5. Investigating the complaint
5.1. We will acknowledge the complaint within seven days of receipt of your complaint which allows for any postal delays and notify you who will be handling your complaint. This will usually be the supervisor for the person dealing with your matter.
5.2. We will record your complaint in our central register and open a file for your complaint. We will conduct a full investigation and an independent review of the matter.
5.3. We aim to respond in full within 28 days. However, if the complaint is of a more complex nature, we may require more time, but we will let you know when you will receive a full response. We may also invite you to meet with a manager to gather more information and resolve the matter.
5.4. We will reply to you, usually in writing by email following the outcome of the review of the complaint investigated.
5.5. Where the complaint is upheld we will offer remedial action or redress. This will be actioned promptly.
5.6. If you remain dissatisfied with the outcome, or the way the complaint has been handled, you may write to the Head of Conveyancing, Rebecca de Andrade at Rebecca.email@example.com and also at the address above, who will make such further investigations as are necessary and notify you of the outcome of the review, their conclusion and any alternative proposals for remedial action within 28 days. Any suggested remedial action will be actioned promptly. Please mark any email or letter for the attention of the Head of Conveyancing.
5.7. If still unresolved at this stage, you may take the complaint to the Legal Ombudsman or, in accordance with the Alternative Dispute Resolution Regulations to an Alternative Dispute Resolution (ADR) Scheme Provider. We will issue a final letter advising you of this.