01494 773377
EnglishKoreanPunjabiRomanianUrdu

Our Complaints Policy

We are committed to providing a high-quality service to our clients. This includes a commitment to putting things right when they go wrong. This policy explains how we will deal with any complaint that is referred to us. Your complaint might concern the way in which you have been dealt with, the quality of advice you have received or any invoice that you have received.

 

Our complaints procedure

If you have a complaint please contact Jenny Russell, Compliance Director. You can contact her by post at:

Chess Chambers

2 Broadway Court

Chesham

Buckinghamshire HP5 1EG

or by email at:

[email protected]

It is preferable that you put your concerns into writing but if you find it difficult to do so she can be contacted by telephone:

01494 773377

To explain to you how long this process might take we have included our target times for each stage of the process. Where, for any reason, it is not possible to observe any of these limits we will let you know and explain why.

 

What will happen next?

  • 1. On receipt of your complaint Jenny Russell will send you a letter acknowledging your complaint. She will examine the file that we have on the work that we have been doing for you. We would look to acknowledge your complaint within three working days of receiving it and will complete our initial examination within twenty-one days.

  • 2. We might then invite you to a meeting or we will write to you to ask for further information. Alternatively, we might write to you setting out our views on the situation and suggesting any redress that we would feel to be appropriate. We will aim to write to you with our views and any suggestions within seven days of completing our investigation.

  • 3. Where we feel that we have failed in our standards we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.

  • 4. If, by this stage, you are still not satisfied, please let us know. It would be helpful to us if you could do so within the next twenty-one days but there is no obligation on you to do so. We will then arrange to review our decision. We would generally aim to do this within fourteen days of hearing from you. We will usually do this by asking another director of this firm to review the file that we have on your complaint and see if they agree with our response.

  • 5. We will let you know the result of the review within seven days of the end of the review and will do so by writing to you to confirm our final position on your complaint and explaining our reasons.

  • 6. You may, if you wish, approach the Legal Ombudsman who provides a service examining complaints against lawyers, including solicitors’ firms. He will usually expect us to have concluded our examination of your complaint within eight weeks and will usually expect to have complaints referred to him within six months of the end of our complaints handling process as set out above. The services provided by the Legal Ombudsman are limited to individuals and smaller organisations – for more details see his website. The full details of how to contact the Legal Ombudsman are as follows:

Telephone: 0300 555 0333

Minicom: 0300 555 1777

E-mail: [email protected]

Website: www.legalombudsman.org.uk

Address: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ

Thank you for bringing your concerns to our attention. We will do our best to address any dissatisfaction that you have experienced in using the services of this firm. Our primary objective is to put things right.

