalf. For example, but not limited to – Search Packs. Should the firm have ordered any such non-refundable disbursement in relation to your case, you will be charged the agreed fee in full for these items. Any refund made will take account of incurred disbursements, and we will only refund of the balance on your account net of such disbursement costs incurred by the firm. "We really appreciated all the time and effort... "We really appreciated all the time and effort Katie put into our case. She understood we had a baby due at any time and really tried to push things for us. Thank you Katie! We would have no hesitation in recommending your services and would definitely use you again in the future!! "