Complaints

Our commitment

We want to hear when something has not gone well. We aim to handle every concern fairly, promptly and without prejudice to the person raising it, and to use what we learn to improve the service.

What your complaint should include

To help us look into a concern quickly, please tell us:

• Your name and how you would like us to reply
• The name of the law firm involved, and any matter reference
• What happened, and when
• Who you dealt with, if known
• What impact it has had
• What outcome you are looking for

How to submit a complaint

Email: hello@connectedconveyancing.co.uk

Telephone: 07356 285287

If you need to raise a concern in another way, please tell us and we will try to accommodate it.

Acknowledgement and response

• We aim to acknowledge a complaint within 3 working days
• We aim to provide a substantive response within 20 working days after acknowledgement
• If we need longer, we will tell you why and give a revised date

How we look into a complaint

We review the records of the work involved, speak to the people concerned, and set out our findings, what we will put right and any changes we will make.

Complaints involving the instructing law firm

Connected Onboarding provides administrative and operational support only. It is not a law firm, is not regulated by the Solicitors Regulation Authority, and does not provide legal advice.

Complaints about legal advice, the conduct of a solicitor, regulated legal work, fees, or the firm's risk assessment and client-acceptance decisions should normally be directed to the instructing law firm, which will have its own complaints procedure and its own regulatory escalation routes.

We do not suggest that the Legal Ombudsman has jurisdiction over Connected Onboarding. If a concern turns out to be about the law firm's own work, we will say so and help you direct it to the right place.

Data-protection complaints

If your concern is about how personal information has been handled, please see our Privacy Policy. You may also complain to the Information Commissioner's Office at ico.org.uk. Where we handle information on behalf of a law firm, the firm is normally the data controller and we will pass the concern to it.

Record keeping

We keep a record of complaints, our response and any action taken, so that we can review patterns and improve. Records are kept confidentially and retained in line with our retention arrangements.

Accessibility and reasonable adjustments

If you need this procedure in another format, need more time, or would like to raise a concern with support from someone else, please tell us and we will make reasonable adjustments.