Complaints and redress

At Juno we want every sale and purchase to go as smoothly as possible. We take feedback and complaints seriously, and learn from them to improve our service.

Making a complaint

If you’re unhappy with the service you receive, please start by telling the person handling your case. They’ll try to fix the problem right away.

If you’re still unhappy or if you don’t feel comfortable discussing things with the person handling your case, email with the heading ‘COMPLAINT’. We’ll reply to you promptly to let you know we received your complaint.

We’ll try to provide a full response within one week. If more investigation is required, we’ll take a maximum of four weeks to respond.

If you make a complaint by phone, we won’t be able to respond straight away. First, we’ll need to summarise our understanding of your complaint to you in writing, and get your confirmation. This is likely to slow the process down. We can respond to your complaint faster if you make your complaint via email.

Complaining to other organisations

If you’re not satisfied with our response to your complaint, you can register a complaint with the Legal Ombudsman. The Legal Ombudsman is an independent and impartial complaints organisation established by the Legal Services Act 2007.

We don’t agree to use alternative complaint organisations, for example, Ombudsman Services, ProMediate, Small Claims Mediation, the European Online Dispute Resolution platform.

You may also be able to claim compensation from our regulator, the Council of Licensed Conveyancers (CLC). Guidance for applying to their compensation fund can be found on their website. Our CLC Licence number is 3338.