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                                                      Complaints Handling Procedure

 

                                                                                     Our complaints policy

 

 

    We aim to provide the highest standards of service. However, there may be occasions when you feel that we have failed to meet your   

    expectations. We want the opportunity to put things right for you as quickly as we can and take steps, where appropriate, to make sure 

    that any mistakes don't happen again.

 

    Our complaints procedure

 

 

    If you have a complaint, please contact us with the details.

 

 

     What will happen next?

 

  1.  We will write to you a letter acknowledging receipt of your complaint within three days of us receiving the complaint.

 

  2.  We will then investigate your complaint.  This will normally involve passing your complaint to our Client Care partner, Alex Tann, who             

     will review your matter file and speak to the member of staff who acted for you.

 

  3. Alex Tann will then invite you to a meeting to discuss and hopefully resolve your complaint.  He will do this within 14 days of   

    acknowledgement of your letter. We will aim to resolve your complaint at this stage, and we hope that you will not then need to

    progress beyond this first step. However, if you remain unhappy, we want you to let us know so that your complaint can proceed quickly

    to the next stage.

 

  4. Within three days of the meeting, Alex Tann will write to you to confirm what took place and any solutions he has agreed with you.

 

  5. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner to review the decision.   

     The review will look at any additional concerns you have and a response will be provided using the same timescales as above. We   

     treat complaints seriously, and we expect that this final stage will bring the matter to a satisfactory conclusion.

 

  6. 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. 

 

  7. If you are still not satisfied after the involvement of another partner you can then contact the Legal Ombudsman of P O Box 6806 

      Wolverhampton WV1 9WJ or email enquiries@legalombudsman.org.uk about your complaint.  Any complaint to the Legal     

      Ombudsman must usually be made within 6 months of the date of our final decision on your complaint but for further information, you   

      should contact the Legal Ombudsman (Helpline number: 0300 555 0333) or refer to their website at www.legalombudsman.org.uk.

 

 

  If we have to change any of the timescales above, we will let you know and explain why.

  *In the event that your complaint concerns the service provided to you by Mr Alex Tann then you may ask that your complaint be

   handled by Mrs Samy Tann.

 

 

 

 

 

 

 

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 TANN & TANN

                                                                

         SOLICITORS .

Contact : 02089026810

Email : admin@tannandtann.co.uk

Address : Second Floor, 604 High Road, Wembley

HA0 2AF

Google Map

 

 

 

 

Firm's opening hours by appointment only

 

 

ABOUT US

 

 

The Firm was established on 1 June 2001.

The Firm has two Partners, Alex Tann and Philomina Louisa Reynard Tann (Samy). 

 

We are committed to providing a quality service to our clients. We appreciate that our strength in attracting and retaining clients is based on client satisfaction.  Every client should feel that he or she could not have been assisted better had he chosen a different firm of solicitors. With this in mind our purpose is to give the highest standard of service and to be caring to our clients.  We strive to be different in the way in which we interface with our clients.

 

Many approach us when they are vulnerable and in turmoil whether in their personal lives or in their business activities. All clients are entitled to expect a true commitment from us.

 

(We are solicitors of England and Wales and we are regulated by the Solicitors Regulation Authority (SRA). Our SRA Number is 345743 and our Rules of Conduct can be accessed at www.sra.org.uk/solicitors/code-of-conduct.page)

VAT No:  788 5489 48

               

 

                  PEOPLE IN OUR FIRM

 

 

 

 

 

                 

 

 

                                                     

Alex Tann

 

 

As the Principal, he has overall responsibility in the running of the Firm. 

Alex Tann holds a Bachelor of Laws degree from the University of London.  Following a year at The College of Law at Lancaster Gate in 1991/92 he joined Xavier & Co, a firm specialising in criminal defence work, as an articled clerk where apart from the main area of specialism of that practice, he also gained experience in Property / Conveyancing, Wills & Probate (including contentious Probate), Family and Debt advice work.   He was admitted to the roll on 15 September 1995.  He spent two years (1996/1998) in the Far East and gained experience in international commercial as well as domestic commercial arbitration procedures at the Kuala Lumpur Regional Centre for Arbitration originally set up under the auspices of The United Nations Commission on International Trade Law (UNCITRAL).  During that time he was also called to the Malaysian Bar.  On returning to the United Kingdom, he joined a high street-practice where he participated in that firm's successful application for a Legal Aid franchise. 

