Our mission is to ensure that each and every one of our clients enjoys a pleasant and professional experience. We strive to ensure that at the end of the transaction our clients are left happy and keen to recommend our service to others. Positive feedback from our clients is very important. It strengthens staff morale, it promotes repeat business and it is the cornerstone of our future business development.

We are realists and understand that however hard we work at keeping our clients happy there will be times when our service level dips and/or we are unable to meet all expectations. The true measure of a business is often laid bare when looking at how the business addresses concerns expressed by a client. In this document we hope you will see that if there is a slip up (and we are only human) we will listen to you carefully, where necessary we will make sure there is an early apology given, and most of all, we will take the concern very seriously and investigate it fully.

What do you need to do if you have concerns?

Many concerns arise out of a misunderstanding and/or lack of clear communication and can be resolved quickly through discussion with one of our team leaders. We have listed their contact details below, and as a first step we would encourage you to speak with Ben, Thomas or Emma as we have complete confidence in their ability to resolve problems quickly.

Legal Team
(Includes PurchaseSalesRemortgages and Transfers of Equity)

Ben Pett

Thomas Keene

Exchange and Completions Team
(Includes Post-Completion)
Emma Soulby

The Team Leader will acknowledge your concern within one working day of receipt. You will then receive their proposed resolution within two working days.

In the unlikely event the Team Leader is unable to allay your concerns the next step is to follow our formal complaints process detailed below.

Stage 1

Please record and send your concerns in writing to Charlotte Cottam, our Client Relations Manager via email at charlotte.cottam@mjpconveyancing.com or by letter using the following address: MJP Conveyancing Limited, 69-75 Thorpe Road, Norwich, NR1 1UA.

Charlotte, or a nominated person, will acknowledge your notification within three working days of receipt. When acknowledging receipt of your notification Charlotte will set out our understanding, request your confirmation or seek any necessary clarification. The formal expression of concern will be registered in the central register for monitoring and management information purposes and a separate file will be opened.

We will then commence our investigation and provide you with the firm’s full response within 10 working days. If you are unhappy with our response we will then escalate your concern to Stage 2 of our process.

Stage 2

We take any form of dissatisfaction very seriously and as a result of our ongoing commitment to ensuring good client care and quality of service, we outsource Stage 2 of our procedure to an Independent Complaints Handler, Resolve Legal.

We believe that this is in the interests of our clients as it allows us to obtain an independent view and also constructive feedback on how our service can be improved.

Both the Law Society in their ‘Complaints Management Practice Note’ and the Legal Ombudsman in their ‘Guide to Good Complaints Handling’ suggest that clients may be offered the opportunity for their concern to be investigated by an external independent mediator.

Resolve Legal will acknowledge your expression of dissatisfaction within 3 working days and will aim to provide a detailed assessment of their findings within 4 weeks of receipt.

Stage 3

If we and/or Resolve Legal are unable to resolve matters to your satisfaction you can involve the Legal Ombudsman at the conclusion of our complaints process.

Normally, you will need to bring your concern to the Legal Ombudsman within six months of receiving a final response from us and one year from the act or omission giving rise to the statement of dissatisfaction or one year from when you should have reasonably known there are grounds for raising your concerns.

You can contact the Legal Ombudsman by telephoning 0300 555 0333 or by writing to PO Box 6167. Slough, SL1 0EH. Their website address is www.legalombudsman.org.uk

Contacting Our Regulator

Should you wish to contact our Regulator, the Solicitor’s Regulation Authority (SRA) to make a complaint, you can do so by following the below link which will take you to their complaints resources:


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