61 Market Street • Eckington, • Sheffield • S21 4JG

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Complaints Procedure

At Kavanagh Thomson Licensed Conveyancers 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 please tell us immediately, so that we can do our best to resolve the problem.

Our complaints procedure

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you remain dissatisfied, please contact John Kavanagh, who is a Partner in the firm. Making a complaint is free and will not affect how we handle your case.

What will happen next?

Once we have received your complaint, Mr Kavanagh will write to you within 7 days to explain how your complaint will be investigated.

We will provide you with a full written response to your complaint within 28 days. If you made your complaint verbally (at a meeting or by phone) our response will state our understanding of the circumstances of your complaint.

If we uphold your complaint we will offer prompt remedial action or redress.

If you are not satisfied with Mr Kavanagh’s response, please feel free to contact Kathryn Thomson, who will conduct a separate review of your complaint.

If you remain dissatisfied following the review process, you may contact the Legal Ombudsman to ask them to consider the complaint further.

Their contact details are:

Tel no: 0300 555 0333
Email:enquiries@legalombudsman.org.uk
Website: https://www.legalombudsman.org.uk/Legal Ombudsman
Post: PO Box 6167, Slough SL1 0EH

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within 6 months of receiving a final response to your complaint, and
  • No more than 1 year from the date of act/omission; or
  • No more than 1 year from when you should reasonably have known there was cause for complaint.


The Legal Ombudsman deals with service-related complaints; any conduct related complaints will be referred to the Council for Licensed Conveyancers.

Alternative complaints bodies, including the Ombudsman Services, ProMediate and ADR Group, are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.