(We are solicitors of England and Wales and we are regulated by the Solicitors Regulation Authority (SRA). Our SRA Number is 345743 and our Rules of Conduct can be accessed at www.sra.org.uk/solicitors/code-of-conduct.page)

VAT No:  788 5489 48

Samy Tann (Philomina Louisa Reynard Tann)

 

Mrs Samy Tann completed a four year sandwich law degree at Brunel University and holds a Bachelors of Law. She also has a masters degree in Employment Law. Her training contract was undertaken in a high street practice where she gained experience in publicly funded work and she has worked on matters under the Legal Services Commission (LSC) Speciality Quality Mark contracts.

She undertakes Employment Law work in both contentious and non-contentious matters for both private and public sectors clients. She has experience of representing both respondents and claimants. She advises on a range of employment issues from the inception of the case through to tribunal hearings. She also advises and negotiates on employment compromise agreements.

 

Mrs Samy Tann also currently undertakes all aspects of Immigration work including Managed Migration matters like Business Visas/Work Permits, family-based/settlement visas, Student Visas, Visitors Visas, asylum claims, appeals against refusal of entry clearance and other in-country appeals.  (The firm is registered with the Home Office at Croydon for Same Day Premium Service for certain applications which can be submitted by hand and which can be processed on the same day).

 

Other areas of her specialisation includes Consumer and Contract Law, Family as well as domestic conveyancing and personal injury.

 

 (We are solicitors of England and Wales and we are regulated by the Solicitors Regulation Authority (SRA). Our SRA Number is 345743 and our Rules of Conduct can be accessed at www.sra.org.uk/solicitors/code-of-conduct.page)

VAT No:  788 5489 48

 

Areas of work undertaken


 

 

Commercial property                  

Residential property

Immigration law

Matrimonial

Wills probate and administration 

General civil litigation

 

 

(We are solicitors of England and Wales and we are regulated by the Solicitors Regulation Authority (SRA). Our SRA Number is 345743 and our Rules of Conduct can be accessed at www.sra.org.uk/solicitors/code-of-conduct.page)

 

VAT No:  788 5489 48

Pricing

 

Purchase of a freehold residential property

 

Our fees cover all of the work required to complete the purchase of your new home, including dealing with registration at the Land Registry and dealing with the payment of Stamp Duty Land Tax (Stamp Duty) if the property is in England, or Land Transaction Tax (Land Tax) if the property you wish to buy is in Wales.

 

Conveyancer's fees and disbursements

 

Legal fee £950 - £1,200

Search fees £250

HM Land Registry fee £20 - £455

Electronic money transfer fee £30 per transfer

VAT payable £190 - £240

 

Estimated total: £1440 - £2,250

 

Disbursements are costs related to your matter that are payable to third parties, such as Land Registry fees. We handle the payment of the disbursements on your behalf to ensure a smoother process.

 

Stamp Duty or Land Tax (on purchase)

 

This depends on the purchase price of your property. You can calculate the amount you will need to pay by using HMRC's website or if the property is located in Wales by using the Welsh Revenue Authority's website.

 

 

How long will my house purchase take?

 

How long it will take from your offer being accepted until you can move in to your house will depend on a number of factors. The average process takes between 4-6 weeks.

It can be quicker or slower, depending on the parties in the chain. For example, if you are a first time buyer, purchasing a new build property with a mortgage in principle, it could take 10 weeks. However, if you are buying a leasehold property that requires an extension of the lease, this can take significantly longer, between 2 and 4 months. In such, a situation additional charges would apply.

 

Stages of the process

 

The precise stages involved in the purchase of a residential property vary according to the circumstances. However, below we have suggested some key stages that you may wish to include:

 

Take your instructions and give you initial advice

Check finances are in place to fund purchase and contact lender's solicitors if needed

Receive and advise on contract documents

Carry out searches

Obtain further planning documentation if required

Make any necessary enquiries of seller's solicitor

Give you advice on all documents and information received

Go through conditions of mortgage offer with you

Send final contract to you for signature

Agree completion date (date from which you own the property)

Exchange contracts and notify you that this has happened

Arrange for all monies needed to be received from lender and you

Complete purchase

Deal with payment of Stamp Duty/Land Tax

Deal with application for registration at Land Registry

________________________________________

Purchase of a leasehold residential property

 

Our fees cover all the work required to complete the purchase of your new home, including dealing with registration at the Land Registry and dealing with the payment of Stamp Duty Land Tax (Stamp Duty) if the property is in England, or Land Transaction Tax (Land Tax) if the property is in Wales.

