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 necessary, 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)
Exchange and Completions Team (Handles Post-Completion Matters)
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 Manager, Charlotte Cottam, via:
Charlotte, or a designated representative, will acknowledge your complaint within three working days. This acknowledgment will confirm our understanding of your concern and may request clarification if needed. 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 a full response within 10 working days. If you are dissatisfied with our response, you may escalate your complaint to Stage 2.
To ensure impartiality and continuous improvement, we outsource Stage 2 of our complaints process to independent complaints handlers, Resolve Legal or Legal Eye. This approach allows us to gain an objective perspective and constructive feedback on how we can enhance our services.
If you choose to proceed with an independent review, we will instruct Resolve Legal or Legal Eye to investigate your complaint. They will aim to provide either direct or via ourselves a detailed assessment of their findings within four weeks of their instruction.
If your complaint remains unresolved after Stage 2, you may contact the Legal Ombudsman.
You must bring your complaint to the Legal Ombudsman within:
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:
https://www.sra.org.uk/consumers/problems/report-solicitor/
We value your feedback and are committed to addressing any concerns with professionalism and care.
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