Complaints Procedure
Our Complaints Policy
We are committed to providing a high-quality legal service to all our clients. If something goes wrong, or you are dissatisfied about the service you have received at any stage of your transaction, we ask that you raise your expression of dissatisfaction with us so we can reach a resolution with you wherever possible. This will also help us to improve our standards.
This policy applies to all real estate matters, being the buying or selling of residential property, re-mortgages, transfers of equity, and equity release matters.
This policy applies for all complaints made after 1st September 2026.
How you should express any dissatisfaction with our service
Send your dissatisfaction to conveyancingdissatisfaction@chadlaw.co.uk
- Please ensure that you provide copies of any correspondence between you and the person dealing with your matter and customer service team regarding the complaint.
- We will send you an acknowledgement within 24 working hours. We may also ask you to clarify or explain more details.
- We will record your complaint in our Central Register.
- We will then start to investigate your complaint. This will involve reviewing the file, considering the correspondence that has been raised in relation to the complaint, and input from the File Supervisor and client service team.
- We shall respond to your complaint in writing, setting out our decision. We shall endeavour to do this within 28 days of the matter being referred. If we need longer to address the issue, we will inform you as soon as we become aware of the fact and let you know how long it will take.
- We aim to resolve all complaints within 56 days of the date, on which we receive the complaint.
If we cannot resolve your complaint
The Legal Ombudsman may be able to assist if you are not satisfied with our response and we have been unable to resolve the complaint with you. Please note, however, that the Ombudsman will check that you have tried to resolve the issue with us first in line with this policy.
You must refer your complaint to the Ombudsman:
– Within six months of receiving our final 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 have reasonably known that there was cause for complaint.
The Legal Ombudsman’s contact details are:
Address: PO Box 6167, Slough, SL1 0EH
Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
If you should have a complaint about our conduct or believe that there has been any dishonesty or unfair treatment, you may contact the Solicitors Regulation Authority (SRA). Details of the SRA can be found at www.sra.org.uk or by writing to them at The Cube, 199 Wharfside Street, Birmingham, B1 1RN.
Mediation
Please note that alternative bodies such as Pro-Mediate (www.promediate.co.uk) exist which are competent to deal with complaints about legal services should you and we agree to use such a scheme. Please note that we do not agree necessarily to use Pro-Mediate.
Also, should you have received our client care information, including our statement of terms and terms of business at the outset of your matter from us electronically.
July 2026
