Our aim is to always provide the best client experience. We are committed to investigating and resolving complaints and service issues quickly and effectively.

Intial Complaints Process

If you are not satisfied with the service that you have received or if you have concerns in relation to your transaction, please raise these issues with the property lawyer responsible for your case and they will try to agree a resolution with you as quickly as possible. You can provide them with details of your issues using the messaging area in MyEden (my.edenconveyancing.com).

If you do not believe the issues have been resolved or are being properly addressed, then you can raise a complaint to the supervisor for your case. You can find the name of your case supervisor in the case details area in MyEden.

Upon receipt of your complaint, we will try to provide a full response within 5 working days. If more investigation is required, then we may take up to 15 working days to respond. If, after the initial process, you are not satisfied that an agreed resolution has been implemented please escalate your complaint (see below).

All complaints and services issues are regularly reviewed by our Senior Leadership Team to ensure that we learn from the issues raised.

Escalated Complaints Process

If our Initial Complaints Process has been completed and the issues raised have not been resolved, you can use the following escalated complaints process:

1. Please email details of your escalated complaint to our Head of Legal Practice at: holp@edenconveyancing.com
2. We will acknowledge receipt of your escalated complaint by email within 5 working days, confirm the contact details of the person dealing with your complaint and request any necessary additional information from you
3. Within 20 working days of receipt of your escalated complaint, we will email you with our response detailing our investigation of your escalated complaint, with suggestions for resolution wherever possible.  Where we are unable to meet these timelines, we will update you on the reasons for any delay.  Our response will include a clear explanation of our assessment and decision on the complaint and any offer of remedial action or redress where a complaint is upheld. You will also be given the opportunity to discuss the issues raised with the individual dealing with your complaint. Our response will contain information on your Right to refer to the Legal Ombudsman (see below)

External Complaints Process

If you are still not satisfied, after having fully completing our escalated complaints process, you may contact the Legal Ombudsman to consider the complaint.

The Legal Ombudsman will not deal with your complaint until 8 weeks have elapsed since the implementation of our formal complaints procedure. The Legal Ombudsman only deals with service related complaints and will refer any conduct related complaints to The Council for Licensed Conveyancers.

You will need to complain to the Legal Ombudsman within 6 months of receiving a final response from us or within 6 years from the date of the act or omission giving rise to the complaint or within 3 years from the date you should reasonably have known there are grounds for complaint.

The contact details for the Legal Ombudsman are as follows:

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Websites: www.officeforlegalcomplaints.org.uk www.legalombudsman.org.uk

Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