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Frazine Johnson Solicitors


COSTS INFORMATION FOR CONVEYANCING AND ADMINISTRATION OF ESTATES


The Solicitors Regulation Authority requires that we provide you with information about some of our services; these are

buying and selling freehold and leasehold properties;

mortgages and re-mortgages as well as dealing with the assets of deceased persons, known as Probate.


We must:


tell you who will do the work, their qualifications  and experience as well as who will supervise them.

give you details of the work to be undertaken and the key stages

tell you our charges for doing the work including the cost of any likely disbursements

give you information how you can make a complaint and, if necessary, refer the matter to the Solicitors Regulation Authority or the Legal Ombudsman.


THIS IS WHO WE ARE


Frazine Johnson Solicitors, as it is now known, was started in May 1999 by Frazine. George Curran joined the firm in September 1999. Both Frazine and George are partners in the firm.


The firm holds the Law Society accreditation for “Excellence in Legal Practice and Client Care”, known as Lexcel as well as being accredited in the Law Society’s “Conveyancing Quality Scheme”.


Frazine was admitted as a solicitor in 1989 and she has extensive experience of residential property matters and also Probate. George was admitted as a solicitor in 1979 and he also has extensive experience of residential property matters. Each of them supervises the work of the other.


They both have much more experience of many other areas of legal work.


You can be confident that all work carried out for you will be undertaken by fully qualified and well experienced solicitors and no one else.



OUR APPROACH TO ACTING FOR YOU


When you ask either of us to act for you we want to make sure that we fully understand what you want us to do so that we can explain the process we will follow. This will vary from one person to another depending on their various experiences and circujmstances.


We will seek to give you realistic estimates of the time it will take for a transaction however the timescale will be subject to variation due to the speed of reaction of other parties.


We know that instructing a solicitor may be unusual for some people. Our task is therefore to make sure that you know what is happening and that we reduce the risk of any anxiety you may have.


We are happy that you can have direct access to us by telephone, email or by calling at the office. Many people find that because we are located close to where they live or work this is a great convenience to them


If you have any questions or are unsure what is happening do not hesitate to contact us so that we can give you an explanation.



SELLING PROPERTY


Below is a general indication of the service we will provide for you but this may alter to reflect changes that occur.


a) The process begins when we receive instructions from you to sell your property, the agreed price and details of the Buyer. This may also come to us from the Estate Agent. Your Estate Agent will also send to us an Energy Performance Certificate.


b) We are required to prove your identity and we will ask you to provide information about the property as well as, details of any items to be sold with it or to be removed. We will also obtain information from the Land Registry regarding the property.


c) If the property is not freehold your ownership will be in the form of a Lease. In this case we will have to obtain information from the Landlord and any Managing Agent they have appointed.  


d) Armed with all this information we will then prepare a Contract for the sale.


e) The Contract and all the information received from you and from the Land Registry will then be sent to the solicitors representing the Buyer.


f) They will examine this information and may ask questions in accordance with the instructions they have received from the Buyer if they think the information supplied is either unclear or not complete.


g) When the Buyer’s solicitor is satisfied with all the information provided and has received the replies to any enquiries or investigations they have made it will then be possible to Exchange Contracts and we will report to you to take your further instructions regarding exchange of contracts and your preferred arrangements for completion.


h) Before taking the step to Exchange Contracts either party can decide that they do not wish to proceed and there are no financial consequences between the Parties but each Party will probably have their own legal fees to pay. The step of exchanging contracts creates a legal relationship between the parties. If after this step either party decides that they do not want to go ahead and finalise the transaction there is likely to be financial consequences.


i) At the time when contracts are exchanged the date for completing the transaction will be agreed. We will consult with you to make sure that the date agreed on is one that is acceptable to you. This date is known as the Completion Date and is the date when you must move out of the property if you have not already done so.


j) At Exchange the Buyers will also pay to us a deposit as part of the purchase price; this is usually 10% of the full price.


k) The period of time from receiving your initial instructions to exchange of contracts is variable but is approximately 10 weeks.


l) After Exchange of Contracts we will receive from the Buyer’s solicitor the legal document (the Transfer) that will transfer ownership from you to the Buyers for approval and for signing by you. If there is a current mortgage we will also obtain from the Lender details of how much money must be sent to them to repay the mortgage on the Completion Date.


m) On the Completion Date we will receive the balance of the purchase monies and send the Transfer to the Buyer’s solicitor to transfer ownership of the property. If there is a mortgage we will also send money to the Lender to repay the loan and take steps to ensure that the Legal Charge is removed. We will also pay the Estate Agents invoice if you wish us to do so.


n) When the balance of the purchase monies is received we will let you know that the sale has been completed. We will also inform the Estate Agents that the transaction has been completed and that they can give the keys of the property to the Buyers.


o) To finalise the transaction we will provide you with a financial statement showing all monies we have received and spent on your behalf and send you the balance.


p) The period of time from Exchange to Completion is variable but is usually about 2 weeks.