 

Conveyancer's fees and disbursements

 

Legal fee £1,200 - £1,400

Fee for acting on behalf of the mortgage lender £200

Search fees £250

HM Land Registry fee £20 - £455

Electronic money transfer fee £30 per transfer

VAT payable £240 - £280

 

Estimated total: £1,940 - £2,645

 

Disbursements

 

Disbursements are costs related to your matter that are payable to third parties, such as search fees. We handle the payment of the disbursements on your behalf to ensure a smoother process. There are certain disbursements which will be set out in the individual lease relating to the Property. The disbursements which we anticipate will apply are set out separately below. This list is not exhaustive and other disbursements may apply depending on the term of the lease. We will update you on the specific fees upon receipt and review of the lease from the seller's solicitors.

 

HM Land Registry fee: £20 -£455

Search fees: £250

VAT on search fees 20% (inclusive)

Electronic money transfer fee: £30 each transfer

VAT 20% of legal fee

 

Anticipated Disbursements*

 

Notice of Transfer fee – This fee if chargeable is set out in the lease. Often the fee is between £100 - £250.

Notice of Charge fee (if the property is to be mortgaged) – This fee is set out in the lease. Often the fee is between £100 and £250.

Deed of Covenant fee – This fee is provided by the management company for the property and can be difficult to estimate. Often it is between £200 and £350.

Certificate of Compliance fee - To be confirmed upon receipt of the lease, as can range between £250 – £350.

*These fees vary from property to property and can on occasion be significantly more than the ranges given above. We can give you an accurate figure once we have sight of your specific documents.

You should also be aware that ground rent and service charge are likely to apply throughout your ownership of the property. We will confirm the ground rent and the anticipated service charge as soon as this we receive this information.

 

Stamp Duty Land Tax

This depends on the purchase price of your property. You can calculate the amount you will need to pay by using HMRC's website or if the property is located in Wales by using the Welsh Revenue Authority's website.

 

The precise stages involved in the purchase of a residential leasehold property vary according to the circumstances. However, below we have suggested some key stages that you may wish to include:

 

Take your instructions and give you initial advice

Check finances are in place to fund purchase and contact lender's solicitors if needed

Receive and advise on contract documents

Carry out searches

Obtain further planning documentation if required

Make any necessary enquiries of seller's solicitor

Give you advice on all documents and information received

Go through conditions of mortgage offer

Send final contract to you for signature

Draft Transfer

Advise you on joint ownership

Obtain pre-completion searches

Agree completion date (date from which you own the property)

Exchange contracts and notify you that this has happened

Arrange for all monies needed to be received from lender and you

Complete purchase

Deal with payment of Stamp Duty/Land Tax

Deal with application for registration at Land Registry

How long will my house purchase take?

How long it will take from your offer being accepted until you can move in to your house will depend on a number of factors. The average process takes between 4 - 6 weeks. It can be quicker or slower, depending on the parties in the chain. For example, if you are a first time buyer, purchasing a new build property with a mortgage in principle, it could take 10 weeks. However, if you are buying a leasehold property that requires an extension of the lease, this can take significantly longer, between 2 and 4 months. In such, a situation additional charges would apply.

 

* Our fee assumes that:

a.this is a standard transaction and that no unforeseen matters arise including for example (but not limited to) a defect in title which requires remedying prior to completion or the preparation of additional documents ancillary to the main transaction

b.this is the assignment of an existing lease and is not the grant of a new lease

c.the transaction is concluded in a timely manner and no unforeseen complication arise

d.all parties to the transaction are co-operative and there is no unreasonable delay from third parties providing documentation

e.no indemnity policies are required. Additional disbursements may apply if indemnity policies are required.

 

If you wish to use an online quote calculator for residential conveyancing

 

Below is list of things you may wish to consider if you use an online quote calculator for conveyancing matters. You could, if you wish, build questions to find out the following information:

value of the property

first-time buyer

re-mortgage

freehold or leasehold

new build

first registration of title

whether a mortgage or not, or Islamic mortgage

in purchase cases, whether primary residence, buy to let or second/holiday home

multiple owners

shared ownership scheme

using a help to buy scheme, and whether it is an equity loan or ISA

purchase under right to buy

purchase at auction

property has been repossessed

 

 

Applying for a grant of probate or letters of administration, collecting and distributing the assets

 

We anticipate this will take between 15 and 30 hours work at £300 per hour. Total costs estimated at -£4,500 - 9,000 (+VAT).

