Complaints

We must:

  • Provide details about our complaints process and access to the LeO
  • Let you know that  they may be able to make an application for a grant out of the CLC Compensation Fund

New Homes Law complaints process is:

We are committed to providing a high-quality legal service to all of our clients. When something goes wrong we need you to tell us about it. This helps us to improve our standards and address any issues that may be arising within the service we are providing.

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

If you have any complaint about the way in which your matter has been dealt with this is the procedure which will be followed:
1. We aim to resolve any complaint you have about the service we have given you as quickly as possible. 
2. If you are unable to sort things out with the person who has been dealing with you please request they pass the matter on to their manager. They will contact you within 24 working hours to discuss and will resolve straight away or if further investigation is needed within 5 working days.
3. If you remain unhappy after this, please contact: 
Mrs C.L. Noble – Operations Director
New Homes Law, Parkview House, Victoria Road South, Chelmsford, CM1 1BT 
Telephone number: 0300 0200 009 Email address: c.noble@nhlaw.co.uk. 
Claire will write to you within 7 days to explain how your complaint will be investigated. 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 complain).
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 still remain dissatisfied with any aspect of our handling of your complaint, you may then contact: Grant Noble, CEO 
New Homes Law, Parkview House, Victoria Road South, Chelmsford, CM1 1BT
Telephone number: 0300 0200 009 Email address: g.noble@nhlaw.co.uk
He will conduct a separate review of your complaint. You will be told about the conclusion of this review within 28 days.
6. If after Grant’s review 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 
PO Box 6806, Wolverhampton WV1 9WJ 
Tel no: 0300 555 0333 
Email: enquiries@legalombudsman.org.uk Website: http://www.legalombudsman.org.uk

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 six years from the date of the act or omission or up to 3 years after discovering a problem. The ombudsman deals with the service-related complaints; any conduct-related complaints will be referred to the Council for Licensed Conveyancers.

The CLC administers a Compensation Fund: https://www.clc-uk.org/consumers/compensation/