COMPLAINTS PROCEDURE
Concerns and complaints
COPLAINTS HANDLING
Moore Solicitors understands that your privacy is important to you and that you care about how your personal data is used. We respect and value the privacy of everyone who visits this website (“Our Site”) and will only collect and use personal data in ways that is consistent with our obligations and your rights under the law.
As required by the Solicitors Code of Conduct, we have a procedure for dealing with complaints from clients, so that we can resolve as many as possible within the firm and preserve the goodwill of the client, even when things have gone wrong.
All complaints will be dealt with empathetically and quickly. Our reputation depends on this, as it is part of our “Quality Service”.
We are committed to providing a high quality legal service to all our clients and yours included. However, we recognise that things do go wrong sometimes. If this happens we would like you to tell us about it as it will help us to improve our service standard across the firm.
If you do have a concern or concerns, please raise it up first with the fee earners or the officer concerned and see whether or not this can be resolved without you making a formal complaint. All our staff are trained in handling conflict and dealing with client’s concerns. If we were unable to resolve your concerns please feel free to raise the matter with Ms Harsha Moore informally first.
If you have a complaint, contact us with the details.
What will happen next?
We will send you a letter acknowledging your complaint and ask you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 5 days of us receiving your complaint.
We will record your complaint in our Complaint register and open a separate file for your complaint. We will do this within a day of receiving your complaint. We will acknowledge your reply to our acknowledgement letter and confirm what will happen next. You can expect to hear from us within 14 days of the acknowledgment letter or less.
We will then start to investigate your complaint. This will normally involve the following steps.
• We will pass your complaint to Ms Harsha Moore, the Complaint handling Partner, within 3 days.
• Ms Moore will ask the member of staff who acted for you to reply to your complaint within 14 days.
• Ms Moore will then examine their reply and the information in your complaint file. And, if necessary, she may also speak to them. This will take up to 14 days from receiving their reply and the file.
If appropriate, Ms Moore will then invite you to meet her and discuss and hopefully resolve your complaint. She will do this within 14 days of completing her investigation.
At this stage, if you are still not satisfied you can write to us again. We will then arrange to review our decision. This will happen in one of the following ways.
• We will ask our local Law Society or another firm of solicitors to review your complaint within 14 days. We will let you know how long this process will take.
• We will invite you to agree to independent meditation within 14 days. We will let you know how long this process will take.
We will let you know the result of the review within 14 days of the end of the review. At that time we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of the Legal Ombudsman.
If you are still not satisfied, you can contact them about your complaint. If we have to change any of the timescales above, we will let you know and explain why.
Moore Solicitor