The exact cost will depend on the individual circumstances of the matter. For example, if there is one beneficiary and no property, costs will be at the lower end of the range. If there are multiple beneficiaries, a property and multiple bank accounts, costs will be at the higher end.

We will handle the full process for you. This quote is for estates where:

 

There is a valid will

There is no more than one property

There are no more than 2 bank or building society accounts

There are no other intangible assets

There are 1 - 4 beneficiaries

There are no disputes between beneficiaries on division of assets. If disputes arise this is likely to lead to an increase in costs

There is no inheritance tax payable and the executors do not need to submit a full account to HMRC

There are no claims made against the estate

 

Disbursements to add to this fee:

 

Probate application fee of £215

£10 Swearing of the oath (per executor)

Bankruptcy-only Land Charges Department searches (£2 per beneficiary)

£400 Post in The London Gazette – Protects against unexpected claims from unknown creditors.

£200 Post in a Local Newspaper – This also helps to protect against unexpected claims.

Disbursements are costs related to your matter that are payable to third parties, such as court fees. We handle the payment of the disbursements on your behalf to ensure a smoother process.

Potential additional costs

If there is no will or the estate consists of any share holdings (stocks and bonds) there is likely to be additional costs that could range significantly depending on the estate and how it is to be dealt with. We can give you a more accurate quote once we have more information.

If any additional copies of the grant are required, they will cost £10 (1 per asset usually).

Dealing with the sale or transfer of any property in the estate is not included.

 

How long will this take?

 

On average, estates that fall within this range are dealt with within 6 - 18 months. Typically, obtaining the grant of probate takes 6 - 8 weeks. Collecting assets then follows, which can take between 8 - 12 weeks. Once this has been done, we can distribute the assets, which normally takes 4 - 6 weeks.

 

 

Application for leave to remain

 

Hourly rate: £300

 

On average, this type of work takes between 6 - 10 hours to complete. This means that on average costs are between £1,800 and £3,000. All figures exclude VAT unless specifically stated.

 

The exact number of hours it will take depends on the circumstances in your case. Such as:

 

The amount of supporting evidence that we need to consider

Which language(s) you speak

Whether you are applying with other dependants

 

If you are able to provide sufficient evidence at our first meeting and clearly meet the applicable Immigration Rules, the cost is likely to be at the lower end of this range.

 

What services are included

 

The work will involve:

 

discussing your circumstances in detail and confirming whether this is the most appropriate application for you to make and what other options may be available to you;

giving you advice about the requirements of the Immigration Rules and whether you meet the criteria.

if you do not fulfil certain criteria, whether this can be overcome and how, which on average takes 2 hours;

considering the supporting evidence you have provided, which we anticipate will take 2 to 8 hours*;

where necessary, helping you obtain further evidence (such as medical records and bank statements), including taking statements of any witnesses;

preparing your application and submitting it on your behalf, which we anticipate will take 3 hours;

Attendance at a Home Office interview: if the Home Office ask you to attend an interview, we will give you clear advice (and discuss the possibility of us attending with you) at the appropriate time. This could be between 6 and 8 hours of work.

giving you advice about the outcome of the application and any further steps you need to take.

*the amount of hours depends on the number of documents, whether they need to be translated, whether anything is missing and how long it will take to obtain the missing documents Disbursements (not included in costs set out above):

Disbursements are costs related to your matter that are payable to third parties, such as visa fees. We handle the payment of the disbursements on your behalf to ensure a smoother process.

Interpreters fees at £50 per hour. This kind of application will normally require between 6 - 10 hours with an interpreter, depending on the complexity of your case.

Independent expert reports e.g. medical experts. These are not required in many cases: we will let you know as soon as possible if we consider an expert report is necessary.

If there is an interview and we do attend with you, there will be additional disbursements in respect of our mileage/travel expenses.

The costs quoted here do not include:

Any Home Office fees for making the application. You will pay this to the Home Office directly as part of the application process.

Where the Home Office refuse your application, advice and assistance in relation to any appeal

How long will my application take?

We cannot guarantee how long the Home Office will take to process your application. Read the current processing times.

 

We will normally be able to submit this type of application within 3 weeks of you instructing us, but we will let you know at the earliest opportunity if it is likely to take longer than this.

 

Please note the anticipated number of hours and fees are an estimate based on the facts above. All applications are likely to vary and of course, we can give you a more accurate estimate once we have more information about your specific case.