Complaints and the Legal Ombudsman

You have the right to complain if you are dissatisfied with Kennan Kay & Co. We operate an internal complaints procedure and your initial complaint should be made to the person responsible for your transaction. You can request a copy of our Complaints Procedure at any time.

We have appointed a Practice Complaints Officer, Marie Hassall. In the event that the person responsible for your file has not been able to satisfactorily deal with your complaint, you should write to Marie at the office address. Marie will acknowledge your complaint within 7 days and work to resolve your complaint within the time scales outlined in the procedure.

If you continue to not be satisfied you are entitled to contact the Legal Ombudsman, details below.

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 procedures set out above, before they will consider it.

The legal Ombudsman can be contacted as follows:

Telephone:  03005550333
Address:  Legal Ombudsman
PO Box 6806

Alternative Dispute Resolution

In addition and in accordance with the EU Consumer ADR Directive please find details below of a complaint body approved by The Chartered Trading Standards Institute, which is competent to deal with complaints about legal services. We agree to use this body if you so prefer.

Address:  PO Box 10352,
Oakham, Rutland, LE15 0SY

If you make a valid claim against us for a loss arising out of work which we are legally responsible, and we are unable to meet our liability in full, you may be entitled to claim from the compensation fund administered by the Council for Licensed Conveyancers (From whom details can be obtained)

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