1. Our commitment
We aim to provide a high-quality, responsive service to everyone we work with. If at any point you feel we have fallen short — on our quote, our onboarding process, how we matched you to a panel firm, or anything else we’re responsible for — we want to know.
You will not be penalised or treated less favourably for raising a complaint. Every complaint is treated confidentially.
2. Which route does your complaint take?
Because The Home Panel is an introducer and your legal work is carried out by a separate panel firm, there are three possible routes:
| What it’s about | Who you complain to | Final escalation |
|---|---|---|
| The Home Panel’s service (quote, onboarding, matching, platform) | The Home Panel (sections 3–5 below) | Alternative Dispute Resolution / courts* |
| Legal work on your case (advice, drafting, exchange, completion, fees charged by the firm) | Your panel firm, using its own complaints procedure | Legal Ombudsman (SRA firms) or CLC Complaints (CLC firms) |
| Conduct (dishonesty, breach of regulatory principles, discrimination) | The panel firm’s regulator directly | SRA or CLC (see section 8) |
* The Home Panel is not a legal service provider and is not within the Legal Ombudsman’s jurisdiction. If our complaints process does not resolve your complaint, you may refer the matter to an Alternative Dispute Resolution scheme or the courts. [If subscribed to an ADR scheme such as CEDR, name it here.]
3. How to complain to The Home Panel
For complaints about our service (quote accuracy, onboarding flow, the matching process, platform issues, communication with our team), contact us directly:
- Email: info@thehomepanel.co.uk (preferred — gives us a written record).
- Phone: 0808 254 0707. We’ll follow up in writing to confirm your complaint.
- Post: Flora, 1 Canada Square, Canary Wharf, London E14 5AB, marked “Complaint, Client Services”.
Your complaint will be handled by our Client Services Manager.
4. What we’ll do
When we receive a complaint about our service:
- We’ll acknowledge receipt within 3 working days.
- We’ll investigate, review your file, speak to the team members involved, and where appropriate ask you for additional information.
- We’ll respond in full within 28 working days of acknowledging your complaint. If the matter is particularly complex we may extend this; if so, we’ll tell you why and give a revised timeframe, never more than 8 weeks in total.
- Our response will set out our findings, what we propose to do to put things right (if anything), and your rights if you remain dissatisfied.
5. Timeframes at a glance
| Stage | When |
|---|---|
| Acknowledgement | Within 3 working days |
| Full response | Within 28 working days (8 weeks maximum) |
6. Complaints about legal work
If your complaint is about the legal work on your case — advice given, drafting, exchange, completion, the fees charged by the panel firm, or the panel firm’s communication with you — you should contact the panel firm directly. Every panel firm operates its own complaints procedure, which is set out in the client care letter they issued to you. By regulation, they must acknowledge your complaint promptly and respond in full within 8 weeks.
We can help you identify the right contact at your panel firm, but we cannot resolve a legal-work complaint on the firm’s behalf — we are not the firm’s agent and we have no standing to investigate how it handled your matter.
7. Legal Ombudsman and CLC Complaints
If your panel firm has given its final response and you remain dissatisfied — or 8 weeks have passed since the firm’s receipt of your complaint without a final response — you have a right to escalate.
For SRA-authorised panel firms: the Legal Ombudsman.
Legal Ombudsman
PO Box 6167, Slough SL1 0EH
Phone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Online: legalombudsman.org.uk
You must refer your complaint to the Legal Ombudsman within 6 months of the panel firm’s final written response, and within 1 year of the act or omission (or within 1 year of when you realised there was cause for complaint).
For CLC-authorised panel firms: CLC Complaints.
Council for Licensed Conveyancers (CLC)
WeWork, 131 Finsbury Pavement, London EC2A 1NT
Phone: 020 3859 0904
Online: clc-uk.org
The CLC operates its own complaints handling process for CLC-regulated practices, with similar time limits. The client care letter from a CLC panel firm will set out the specific route to follow.
8. Conduct complaints: SRA or CLC
The Legal Ombudsman and CLC Complaints handle complaints about service. If your complaint is about conduct— for example, suspected dishonesty, breach of regulatory principles, or discrimination — you should contact the panel firm’s regulator directly:
Solicitors Regulation Authority (SRA) — for SRA-authorised firms
The Cube, 199 Wharfside Street, Birmingham B1 1RN
Phone: 0370 606 2555
Online: sra.org.uk/consumers/problems/report-solicitor
Council for Licensed Conveyancers (CLC) — for CLC-authorised practices
Online: clc-uk.org/consumers/making-a-complaint
Regulators can investigate, sanction, or (in serious cases) remove a practice’s authorisation. They do not award compensation.
Neither the SRA nor the CLC regulates The Home Panel, and neither can investigate complaints about our service.
9. Contact us
For complaints about The Home Panel’s service, please use the dedicated channel:
Email: info@thehomepanel.co.uk
Phone: 0808 254 0707
Post: The Home Panel Ltd
Flora, 1 Canada Square, Canary Wharf, London E14 5AB