SELLING: THIS IS HOW THE COST IS WORKED OUT


It’s not one single figure but the total of a number of elements.


These costs are based on a property which is registered at the Land Registry and are only indicative as we do not know the full details of your transaction or circumstances.


If it is discovered that the legal title is defective or there are missing documents; or that Building Regulation Approvals or Planning Permissions or other approvals  do not exist these will require additional work and are not included in these quoted costs


Professional Fees


The matrix below will show the amount of our fees for selling a house of the value of your property and the related VAT.







FEES FOR SELLING PROPERTY -  2018   

    

Transaction Price Professional Fees VAT 20% Total

Up to £200,000 £667.00 £133.40 £667.00

Up to £249,000 £723.00 £144.60 £723.00

Up to £349,000 £806.00 £161.20 £806.00

Up to £450,000 £890.00 £178.00 £890.00

Up to £525,000 £1,002.00 £200.40 £1,002.00

Up to £600,000 £1,114.00 £222.80 £1,114.00

Up to £700,000 £1,251.00 £250.20 £1,251.00

Up to £800,000 £1,412.00 £282.40 £1,412.00

Up to £900,000 £1,575.00 £315.00 £1,575.00

Up to £1,000,000 £1,777.50 £355.50 £1,777.50

Up to £1,250,000 £2,240.00 £448.00 £2,240.00

Up to £1,500,000 £2,688.00 £537.60 £2,688.00

Up to £1,750,000 £3,136.00 £627.20 £3,136.00

up to £2,000,000 £3,528.00 £705.60 £3,528.00



For dealing with the discharge of an existing mortgage we will charge £147.00 including VAT.


If your property is Leasehold there will be an additional fee of £294 including VAT for the extra activities mentioned above and for obtaining information from the Landlord and any Managing Agents. But this fee will not include any additional work required if relevant consents or approvals which should have been obtained from Landlord or Managing Agents have not been obtained.


Disbursements (payments to third parties on your behalf)


i. In addition to the above professional fees it will usually be necessary to obtain details of your ownership and of the property from the Land Registry; these are usually £6 (including VAT)


ii. If your property is leasehold the costs of obtaining information from a Landlord or Managing Agents are very variable; in the range of £150 to £400 plus VAT. We will not know those costs until we have made enquiries  to obtain them. Once that information is known we will inform you.


iii. We might also have to obtain a copy of the Lease from the Land Registry for which a fee of £7 (including VAT) is payable. These fees will be the same irrespective of which firm represents you.


iv. If we have to transfer money electronically we will charge £42 per payment including VAT. This is likely to arise in respect of redeeming any mortgage.


BUYING PROPERTY


Below is a general indication of the service we will provide for you but this may alter to reflect changes that occur.


a) We will initially take instructions from you about the transaction including the price agreed, whether you will need a mortgage and whether you are also selling a property; in which case you might want is to make sure that you complete both transactions on the same day.


b) We also need to know if the property is freehold or leasehold as this affects the amount and nature of the work to be done and the fees.


c) Whether you are a first-time buyer, or replacing your current home or buying for investment purposes will affect the amount of Stamp Duty Land Tax payable by you.


d) We are required to prove your identify and will need to know if you are buying on your own or with another person. We will ask you to provide information about the property and details of any items to be bought as part of the transaction. We will also need to clarify with you the availability and source of monies needed to fund the purchase.


e) The Solicitors for the Seller will provide us with a Contract for the Purchase together with a range of background information about the property.


f) If you are buying with the assistance of a mortgage we will initiate a range of searches which are obligatory as a condition of your loan; these searches are sent to the local Council, the water and drainage suppliers and also to check a range of environmental matters. If you will not have a mortgage we will discuss with you the benefit of making these searches and you can decide if they should be undertaken.


