Everyone at HB Property Legal Ltd is keen to ensure that we maintain the highest professional standards in all areas of our work and we strive to deliver excellent client service.

In the unlikely event that are unhappy with any aspect of our service please contact the fee earner who is acting for you, who will attempt to resolve the matter. If you still feel the matter remains unresolved, please write, email or telephone with details of your complaint, including your client reference number to:

Mr Daniel Hewitt, Managing Director A: HB Property Legal Ltd, Suite 7, Stanley House, Crofts Bank Road, Urmston, Manchester, M41 0TZ. T: 0161 850 8553 E: dlh@hbpropertylegal.co.uk

We will send you a letter acknowledging receipt of your complaint, within 3 days of receiving it, enclosing a copy of this Complaint Handling Procedure document. Daniel Hewitt or one of his colleagues will then investigate your complaint, reviewing the relevant files and speaking with the person responsible for carrying out your work and where appropriate, their superior.

We will then write to you within 21 days (and probably much sooner) of sending you the acknowledgement letter to either; a) Invite you to a meeting, to discuss and hopefully resolve your complaint; or b) Send you a detailed written reply to your complaint, including any suggestions for resolving the matter. If you are still not satisfied with this response, you should contact us again and we will arrange for the Directors to review the case and the handling of your complaint.

We shall then write to you, within 14 days of your request for a review, confirming our final position on your complaint, and explaining our reasons. Should this procedure fail to resolve your complaint, or if your complaint has not been satisfactorily dealt with within 8 weeks, then you can contact: 

The Legal Ombudsman, P.O. Box 6806, Wolverhampton, WV1 9WJ. Tel. 0300 555 0333, Email enquiries@legalombudsman.org.uk or visit www.legalombudsman.org.uk Please note that any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint. The Legal Ombudsman will accept complaints from individuals, small businesses, charities, clubs, societies, associations and trusts.

CLC Compensation Fund

We are covered by Professional Indemnity Insurance, however, if you make a valid claim against us for a loss arising out of work for 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.