Written Complaints Procedure
We are committed to providing a high-quality legal service to all our clients.
When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
Our Complaints procedure
If you have a concern about the service, we have provided, please contact our Complaints Manager who is David Miller; a Director of Money and Me Solicitors. For record purposes, we would ask such concerns are made in writing. If you are happy for us to deal with the complaint via e-mail, please indicate your e-mail address for contact when writing to us.
What will happen next?
- We will send you a letter or e-mail acknowledging your complaint within 2 days of receiving your complaint. If it is apparent at that stage that we need any further information from you in order to investigate your complaint we will seek the same from you in such letter of acknowledgement.
- We will record your complaint in our central register and open a separate file for your complaint. We will do this within a day of receiving your complaint.
- We will then start to investigate your complaint. This will normally involve the following steps.
- David will undertake a thorough review of your file and speak with those involved in the handling of your file as appropriate. This may also include him inviting you to a face-to-face meeting or to have a telephone call with you as appropriate so that he may fully understand your concerns.
- We will invite you to agree to an independent mediation as appropriate.
- We would expect such review in normal circumstances to be concluded within 28 days of receiving your complaint. If it appears that a longer period will be necessary to conclude such review, he will advise you of the position explaining why such further period is necessary and when he expects to conclude the review.
- Once David has concluded his review, he will provide to you a Final Response to your complaint. Such Final Response will explain the courses of action open to you including referral to the Legal Ombudsman if you remain unhappy with the outcome of your complaint. This final response will also confirm our position in relation to the use of any Alternative Dispute Resolution forum as a medium for seeking to resolve any dispute.
Referral of your complaint to the Legal Ombudsman
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. 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. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint
and
- No more than one year from the date of act/omission; or
- No more than one year from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them using the following contact details:
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman PO 6167, Slough. SL1 0EH.
V3/DA/11/03/24