1. On the rare occasions that we receive a complaint we are committed to resolving any dissatisfaction speedily and effectively.
  2. A complaint should be addressed to the Fee Earner dealing with your matter.  He or she will acknowledge receipt within 2 working days and provide a substantive response within a further 14 days.
  3. If you are not satisfied with the substantive response, you can write to our Client Care Manager, Claire Dewhirst at our registered office address.  She will acknowledge your letter withing 72 hours of receipt and indicate the likely timescale for her to review the earlier substantive response and to correspond further with you, which will not exceed 14 days.
  4. After such further investigation and correspondence as she considers necessary, which may include a proposed meeting, Claire Dewhirst (claire@kingsguardlegal.co.uk) will issue a response to your complaint on behalf of the firm.
  5. If you do not agree with Claire’s findings you can escalate the matte to the Director of KingsGuard Legal James Hadley (james@kingsguardlegal.co.uk) who after receiving contact from you will acknowledge your contact promptly and indicate the likely timescale for him to review the earlier substantive response and to correspond further with you, which will not exceed 14 days. After such further investigation and correspondence as he considers necessary, which may include a proposed meeting, James Hadley will issue a final response to your complaint on behalf of the firm.
  6. If you are not satisfied with this final response, you then have 6 months in which you can refer the matter to the Legal Ombudsman on telephone 0300 555 0333 or at enquiries@legalombudsman.org.uk or Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.

You can also refer your complaint to the Legal Ombudsman if your complaint has not been resolved within 8 weeks of Kingsguard receiving the complaint.

In addition, you should be aware that the Legal Ombudsman will not accept your complaint if:

  • more than six years have elapsed from the date of the act or omission giving rise to the complaint; or
  • more than three years have elapsed from the time when you should have known about the complaint; or
  • the date of the alleged act or omission giving rise to the complaint was before 6th October 2010.

The Council for Licensed Conveyancers (CLC) may also help you if you are concerned about the conduct of the firm at CLC