Complaints Procedure

This Complaints Procedure enables TMW & Co to ensure that problems, complaints or concerns raised by its clients are dealt with in a fair, timely and consistent manor.

The following information regarding TMW & Co’s Complaint’s Procedure is TMW & Co’s internal Complaints Procedure process and it is hoped that your complaint can be resolved to your satisfaction using this following procedure: –

If your complaint cannot be resolved to your satisfaction, then you have the right to refer your complaint either to the Council for Licensed Conveyancers or the Legal Ombudsman depending on the nature of your complaint as set out below:

Legal Ombudsman

The Legal Ombudsman has jurisdiction to cover service-related complaints only so if your complaint relates to the service you have received and we have not been able to resolve your complaint, it should be referred to the Legal Ombudsman. The Legal Ombudsman can accept complaints up to 6 years from the act or omission or three years from when the complainant should have known about the issue. You may also refer your complaint to the Legal Ombudsman if our own Complaints Procedure has taken more than 8 weeks to complete and resolve your complaint.

Council of Licensed Conveyancers (CLC)

If your complaint relates to our conduct, then this type of complaint should be referred to CLC.
Contact information for the Legal Ombudsman and CLC can be found on the separate sheet of this Complaints Procedure.

Legal Ombudsman

Tel No: 030 0555 0333
Address: PO Box 6806 Wolverhampton WV1 9WJ

Council for Licensed Conveyancers

Tel No: 020 3859 0904
DX 42615 Cheapside
Address: 131 Finsbury Pavement London EC2A 1NT

Internal Complaints Procedure for TMW & Co.

1. A complaint is an oral or written expression of dissatisfaction which alleges that you the complainant has suffered (or may suffer) financial loss, distress, inconvenience, or detriment.

2. We aim to resolve any complaint you have about the service we have given you as quickly as possible. If you are unable to resolve matters with the person dealing with your case, please contact Mr. Mark Andrew Willey, Solicitor at Terence Michael Willey & Company of 27a, Cross Street, Ryde, Isle of Wight PO33 2AA – Tel 01983 811222 in the first instance setting out your complaint.

3. Once we have received your complaint, Mr. Mark Willey will write to you within 7 days to explain how your complaint will be investigated. If a complete response to your complaint has not been made by that time, you will be told the latest date by which a complete answer will be given to your complaint (this should not be more than 28 days after we have received your complaint). If you have made the complaint verbally either at a meeting or on the telephone, we will set out in our full response our understanding of the nature of the complaint.

4. The assessment of the complaint will be based upon a sufficient and fair investigation. We will explain in writing our findings and where the complaint is upheld will offer remedial action or redress. This will be actioned promptly. If you are dissatisfied with any aspect of our handling of your complaint, please feel free to contact Mr. Terence Michael Willey of Terence Michael Willey & Company of 27a, Cross Street, Ryde, Isle of Wight PO33 2AA – Tel 01983 811222 who will conduct a separate review of your complaint and you will be told about the conclusion of this review within 28 days.

5. If following the review process, you remain dissatisfied with any aspect of the handling of the complaint you may contact directly the Legal Ombudsman to ask them to consider the complaint further. In such instance please see the contact details on the separate list as set out in this Complaints Procedure.

Unless it agrees that there are good reasons not to do so, the Legal Ombudsman will expect you to allow us to consider and response to your complaint in accordance with the procedure set out above in the first instance. You can refer your complaint up to 6 months after you have received our final written response to your complaint. You can also use the Ombudsman Service if we have not resolved your complaint within 8 weeks of us receiving it. A complaint can be referred to the Legal Ombudsman up to 6 years from the date of the act or omission or up to 3 years after discovering a problem. The Ombudsman deals with service-related complaint; any conduct-related complaints will be referred to the Council for Licensed Conveyancers (please see their contact details on the contact sheet with this Complaints Procedure).