Our aim is to provide service of the highest possible standard at all times, and we are fully committed to investigating all complaints quickly and effectively.

Our complaints procedure differentiates between service issues raised about a conveyancing firm on our panel, and complaints about our own service.

In the event that you have attempted to resolve an issue with our support team and you are not satisfied with any proposed resolution plan being followed, you can raise a formal complaint.

All complaints should be logged through the Register a Complaint form below. Please ensure you have read our terms and conditions fully before logging the complaint and fill in all of the information requested. Failure to do so will potentially delay the investigation as we require this information to proceed.

Complaints against Home Legal Direct

Upon receipt of a formal complaint, a complaints handler will make a full assessment of the information provided and will contact you within 5 working days of receipt. They will then see what options are available to address any issues raised and seek to find a resolution. During this time you may receive calls and/or email communication from us.  

In the unlikely event that the complaints handler is unable to resolve the complaint, this may be escalated internally to senior management to further review the case.

We aim to address all complaints with a final resolution within 28 days of receipt.

Complaints against a member of our Conveyancing Panel

If you wish to raise a formal complaint against a panel firm it will need to be lodged with that firm directly. 

Home Legal Direct is not able to entertain formal complaints against any of our Conveyancing Panel firms as we do not have regulatory authority, and are not allowed to be privy to the confidential and privileged relationship between you and your conveyancer. Accordingly, If you raise a complaint with us against one of our Conveyancing panel firms, your complaint will be logged and closed by our team, and we will request that you follow the above procedure.

Complaints are reviewed regularly to ensure that we learn from the issues raised moving forward.