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 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.  

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. 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.

  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 with the person you have been dealing with, please contact our Quality, Risk and Compliance Executive, Denise Hughes, for any service level concerns or our Post-Completion Manager, Jessica Cuthbert, regarding any post-completion concerns. Their contact details are as follows:

Denise Hughes

Phone: 01245 678025


Address: Parkview House, Victoria Road South, Chelmsford, CM1 1BT

Jessica Cuthbert

Phone: 01245 678037


  1. Once we have received your complaint, Denise Hughes or Jessica Cuthbert 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 not be more than 8 weeks after either Denise Hughes or Jessica Cuthbert have 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.

  2. This 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.

  3. If you are dissatisfied with any aspect of our handling of your complaint, please feel free to contact Claire Noble, who will conduct a separate review of your complaint.  You will be told about the conclusion of this review within 28 days.

  4. If after following the review process we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers.
    The Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. The requirement to refer your concerns to the Legal Ombudsman within six months of our final response to you remains the same. you remain dissatisfied with any aspect of our handling of your complaint, you may contact directly the Legal Ombudsman to ask them to consider the complaint further:
    • Legal Ombudsman
    • PO Box 6167
    • Slough
    • SL1 0EH
    • Tel no: 0300 555 0333
    • Email:
    • Website:

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. 

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: