Complaints Procedure

Most concerns about the services provided by a CLC practice can be resolved quickly by raising them promptly direct with the practice.

As we are regulated by the CLC we are required to comply with the CLC’s Regulatory Arrangements. These set out the professional standards expected of all practices and individuals. The CLC works with practices and individuals to mitigate any risk they may pose to the public by helping them comply with these Regulatory Arrangements. The CLC does not regulate solicitors or solicitors practices. If your complaint is about a solicitor/solicitor’s practice please contact the Solicitors’ Regulatory Authority (SRA).

Complaints are separated into three types:

Service Complaints

A service complaint is about the poor service a client has received from a licensed conveyancer. The CLC does not investigate or determine these complaints. A service complaint can usually only be made by the client, who should always refer to their licensed conveyancer first to try and resolve the issue.

We will respond to a complaint within seven days. Where a full response cannot be given within this timeframe we will acknowledge receipt of the complaint, give the reason for the delay and commit to responding fully within twenty-eight days of receipt of the initial complaint.

If you have not received a response within eight weeks you can ask the Legal Ombudsman (PO Box 6806 Wolverhampton WV1 9WJ) to look at it. Generally, you can ask the Legal Ombudsman to look at your complaint within either six years of the problem happening or three years from when you found out about it (if it took place more than six years ago). You will need to bring the complaint to the Legal Ombudsman within six months of our final response. If you do not meet these time limits the Legal Ombudsman may not be able to investigate it.

Negligence Complaints

We generally treat complaints as Negligent Complaints where the compensation payable if the

complaint is agreed is likely to be substantial and/or there is a dispute whether the practice made a

mistake. All CLC Practices have professional indemnity insurance (PII) to provide cover in these situations. Most disputes are resolved quickly by the parties. If they are not, court proceedings are started which are decided by a single judge applying the law on the basis of the evidence given by the parties.

Where the CLC is aware that a complaint has been referred to insurers it will generally take no further action in relation to the complaint until it has received confirmation that the matter referred to insurers has been resolved (the claim is either paid – in whole or in part – or it is rejected by insurers).

After the matter has been determined by insurers and at the request of the complainant, the CLC will determine whether there is a conduct complaint which should be investigated

Conduct Complaints

The CLC does not operate a general complaints service about CLC regulated persons. The CLC can only investigate complaints about the professional conduct of a CLC regulated person/practice.

You may raise a complaint about the conduct of the CLC regulated person if their actions may have breached the CLC’s Code of Conduct or our other Regulatory Arrangements.