We are sorry that you are not satisfied with the service you have received. As a conveyancing and property law practice, we are committed to providing a professional service and to resolving any concerns promptly, fairly, and in accordance with our regulatory obligations.

How to Make a Complaint

• If you are unhappy with any aspect of our service (including delays in conveyancing transactions, communication, costs, completion issues, undertakings, or file handling), you may initially wish to raise the matter with the Firm's Compliance Officer for Legal Practice (COLP). Many issues can be resolved quickly and informally at this stage. The COLP can be contacted by email at: info@sharpwell-law.com.
• If the matter is not resolved, or you prefer to make a formal complaint, you may submit your complaint to the Firm's Compliance Officer for Finance and Administration (COFA) by email at: info@sharpwell-law.com, or by completing the complaint form below. Please include full details of your complaint, including relevant dates, property address (if applicable), transaction stage (e.g. instruction, exchange, completion), and any supporting documentation.
• We may not investigate complaints that are made more than six years after the act or omission complained of, or (if later) more than three years from the date when you ought reasonably to have been aware of the issue, except where we are required to do so under applicable regulatory rules.
• If you are not satisfied with our final response, or if we do not resolve your complaint within eight weeks of receipt, you may refer the matter to:
  • The Legal Ombudsman
    Telephone: 0300 555 0333
    Email: enquiries@legalombudsman.org.uk
    Address: PO Box 6167, Slough, SL1 0EH
    Website: https://www.legalombudsman.org.uk/how-we-work/
  • The Solicitors Regulation Authority (SRA) The SRA can assist where there are concerns about professional conduct, dishonesty, or regulatory breaches. Further information is available on their website.

How We Process Your Complaint

• Upon receipt of your complaint, we will acknowledge it in writing, normally within five working days.
• The COFA (or another senior fee earner not involved in your matter, where appropriate to avoid any conflict of interest) will carry out a full and impartial investigation.
• In conveyancing matters, this may include reviewing the full transaction file, including:
  • contract papers and correspondence
  • title information and search results
  • completion statements and financial records
  • undertakings and post-completion documentation
• We may contact you to request clarification or additional information where necessary to properly assess your concerns.
• We aim to provide a full written response within 28 days of acknowledging your complaint. If this is not possible due to the complexity of the matter (for example, where completion issues, third-party delays, or lender involvement require further investigation), we will inform you and provide a revised timeframe.
• Our written response will set out:
  • the findings of our investigation
  • whether your complaint is upheld in whole or in part
  • any remedial steps we propose (if applicable)
  • our final position on the matter

General

• Raising a complaint will not affect how we continue to act for you in any ongoing conveyancing matter, unless continuing to act would be inappropriate or in conflict with your interests.
• We reserve the right to update or amend this complaints procedure from time to time to reflect changes in law, regulation, or professional best practice.