Lennons Solicitors
4.9
Based on 37 reviews
powered by Google
Gary M
Gary M
19:27 16 Dec 19
I could not have asked for a better conveyancer than Ros Nolan at Lennons to help me through my first house purchase.... From the first abortive purchase through to completion on my new home, Ros has been diligent, helpful, friendly, and highly competent. A massive thank you to both her and Diane for all their hard work.read more
Amy Sansom
Amy Sansom
14:03 04 Dec 19
Rezaul was brilliant at solving a corporate dispute for us and ensured procedure was followed to the letter. He was... always on hand for a quick phone call if needed and kept us up to date on the matter. Thank youread more
Mike Lennon
Mike Lennon
23:01 21 Oct 19
Andrew king from Lennons Solicitors is excellent at what he does. Having conducted research around various firms based... upon expertise and reviews I opted to instruct Lennon's Solicitors. My point of contact was Pauline Barber who took my initial information. I was then referred to Andrew in respect of a sensitive property / probate matter, which was a very stressful situation for my mother. Suffice to say Andrew was personal but professional in his approach, explaining everything in a way you can understand, whilst providing clear options in how to progress matters. He was helpful in resolving any queries and concerns which were raised. This not only helped me tremendously in obtaining the correct information he required but it also made matters stress free and easy for my mother to understand. Pauline assisted in proceedings when Andrew was not available and all messages left received prompt responses by both Pauline and Andrew. Overall Lennon's were selected for their reputation and expertise in the field i required. Suffice to say Lennon's did not fail to deliver and Andrew is a damn good solicitor, who I would recommend 100%.read more
Rachel Moore
Rachel Moore
12:50 16 Oct 19
I've used Todd Bowsher for buying/selling property twice now and both times have been straight forward and stress-free.... It became apparent to me in buying my latest flat the importance of having a good solicitor and I can't recommend Todd, and Lennons, highly enough.read more
Bob Falana
Bob Falana
12:21 14 Oct 19
Dear Todd, having worked with you on a number of property purchases over the last few years, I am delighted to offer my... feedback. You are a pleasure to work with, Always returning my calls and keeping me informed throughout the process. You make what could be a stressful time much easier and calmer, your advice has been valuable and accurate for sticky moments in the process. Thank you for a great service at a great price. Kind regards - Bobread more
Scott Hamilton
Scott Hamilton
10:35 02 Oct 19
Lennons worked on a commercial lease for me. They performed this task quickly and efficiently. Easy to work with.
Martin Nash
Martin Nash
14:50 01 Oct 19
Ros at Lennons recently acted for me with a house purchase. Excellent service, she kept me well informed throughout,... the process, seemed really knowledgeable and chased things along when necessary. Would highly recommend. Competitive fee for a quality service. Thanks Ros.read more
Susan Harris
Susan Harris
11:04 26 Sep 19
I am very pleased that I instructed Rezaul from Lennons in Amersham to undertake some conveyancing work for me in... relation to my business. Rezaul communicated well and always kept me informed about how the process was going, along the way. He was also very easy to get along with and available to answer any questions. I will certainly use him for anything I may have in his expertise in the future!read more
Katie Hughes-Jones
Katie Hughes-Jones
11:23 18 Sep 19
We had a great experience with Todd at Lennons. He did everything he could to move things along as quickly and as... efficiently as possible as well as always been available for advice.read more
Dan Farrell
Dan Farrell
21:16 16 Sep 19
Efficient, diligent and understanding service from Todd and the team. We really appreciated the advice and accurate... conveyancing service.read more
Adam Gibson
Adam Gibson
14:03 05 Aug 19
Ros Nolan was a pleasure to work with on the purchase of our new home. Her expertise and knowledge helped in... maintaining an easy, smooth process. I'd highly recommend Ros' services to any other first time buyers.read more
Heidi Scully
Heidi Scully
18:49 26 Jul 19
I had never sold a house before and didn't know quite what to expect. Roz or Diane were always quick to answer the... phone or emails. The whole process ran smoothly and I was always kept informed along the way how things were going. Thank you very much !read more
Kieran Byrne
Kieran Byrne
14:29 28 Jun 19
I had the pleasure of dealing with Rezaul from Lennons in a couple of recent transactions, both residential and... commercial. I found him to be extremely professional and knowledgeable. He was also tenacious in protecting my interests. Altogether my experience of using Lennons was excellent, I will use them again and recommend them to friends.read more
Alison Chauhan
Alison Chauhan
11:32 25 Jun 19
Lennons Solicitors were highly recommended by 2 lots of friends and Lennons lived up to our expectations when selling a... house in York via probate and some very technical aspects linked to Land Registry - we live in Bucks - and the whole process was very efficient and economic under Ros Nolan who proved to be a very safe pair of hands. We were fully kept in the picture throughout the process with an outcome we were looking for. We will appoint Lennons for legal services in the future and would recommend Lennons to others as well. Alison an Bal Chauhanread more
Sarah Quane
Sarah Quane
11:54 19 Jun 19
We were recommended to use the services of Ros Nolan when selling our house in Chesham. Really grateful that we took... the advice as compared to some of the solictors in the chain, Ros was always readily available to speak to us, replied to emails promptly and gave us really good advice throughout the process. So much so, we have instructed her to act for a purchase on our sons behalf and again, Ros is readily available and gives our son, as a first time buyer, lots of time and reassures him whenever he has a question or query. Top marks for communication which when both buying and selling, is imperative. Highly Recommendread more
Chris Barrett
Chris Barrett
15:31 17 Jun 19
Rezaul dealt with the conveyancing of our residential property. As first time buyers, we were kept informed throughout... the process and exchange and completion were almost seamless. Many thanks for a smooth process, highly recommended.read more
Valerie Gollar
Valerie Gollar
15:53 05 Jun 19
Details of this firm appeared on line when I was researching a Land Registry form. After using their chat line I... received a call back from Mike Wragg and was given the information I required, and which I had been unable to access from the Land Registry site. Excellent advice and would definitely recommend.read more
Early New Business
Early New Business
09:41 22 May 19
Rezaul Haque did a great job for my family, purchasing the Freehold of their property. Rezaul acted in an efficient,... timely fashion, with a very professional manner at all stages of the transactionread more
Dick Tillett
Dick Tillett
14:24 25 Apr 19
Rezaul Haque has been a great help in what has been a difficult time. He has been very quick at returning phone calls... and emails. He handled my commercial property lease efficiently. I would not hesitate to work with him again and I would happily recommend Lennons.read more
Giles Leather
Giles Leather
11:44 15 Apr 19
Rezaul Haque was extremely professional and worked relentlessly to ensure a good result for all concerned. Thank you.
Victor Surana
Victor Surana
20:36 14 Mar 19
Professional service by first class solicitors. Ros Nolan did a fabulous job on sealing the deal for our first... property. She is a thorough professional who exceeded our expectations. It was a very assuring experience as Ros always kept us updated on the progress and proactively completed the paperwork well within the timelines. Overall, thanks to Ros, our expectations were exceeded. Will not hesitate to recommend her for all your legal works.read more
Rich Perfumerie
Rich Perfumerie
13:11 27 Feb 19
Rezaul did a fantastic job with our commercial lease. Wouldn’t hesitate to use him and Lennons again Highly... recommendedread more
Innervision 1
Innervision 1
10:29 11 Feb 19
Rezaul Haque from Lennons dealt with the lease on our new office. He was efficient, thorough and most professional... despite some trying circumstances. He made my job that much easier. Thank you.read more
Matt Crisp
Matt Crisp
17:21 29 Jan 19
Rezaul did a fantastic job on our corporate share holders agreements, great guy, great work, Many Thanks!
Next Reviews