Complaints Policy

Montpellier Legal is committed to providing a high quality conveyancing service and client care. In the unlikely event that you are in any way dissatisfied about any aspect of the service that you receive, or about an invoice, please initially contact the Team Leader supervising your file, or their Head of Branch, so we can do our best to resolve the problem straight away for you.

If matters have not been resolved to your satisfaction, please contact our Legal Operations Manager, Nicole Whiston, by email at nicole.whiston@montpellier.legal to set out your complaint.

We will acknowledge your complaint within 7 days and provide a full response within 4 weeks.

We will explain our findings in writing and where the complaint is upheld, may offer remedial action or redress.

If you are dissatisfied with the handling of your complaint, please contact Lucy Batten, our Chief Risk and Operations Officer by email at lucy@montpellier.legal, who will conduct a separate review and provide a further response within 4 weeks.

If after following our complaint process you remain dissatisfied, you may contact the Legal Ombudsman directly and ask them to consider the complaint further. 

The Legal Ombudsman investigates complaints about service issues with lawyers. You can find out more about their service by visiting www.legalobmudsman.org.uk or contacting them on 0300 555 0333 or by post to: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH.

The Legal Ombudsman will expect you to allow us to consider and respond to your complaint in accordance with the procedure set out above, unless it agrees there are good reasons not to do so.  They also expect complaints to be made to them within one year of the date of the act or omission about which you are concerned, or of you realising there was a concern. You must refer your concerns to the Legal Ombudsman within six months of our final response to you.

If your unresolved complaint relates to an insurance policy covering your case, you may alternatively contact the Financial Ombudsman Service:

• Phone: 0800 023 4567
• Email: complaint.info@financial-ombudsman.org.uk
• Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

Alternative Dispute Resolution (ADR) is a form of mediation similar, but separate to, the Legal Ombudsman. Companies exist who may be competent to mediate in some disputes, but you would need to obtain our express prior permission to use such a company. This doesn’t apply to contacting the Legal Ombudsman, which you can do at any time. You can find out more about ADR online.tacting the Legal Ombudsman, which you can do at any time. You can find out more about ADR online.