This page outlines our complaints procedure, which summarises our processes for resolving complaints relating to the provision of our services.

We take all complaints very seriously and we’ll do everything we can to fix the issue you’re unhappy with as quickly and effectively as possible.

We will work with you to try and find an informal resolution to your complaint. If this has not been possible it will be necessary to follow the formal Complaints Process set out below.

The Complaints Process

STAGE 1: Team Manager

Written complaints should be addressed to Customer Services, Gordons Property Lawyers, SC House, Vanwall Road, Maidenhead, Berkshire SL6 4UB, or sent by email to customerservices@gplawyers.co.uk.

When we receive the complaint we will pass it to the relevant Team Manager who will review the complaint with the Case Handler. The Team Manager will then respond, with a view to seeking a resolution acceptable to you.

If a resolution cannot be found, the Team Manager will confirm this to be the case and will refer your complaint in accordance with Stage 2 which is detailed below. If the Team Manager is unable to contact you, the Team Manager will respond to your complaint in writing.

STAGE 2: Managing Director

Your complaint will be passed to the Managing Director, Paul Norris, who will review your complaint and respond to you within 10 working days following receipt of your formal complaint.

STAGE 3: Legal Ombudsman

If have been unable to settle your complaint using our internal complaints process you have a right to complain to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007 that deals with legal services complaints.

You have six months from the date of our final letter in which to complain to the Legal Ombudsman. You should contact the Legal Ombudsman using the following contact details:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Telephone: 0300 555 0333
Email address: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

It is important that you pass through each step as detailed above as our regulating body will need to know the matter has been escalated through the proper procedure to enable them to deal with your complaint effectively.

Alternative complaints bodies (such as ProMediate, www.promediate.co.uk) exist which are competent 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 ProMediate.