Quick Contact

Tel: 0114 2945 360
Fax: 0114 2055 468
Email: enquiries@masonthomaslaw.co.uk

Office hours / Monday – Friday / 09:00 – 17:00

Call us now: 0114 294 5360

Image Alt

Complaints Handling Policy

We aim to offer you the best possible service, but there may be occasions when you feel you have cause for complaint. If something goes wrong you need to tell us about it. This will help us to improve our standards. We will always try to resolve the problem quickly and to your satisfaction.

If you have a complaint about any aspect of our service you have received or about a bill, please follow the procedure set out below.

Our Complaints Procedure


A complaint is an oral or written expressions of dissatisfaction which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience, or detriment.


We aim to resolve any complaint you have about the service we have given you as quickly as possible. If you are unable to sort things out with the person who has been dealing with you please contact Cathy Thomas, whose contact details are as follows: –

Cathy Thomas, DirectorMason Thomas Law Limited, Suite 8 Ground Floor, The Quadrant, 99 Parkway Avenue, Sheffield S9 4WG

E-mail: cathy.thomas@masonthomaslaw.co.ukTelephone: 0114 294 5360


Once we have received your complaint, Cathy Thomas will write to you within 7 days to explain how your complaint will be investigated if a complete response to your complaint has not been made by that time. You will be told the latest date by which a complete answer will be given to your complaint (this should be not more than 28 days after we received your complaint). If you have made the complaint verbally – either at a meeting or on the telephone – we will set out in our full response our understanding of the nature of your complaint.


The assessment of the complaint will be based upon a sufficient and fair investigation. We will explain in writing our findings and where the complaint is upheld will offer remedial action or redress. This will be actioned promptly. You will be told about the conclusion of this review within 28 days.


If after following the review process you remain dissatisfied with any aspect of our handling of your complaint, you may contact directly the Legal Ombudsman to ask them to consider the complaint further: Tel no: 0300 555 0333 Email:enquiries@legalombudsman.org.uk Website: http://www.legalombudsman.org.uk/LegalOmbudsman  PO Box 6806 Wolverhampton WV1 9WJ. Unless it agrees there are good reasons not to do so, the Legal Ombudsman will expect you to allow us to consider and respond to your complaint in accordance with the procedure set out above in the first instance. You have the right to complain to the Legal Ombudsman at the conclusion of our complaints process providing you do so within 6 months of the date of our final written response.The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. The ombudsman deals with service-related complaints; any conduct-related complaints will be referred to the Council for Licensed Conveyancers.


If you have any concerns about any misconduct or breach of the CLC Code of Conduct by our practice such as taking or losing your money, dishonesty or discrimination, you can also report the matter to our regulatory body, the Council for Licenced Conveyancers. Their details are:

Council for Licensed Conveyancers
131 Finsbury Pavement

Tel: 020 3859 0904

Email: clc@clc-uk.org

CLC – The Specialist Property Law Regulator (clc-uk.org)


CLC Compensation Fund

The CLC administers a Compensation Fund on behalf of the profession.

The purpose of the fund is set out in this Policy Statement – CLC – The Specialist Property Law Regulator (clc-uk.org)

Do I qualify for compensation?

You can apply for compensation if you have suffered an actual loss of money or of monetary value arising out of work for which Mason Thomas Law Limited is legally responsible and if Mason Thomas Law Limited is unable to meet its liability in full.

You can make a claim if you have suffered a loss that was caused by

  • dishonesty
  • fraud
  • negligence
  • failure to account for money received

Each case is considered on its merits. CLC have absolute discretion to decide whether to make any payment out of the Fund –nobody has a legally enforceable right to a grant.

It is a fund of last resort – before the CLC will accept your claim, they may require you to recover your losses by all other means available, such as by making an insurance claim or by taking court action. The CLC will not consider making a payment unless it is satisfied that a person has taken all necessary and appropriate steps.

How do I apply for compensation?

You should contact the CLC as soon as possible if you:

  • are considering making an application for a grant (applications need to be made within 6 months after you have discovered you may have a claim) or
  • are considering taking legal advice (since only in exceptional circumstances will the CLC make an allowance for legal costs claimed by an applicant)

Application Forms are available by emailing clc@clc-uk.org; or you can call 020 3859 0904.