Hi,
I've posted before about how one solicitor is dealing with my house sale (with ex) and also a purchase (with partner). I have two separate emails where I informed the solicitors that my ex was not to know my new address and I also wrote it on all of the initial paperwork they wanted completing.
After dealing with me and sending original paperwork to me, they then, sent all of our purchase paperwork, full address, deeds etc to my ex's parents house where he is along with the sale paperwork which I consider a breach of my instruction and personal data. I've since been able to find out that the sale paperwork has a cover letter addressed to myself and him to his parents house but the purchase paperwork has a cover letter addressed to myself and partner at this address so someone has made a mistake and put them in one envelope.
I tried to work with our named conveyancer to resolve it but no apology and she turned very defensive, nigh on unprofessional but none of the points were relevant to my purchase address so I sent them copies of all emails and a formal complaint letter which they received over a week ago (recorded).
Their customer charter paperwork provided to us states in the case of a complaint, they will send out an acknowledgement letter within 3 working days and they then have 21 days to resolve the complaint and let you know. I have still yet to receive any acknowledgement of complaint so surely this then gives them free rein to drag it out longer as there is no date to go 21 days from? I've tried subsequent follow up emails (as want everything in writing) but they're now completely ignoring me.
So, after all that (!) is there anything I can do if they're not following their own complaints procedure? Thanks for reading and any advice