Complaints Procedure

We are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

Simon Brook (Director) is the complaints manager and is responsible for dealing with all complaints. He can be reached on 01903 890 666 or sjb@southeastleasehold.co.uk. Giles Maberly is the Head of Legal Practice and will deal with all legal complaints.

The complaints procedure is as follows;

1. All complaints must be received in writing by the client or by authorisation of the client.
2. The complaint must outline the issue and provide detail as to the complaint so it can be properly addressed by the complaints manager.
3. Upon receipt of a legal complaint, the details will be sent to the Giles Maberly the Head of Legal Practice immediately (where the complaint has not been received directly by the Giles Maberly in the first instance);
4. The Complaints Manager will acknowledge the complaint and advise the client of the next steps.
5. The Complaints Manager and Giles Maberly will then fully investigate the complaint by reviewing the file, speaking to the members of staff involved and meeting with the client if appropriate.
6. Following the investigation, the Complaints Manager or Giles Maberly will inform the client in writing of the outcome of his/her investigation;
7. Where the client is not satisfied with the outcome of the investigation, they will be given an opportunity to appeal the decision.
8. The client may take the matter to the Legal Ombudsman as follows;

                 enquiries@legalombudsman.org.uk

              https://www.legalombudsman.org.uk/contact-us/

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

                        0300 555 0333 open 9am to 5pm Mon-Fri.

9. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).