g) We will examine all the information received from the Seller’s solicitor and as a result of our searches and discuss this with you. If there are areas of uncertainty we will make further enquiries. Once we are happy with all the information received we will be ready to Exchange Contracts and we will report to you to take your further instructions regarding exchange of contracts and your preferred arrangements for completion.


h) Before taking the step to Exchange Contracts either party can decide that they do not wish to proceed and there are no financial consequences between the Parties but each Party will probably have their own legal fees to pay. The step of exchanging contracts creates a legal relationship between the parties. If after this step either party decides that they do not want to go ahead and finalise the transaction there is likely to be financial consequences.


i) At the time when contracts are exchanged the date for completing the transaction will be agreed. We will consult with you to make sure that the date agreed on is one that is acceptable to you. This date is known as the Completion Date and is the date when you will become the owner of the property and can move in. If you have a related sale we will seek to ensure that the Completion Date for both transactions is the same.


j) At Exchange you will have to pay to the Seller’s solicitor a deposit as part of the purchase price; this is usually 10% of the full price but can be less with agreement.


k) The period of time from receiving your initial instructions to exchange of contracts is variable but is approximately 10 weeks.


l) After Exchange we will prepare the document which the Seller signs to transfer ownership of the property to you when they receive the balance of the purchase money. We will also make searches of the Land Registry to make sure that there have been no changes to the registered information initially provided to us.


m) If there is to be a mortgage we must also make a search to ensure that you are not bankrupt and we will send a report to the Lender asking that they send us the mortgage monies in time to complete the purchase on the agreed date.


n) On the Completion Date we will send the balance of the purchase monies to the Seller’s solicitors and receive confirmation that you will be able to collect the keys for the property; usually from the Estate Agent, and move in.


o) Following Completion we will pay any Stamp Duty Land Tax that is due to be paid. We will also make an application to the Land Registry to register your ownership and any related mortgage. When that is completed we will provide you with details of your registration.


p) If you have bought a leasehold property we will also register your ownership with your Landlord and any relevant Management Company.


q) To finalise the transaction we will provide you with a financial statement showing all monies we have received and spent on your behalf and send you the balance.


r) The period of time from Exchange to Completion is variable but is usually about 2 weeks. But the time from Completion to finalisation of your registration can be quite long depending on the current number of applications made to the Land Registry; this can be about 2 months.


BUYING: THIS IS HOW THE COST IS WORKED OUT


It’s not one single figure but the total of a number of elements.


These costs are based on a property which is registered at the Land Registry and are only indicative as we do not know the full details of your transaction or circumstances.


If it is discovered that the legal title is defective or there are missing documents; or that Building Regulation Approvals or Planning Permissions or other approvals  do not exist these will require additional work and are not included in these quoted costs




Professional Fees


The matrix below will show the amount of our fees for buying a house of the value of your property and the related VAT.


FEES FOR BUYING  PROPERTY -  2018   

    

Transaction Price Professional Fees VAT 20% Total

Up to £200,000 £667.00 £133.40 £667.00

Up to £249,000 £723.00 £144.60 £723.00

Up to £349,000 £806.00 £161.20 £806.00

Up to £450,000 £890.00 £178.00 £890.00

Up to £525,000 £1,002.00 £200.40 £1,002.00

Up to £600,000 £1,114.00 £222.80 £1,114.00

Up to £700,000 £1,251.00 £250.20 £1,251.00

Up to £800,000 £1,412.00 £282.40 £1,412.00

Up to £900,000 £1,575.00 £315.00 £1,575.00

Up to £1,000,000 £1,777.50 £355.50 £1,777.50

Up to £1,250,000 £2,240.00 £448.00 £2,240.00

Up to £1,500,000 £2,688.00 £537.60 £2,688.00

Up to £1,750,000 £3,136.00 £627.20 £3,136.00

up to £2,000,000 £3,528.00 £705.60 £3,528.00



For dealing with your Lender in respect of your mortgage we will charge £147.00 including VAT.


If the property you are buying is leasehold we will charge an additional fee of £294 including VAT for reviewing the Lease and the leasehold obligations as well as securing information from the Landlord and any Management Company.


