Our complaints policy

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..

If you have a complaint please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.


What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within two working days of receiving it, enclosing a copy of this procedure.

2. We will then investigate your complaint. This will normally involve passing your complaint to the person who is head of the department to which your complaint relates, or should your complaint relate to that person, to a Partner of the Firm. The investigating person will review your matter file and speak to the member of staff, or Partner who acted for you.

3. The person investigating your complaint will send you a detailed written reply to your complaint, including his or her suggestions for resolving the matter, within 21 working days of sending you the acknowledgement letter. If we will not be able to comply with this timescale for any reason we will let you know and will give you a revised timescale.

4. At this stage if you are not satisfied with our response to your complaint you should contact us again and we will arrange for Martin Cox, our Senior Partner, to review our response. If your complaint is about Martin Cox then another Partner of the Firm will review our response.

5. We will write to you within 14 working days of receiving your request for a review by Martin Cox (or another Partner of the Firm if the complaint is about Martin Cox) confirming our final position on your complaint and explaining our reasons.

6. If you are still not satisfied, you can then contact the Legal Ombudsman, an independent complaints body established under the Legal Services Act, who can independently investigate complaints about the legal service you have received from us.

The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

You can contact the Legal Ombudsman by:

Telephone: 0300 555 0333. Minicom: 0300 555 1777

Email on enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH.


Moseleys Solicitors
26th January 2024