Any expression of dissatisfaction about the service you have received from Arrow Conveyancing Limited will be considered seriously. We will respond to any client who is unhappy with our service in a timely manner in order to address any concerns.

Arrow Conveyancing Limited is committed to providing a professional service to all our clients. If you feel we have failed to achieve an acceptable standard of client care we encourage you to let us know in order to provide us with the opportunity to improve our quality of service.

1. Putting things right

We recognise that in many cases it is possible to resolve any issues, and we would prefer to work with you to address any concerns as a priority.  

If you are unhappy with our service at any point of your matter, in the first instance you should contact the file handler dealing with your matter.

You can contact your file handler either by telephone, letter or email.  In most cases the file handler dealing with your matter will be able to resolve your concerns quickly.

Should you still be unhappy, you can contact your file handler’s manager.    

2. Working with the resolution team/Raising a Complaint

Should you be unable to come to a satisfactory resolution with your file handler and their manager you can raise your concern with a member of our resolution team for a review to be undertaken. If you wish to raise a complaint, this must be done in writing addressed to our Resolution team.

You can contact a member of our resolution team by telephone, letter or email resolution@arrowconveyancing.co.uk

‍Should you wish to write to us rather than email, then this should be addressed to:
Resolution Team
Second Floor
Mansion House
41 Guildhall Lane
Leicester
LE1 5FQ

Please note that our resolution will only consider matters where you have previously sought to resolve this directly with the file handler and their manager.

The resolution team will: - 
I. Acknowledge receipt of your complaint within five working days of receipt,
II. Review the matter in full
III. Speak with the file handler;
IV. Speak with the file handler’s supervisor;
V. Wherever possible, look to resolve the issue
VI. Provide a written response within four weeks of acknowledging receipt of your complaint

As part of this process, we would continue to seek to remedy any concern or issue that you may have; ongoing work will not be disrupted by this review. 

A written response will be sent within four weeks of the complaint confirmation date.  This will set out any proposed remedy and will state whether it is our final response or whether there are further steps to be taken to resolve the matter.

3. Referral to the Legal Ombudsman

Upon receipt of our final letter, if you are not satisfied with the outcome, you may have the right to complain to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007, which deals with legal services complaints. 

The Legal Ombudsman expects complaints to be made to them within six years of the date of the act or omission about which you are concerned or within three years of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

However, please note that from 1 April 2023 these time limits are changing. From the 1 April 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 can contact the Legal Ombudsmen via the following contact details: 

By writing: - 

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