Disbursements (payments to third parties on your behalf)


In addition to the above fees the following costs will also usually be incurred:-


i. The Searches mentioned above (paragraph f) cost about £300 including VAT but they vary from area to area. In some parts of the country it is advisable to carryout additional searches mainly relating to underground activities. If this should be relevant we will inform you and give you details of the costs. Such a situation may affect your decision to proceed with the purchase.


ii. The cost of the final searches (paragraphs l & m) made before Completion will vary due to the number of people involved in the purchase. The Land Registry Search Fee is £3 including VAT and the Bankruptcy Search is £2 per person including VAT.


iii. If we have to transfer money electronically we will charge £42 including VAT per payment; this is likely in respect of sending the purchase monies on completion.


iv. The fee to register your purchase is set by the Land Registry and varies according to the price paid. This is found on Scale 1 on the Land Registry website at


https://www.gov.uk/guidance/hm-land-registry-registration-services-fees#scale-1-fees


v. If you have bought leasehold property there will be a fee to register your ownership with your Landlord and any relevant Management Company; this is usually in a range from £50 to £200.


vi. The amount of Stamp Duty Land Tax to be paid will depend on the purchase price and also on your circumstances; that is whether you are a first-time buyer, or replacing your current home or buying for investment purposes. This is set by the Government and can be identified from the HMRC website at


https://www.stampdutycalculator.org.uk/



All these disbursement costs will be applicable whoever acts for you and there is unlikely to be any significant differences from one firm to another.









MORTGAGES AND REMORTGAGES


Below is a general indication of the service we will provide for you but this may alter to reflect changes that occur.


Most mortgages are taken out when a property is bought. Sometimes they may be taken out later or in substitution for an existing mortgage.


In most circumstances the work closely resembles that of buying a property.


a) We will initially take instructions from you about the transaction including the amount to be borrowed and whether it will be in respect of a property you will live in or an investment property.


b) We are required to prove your identify and will need to know if you are acting alone or with another person.


c) We will obtain information of your ownership from the Land Registry and initiate a range of searches which are obligatory as a condition of your loan; these searches are sent to the local Council, the water and drainage suppliers and also to check a range of environmental matters.


d) We will examine all the information received from the Land Registry and as a result of our searches and discuss this with you. If there are areas of uncertainty we will make further enquiries. Once we are happy with all the information received we will be ready to report to the Lender to request the mortgage monies.


e) If the transaction is to obtain a mortgage to replace an existing mortgage (a re-mortgage) we will also seek details of the amount required to pay-off the current mortgage.


f) We will then prepare the Mortgage Deed and any related documents to be signed and also make searches of the Land Registry to make sure that there have been no changes to the registered information initially obtained.


g) We must also make a search to ensure that you are not bankrupt.


h) Following completion of the Mortgage we will make an application to the Land Registry to register the mortgage. When that is completed we will provide you and the Lender with details of your registration.


i) If you have a leasehold property we will also register your mortgage with your Landlord and any relevant Management Company.


j) To finalise the transaction we will provide you with a financial statement showing all monies we have received and spent on your behalf and send you the balance.


k) This whole process should be achieved within 8 weeks depending on the circumstances of your ownership and the speed of action of other parties.


l) But the time from completion to finalisation of your registration can be quite long depending on the current number of applications made to the Land Registry; this can be about 2 months.


MORTGAE/REMORTGAGE: THIS IS HOW THE COST IS WORKED OUT


It’s not one single figure but the total of a number of elements.


These costs are based on a property which is registered at the Land Registry and are only indicative as we do not know the full details of your transaction or circumstances.


If it is discovered that the legal title is defective or there are missing documents; or that any required approvals do not exist these will require additional work and are not included in these quoted costs


Professional Fees


The matrix below will show the amount of our fees for a mortgage or remortgage of the value of your intended mortgage and the related VAT.


FEES FOR MORTGAGES -  2018   

    

Transaction Price Professional Fees VAT 20% Total

Up to £200,000 £500.25 £100.05 £600.30

Up to £249,000 £542.25 £108.45 £650.70

Up to £349,000 £604.50 £120.90 £725.40

Up to £450,000 £667.50 £133.50 £801.00

Up to £525,000 £751.50 £150.30 £901.80

Up to £600,000 £835.50 £167.10 £1,002.60

Up to £700,000 £938.25 £187.65 £1,125.90

Up to £800,000 £1,059.00 £211.80 £1,270.80

Up to £900,000 £1,181.25 £236.25 £1,417.50

Up to £1,000,000 £1,333.13 £266.63 £1,599.76

Up to £1,250,000 £1,680.00 £336.00 £2,016.00

Up to £1,500,000 £2,016.00 £403.20 £2,419.20

Up to £1,750,000 £2,352.00 £470.40 £2,822.40

up to £2,000,000 £2,646.00 £529.20 £3,175.20


Disbursements (payments to third parties on your behalf)


