Complaints procedure

Our procedure

1. A complaint is an oral or written expression of dissatisfaction which alleges that 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 sort things out with the person who has been dealing with you, please contact Laura Madden at this firm.
3. Once we have received your complaint, Laura Madden 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 be not more than 28 days after we 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 your 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.
5. If you are dissatisfied with any aspect of our handling of your complaint, please let us know in writing and the complaint will then be escalated to Adam Gilbert, the owner of AG Corporate Law Limited, which owns Michelle O’Shea & Co Ltd. Your complaint will be reviewed within 14 days and a full response will be provided.
6. If, after following the review process, you remain dissatisfied with any aspect of our handling of your complaint, you may contact the Legal Ombudsman directly to ask them to consider the complaint further:

   Legal Ombudsman
   Tel: 0300 555 0333
   Email: enquiries@legalombudsman.org.uk
   Website: www.legalombudsman.org.uk
   Address: Legal Ombudsman, PO Box 6167, Slough SL1 0EH

   Unless it agrees there are good reasons not to do so, the Legal Ombudsman will expect you to allow us to consider and respond 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 one year from the date of the act or omission, or from when you discovered the problem. The Ombudsman deals with service-related complaints; any conduct-related complaints will be referred to the Council for Licensed Conveyancers.

   Alternative complaints bodies such as Ombudsman Services (www.legalombudsman.org.uk) exist to deal with complaints about legal services, should both you and our firm wish to use such a scheme. We do not agree to use Ombudsman Services.

Where to send a complaint

Michelle O’Shea & Co Ltd
1a Exchange Road, West Bridgford, Nottingham, NG2 6BX
Tel: 0115 914 6205
Email: laura@michelleoshea.co.uk