At MJP Conveyancing, our mission is to provide every client with a professional and enjoyable experience. We aim to ensure that by the end of your transaction, you are satisfied and confident in recommending our services to others. Positive client feedback is vital to us as it boosts team morale, encourages repeat business, and forms the foundation of our future growth.
We recognise that, despite our best efforts, there may be occasions when our service does not meet expectations. How we address these situations reflects our commitment to client care. If a concern arises, we promise to listen carefully, offer a prompt apology when appropriate, and thoroughly investigate the matter to resolve it.
Many concerns stem from misunderstandings or communication issues and can often be resolved quickly by speaking with one of our team leaders. We encourage you to contact the appropriate team leader listed below, as we are confident in their ability to address and resolve issues promptly.
Legal Team (Handles Purchases, Sales, Remortgages, and Transfers of Equity)
PURCHASE
SALE
Exchange and Completions Team (Handles Matters After Completion)
The team leader will acknowledge your concern within one working day and provide a proposed resolution within two working days.
If the team leader is unable to resolve your concern, you may proceed to our formal complaints process outlined below.
If your concern remains unresolved, please submit it in writing to our Client Relations Team. Either Kaitlyn Griffin or David Pett will deal with your complaint, and you can contact them via:
The person handling your complaint, or a designated representative, will acknowledge it in writing within three working days. This acknowledgement will confirm our understanding of your concern and may request clarification where necessary. Your complaint will be logged in our central register for monitoring purposes, and a separate file will be opened.
We will conduct a thorough investigation and provide our full written response within 10 working days of acknowledgement. This will be our final response to your complaint. Should we require additional time owing to the complexity of the matter, we will write to you to explain the reason and provide a revised date for our final response, which will in any event be issued within eight weeks of you first raising the complaint.
If you remain dissatisfied with our final response, you may refer your complaint to the Legal Ombudsman as set out at Stage 2 below.
The Legal Ombudsman is an independent body that investigates complaints about the legal services provided to consumers. You may contact the Legal Ombudsman if:
You must bring your complaint to the Legal Ombudsman within:
Contact Details for the Legal Ombudsman
If you wish to report a solicitor or make a complaint to our regulator, the Solicitors Regulation Authority (SRA), you can do so via their online resources at https://www.sra.org.uk/consumers/problems/report-solicitor/. The SRA can investigate concerns about behaviour or conduct, such as dishonesty, misuse of money, or discrimination. The SRA does not deal with complaints about the standard of service, which fall to the Legal Ombudsman.
We value your feedback and are committed to addressing any concerns with professionalism and care.
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