In addition to the above fees the following costs will also usually be incurred:-


i. The Searches mentioned above (paragraph c) cost about £300 including VAT but they vary from area to area. In some parts of the country it is advisable to carryout additional searches mainly relating to underground activities. If this should be relevant we will inform you and give you details of the costs. Such a situation may affect your decision to proceed with the purchase.


ii. The cost of the final searches (paragraphs f & g) made before completion of the mortgage will vary due to the number of people involved. The Land Registry Search Fee is £3 including VAT and the Bankruptcy Search is £2 per person including VAT.


iii. If we have to transfer money electronically, to pay-off a current mortgage we will charge £42 including VAT per payment.


iv. The fee to register your purchase is set by the Land Registry and varies according to the price paid. This is found on Scale 2 on the Land Registry website at  


https://www.gov.uk/guidance/hm-land-registry-registration-services-fees#scale-2-fees


v. If your property is leasehold there will be a fee to register the mortgage with your Landlord and any relevant Management Company; this is usually in a range from £50 to £200.



All these disbursement costs will be applicable whoever acts for you and there is unlikely to be any significant differences from one firm to another.


ADMINISTRATION OF ESTATE (PROBATE)


Below is a general indication of the service we will provide for you but this may alter to reflect changes that occur.


The cost is not one single figure but the total of a number of elements.


These costs are based on an uncomplicated Estate are only indicative as we do not know the full details of the circumstances.


If it is discovered that there are missing documents; or that the legal title to any property to be sold is defective these will require additional work and are not included in these quoted



a) After a person dies they will have assets and liabilities that need to be dealt with by a surviving relative, friend or where the deceased has made a Will, an appointed Executor. In some instances the deceased may have few assets or an uncomplicated estate and so the administration may be considered simple. In many cases the administrator will prefer to employ the services of a professional Solicitor.


b) The services we provide are not charged at fixed prices or a percentage of the value of the Estate but based on our hourly rate (currently £245 per hour plus VAT) and the length of time taken to administer the estate from the receipt of initial instructions until the final distribution of the legacies to the beneficiaries. We anticipate this will take between 10 hours and 20 hours.


c) The exact cost will depend on the individual circumstances of the matter. For example if there is one beneficiary and few assets the costs will be at the lower end of the range. If there are many executors, beneficiaries or inheritance tax to pay the costs will be at the higher end. If there are disputes between beneficiaries on the division of assets or claims against the Estate the costs will exceed the higher range.


d) Initially only an estimate of the time can be given based on the information provided. When we have more substantive information we will provide a more accurate estimate of the length of time and consequent fees If there is an unforeseen complexity or you ask us to proceed in a way that involves additional work above our estimate you will be notified of this and provided with revised costs information.


e) There will also be third party costs to pay related to your matter which are likely to be:


Probate application fee of £155 plus 50p per additional copy grant;

£7 swearing of the oath (per executor);

Bankruptcy search at £3 per beneficiary; and

Approximately £250 dependent on the costs of the papers at the time for notices in the London Gazette and a local newspaper (this helps to protect against unexpected claims from unknown creditors.


We will handle the payment of these on your behalf to ensure a smoother process.


f) The conveyancing of any property to be sold will be costed under our fixed fee rates. All of our costs will be deducted from the Estate prior to the final distribution.


g) Whether the deceased has left a Will or not there are similar stages to be followed. The first is to obtain the Death Certificate and deal with the funeral directors. This can take time as mourning is important especially when you are very close to the deceased.


h) We will then ask you to provide to all of the deceased’s paperwork relating to all of their assets, such as the their home or other property, bank accounts, investments and shares and their liabilities such as a mortgage, any loans credit cards and bills. This information is needed to ascertain the full extent of the Estate at the date of death of the deceased.


i) Taxation plays an important part in the administration of the estate. The Deceased will need to pay income tax to the date of death and the Estate is taxed on income on assets such as dividends, rent on rented properties and interest from investments received after the date of death until distribution to the beneficiaries. This can only be ascertained when property is sold and the investments closed.


j) Inheritance tax may be payable but this depends on the amount of assets and the reliefs that can be claimed. We will prepare the tax forms appropriate to the Estate and send them to HMRC. Where necessary Inheritance Tax can be paid either up front or, where property is part of the assets, by installments. We will request you to sign all tax forms.


