We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaintÂ please contact us with the details: Tell us why you are unhappy, setting out the act or omission you believe has occurred. Tell us what you would like us to do to resolve your complaint. Follow up any conversations with us in writing, making a note of the date and time and who you spoke to. Keep copies of all correspondence with us. Upon receipt of your complaint:- We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure. We will then investigate your complaint. This will normally involve passing your complaint to one of the owners of the company who will review your matter file and speak to the member of staff who acted for you. We will then write to you with the outcome of the investigation into your complaint. We will do this within 14 days of sending you the acknowledgement letter. If you are still not satisfied, you should contact us again and we will arrange for Liza Jary to review the decision. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. If you are still not satisfied, you can then contact the Property Ombudsman Telephone 01722 333306 www.tpos.co.uk

Ground rent relates to the rent of the ground your leasehold sits on, whereas service charges are costs the management company (appointed under the terms of the Lease) incurs to maintain the freehold and the communal areas. The service charge demand should not include ground rent which will be invoiced separately, either by the freeholder or the management company if they are required under the terms of the Lease to do so.