Complaints Procedure

We aim to provide all clients with an efficient and high standard of service. However, in the event, you should wish to complain, then you should follow the complaints procedure set out below.

1.1. Complaints Procedure

As stated above, our notaries are regulated by the Faculty Office of the Archbishop of Canterbury:

The Faculty Office
1, The Sanctuary
Westminster
London SW1 3JT
Telephone: 020 7222 5381
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: www.facultyoffice.org.uk

If you are dissatisfied about the service you have received, please do not hesitate to contact us in the first instance. Depending on the nature of your complain, You can address your complaint to Notable Notaries Limited to the attention of the director or directly a specific notary and we will do all we can to resolve the issue.

How do I make a complaint?

Please provide in writing the following details:

  • your full name and contact details
  • what you think we have got wrong
  • what you hope to achieve as a result of your complaint.

If you require any help in making your complaint we will try to help you.

How will you deal with my complaint?

We will send you a letter or email acknowledging receipt of your complaint within a maximum of seven days of us receiving your complaint, enclosing a copy of this procedure.

We will investigate your complaint. This will usually involve:

  • reviewing your complaint
  • reviewing your file(s) and other relevant documents, and
  • speaking with members of the staff who also assisted the notary that dealt with your matter

We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.

We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.

We will update you on the progress of your complaint at appropriate times.

At the end of our investigation we will send you a detailed reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

If we are unable to resolve the matter, as all notaries of our firm are also members of the Notaries’ Society, then the complaint could be referred to the Notaries’ Society, to the following address:

23 Sandhill Road, St James,
Northampton, NN5 5LH,
telephone: 01604 758908,
email: This email address is being protected from spambots. You need JavaScript enabled to view it. .

The Notaries’ Society has a Complaints Procedure which is approved by the Faculty Office. This procedure is designed to provide a quick resolution to any dispute.

If one of our Notaries is not a member of the Notaries Society, complaints should then be made to the Faculty Office directly (address as above) and they will deal with the matter.

If you have any difficulty in making a complaint in writing, please do not hesitate to call us/ the Notaries Society/the Faculty Office for assistance.

Finally, even if you have your complaint considered under any of the above Complaints Procedures, you may at the end of that procedure or after a period of eight weeks from the date you first notified us that you were dissatisfied, make your complaint to the Legal Ombudsman if you are not happy with the result:

Legal Ombudsman
Baskerville House, Centenary Square
Broad Street
Birmingham B1 2ND
Telephone: 0300 555 0333
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: www.legalombudsman.org.uk

If you decide to make a complaint to the Legal Ombudsman, you must refer your matter to the Legal Ombudsman within six months from the conclusion of the complaint process.