Complaints Handling Policy

We are committed to giving all our clients the best quality advice and service available and we would like to know if we are not achieving this.

If at any time you feel that we are not meeting your expectations, or if you wish to make any complaint concerning the work being carried out for you (which could also include a complaint about one of our bills), would you please let us know and give us the opportunity to resolve any issues you may have.

If you have a complaint please contact us with the details by writing to our client care partner, Mrs Mary Dack. Mrs Dack can be contacted at our Holbeach office or by email at mdack@mossops.co.uk.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint which will include a full review your matter file and discussions with the member of staff who acted for you.
3. Mary Dack will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, Mary Dack will write to you to confirm what took place and any solutions she has agreed with you.
5. If you do not want a meeting or it is not possible, Mary Dack will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. 
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for Mark Hill our Senior Partner to review the decision.
7. 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.
8. If we are unable to resolve your complaint ourselves the Legal Ombudsman can help you. They will look at your complaint independently and it will not affect how we handle your case. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.   Any complaint to the Legal Ombudsman must be made:

• Within six months of receiving a final response to your complaint; and
• No more than six years from the date of act/omission; or
• No more than three years from when you should reasonably have known there was cause for complaint.

Contact details for the Legal Ombudsman are as follows:

Website: www.legalombudsman.org.uk

Telephone: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