k) The next stage is to obtain the Grant of Probate (usually just referred to as Probate) from the Probate Registry. To do this you will need to swear an oath before another solicitor. This oath and the Will (if one has been made) and the appropriate tax form will be sent to the Probate Registry along with the fee, currently £155 plus 50p for each copy.


l) When the application is processed Probate will be received by us which will enable us to claim the assets held by various organisations. You will need to sign forms as required by organisations to close bank and similar accounts, make insurance claims etc. We will send the application forms together with  Probate to the organisations for them to forward the funds either to us, to our Firm’s Clients Account or to a destination approved by you. Probate will also be needed to sell any property.


m) We will prepare a report to inform you of the amount of the various assets collected, the income tax, if any, to be paid, the estate administration costs and thereby calculate the balance of the estate for distribution. The final stage is for you to approve the closure of the estate and the distribution to the beneficiaries.


As you can appreciate the timescale from start to finish can be anything from 3-6 months and in very complex cases, for example which involve overseas assets and pensions even longer. The timescale will also be affected by how long it might take to sell a property and the speed of response of the organisations and persons we have to deal with. You will be kept informed as to progress and given an estimate as to how long it will take to complete the outstanding stages.



COMPLAINTS PROCERURE

AND

EXTERNAL REVIEW


We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should tell us immediately so that we can do our best to resolve the problem.


Below is our Complaints Procedure together with details how you may refer your complaint to the Solicitors Regulation Authority or the Legal Ombudsman.


Our complaints policy

1. We are committed to providing a high-quality legal service to all clients.  When something goes wrong or you are otherwise dissatisfied we need you to tell us about it.  This will help the Practice to maintain and improve its standards. Any expression of dissatisfaction with our service to you is a complaint.

Our complaints procedure

2. If you have a complaint, please contact the person who you have been dealing with (the “relevant person”) and give them full details of your complaint.

What will happen next?

3. If they need to clarify anything or ask you to explain the details of your complaint they will ask you for this then or may write to you acknowledging receipt of the complaint and request the clarification or explanation.  You can expect to receive their letter within five working days of them receiving your complaint.


4. At the same time the “relevant person” will record your complaint in the Practice’s central register and open a file for your complaint.  This is to allow monitoring and supervision within the Practice.


5. After receipt of any extra information from you and within twenty one working day of receipt of your complaint the relevant person will seek to resolve your complaint with you.  If this is not possible you will be informed that an investigation of your complaint will be undertaken by another person within the Practice; the Investigating Person.


6. The “relevant person” will then pass your complaint to the Investigating Person who will then investigate your taking account of the initial attempt to resolve it.  The Investigating Person will:


a) consider your complaint, any additional information provided, speak to the relevant person who acted for you and their proposals for settlement. They will then invite you to a meeting to discuss the matter or if that is not possible send you a detailed reply. This invitation will be made within twenty one working days of receipt of the complaint by them;

b) within five working days of the meeting the Investigating Person will write to you to confirm what took place and any solutions that have been agreed with you: “the final solution proposed by the firm”.

c) if you do not want a meeting, you will receive a detailed reply to your complaint which will include suggestions for resolving the matter; this letter will be sent to you within ten working days of the invitation to the meeting;

d) within a period of five working days of the date of that letter you will have the opportunity to agree the solution proposed by the Investigating Person or agree any other “final solution proposed on behalf of the firm”.


External Review

7. If having used the Complaints Procedure of the firm you remain dissatisfied with the final solution proposed you have the opportunity to refer your complaint to either the Solicitors Regulation Authority (SRA) or the Legal Ombudsman (LeO).

8 The SRA can help you if you are concerned about our behaviour. This could include things like dishonesty , loss of money or treating you unfairly because of your age, a disability or other characteristic.

9 The complaint should be sent to the SRA at The Cube, 199 Wharfside, Birmingham BN1 1RN; telephone 0370 606 2555.

10 LeO will receive complaints if you are unhappy with a solicitor’s work or service. They will look at your complaint independently and it will not affect how we handle your case.

11 Before accepting a complaint for investigation LeO will check that you have tried to resolve it with us first. If you have you must make your complaint to LeO within 6 month of receiving our final response and not more than 6 years from the date of the event or, alternatively, not more than 3 years from when you should have known that there was a cause for complaint.

12 You can send your complaint to LeO at P O Box 6806 Wolverhampton WV1 9WJ; telephone 0300 555 0333;   email, enquiries@legalombudsman.org.uk.






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