Our Complaints Handling 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. Here is the email to use Complaints
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within. This will be done within three days of receiving the complaint and we will enclose a copy of this procedure.
- We will then investigate your complaint. This will normally involve the partner who has not been responsible for your matter looking at it. They will review your matter file and speak to the partner who you dealt with.
- The partner investigating the matter will then invite you to a meeting to discuss and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter.
- Within three days of the meeting, the investigating partner will write to you. They will confirm what took place and any solutions s/he has agreed with you.
- If you do not want a meeting or it is not possible, the investigating partner will send you a detailed written reply to your complaint. This letter will include his/her suggestions for resolving the matter. We will do this within 21 days of sending you the acknowledgement letter.
Second stage review
- At this stage, if our response doesn’t satisfy you, you should contact us again. We will arrange for the investigating partner to review his/her own decision. Or if appropriate we may propose an alternative such as review by another local solicitor or mediation to review the decision.
- We will write to you within 14 days of receiving your request for a review. In this letter we will confirm our final position on your complaint and explain our reasons.
- If for any reason we are unable to resolve the problem between us, then you may be entitled to refer your complaint to the Legal Ombudsman. This right specifically applies to the public, very small businesses, charities clubs and trusts. If you are in any doubt you can contact the Legal Ombudsman for guidance. Generally, you should bring the complaint to the Legal Ombudsman no later than 12 months after you find there is a problem and within 6 months of you receiving a final response from us. Normally you need to satisfy both of these time limit rules for the Legal Ombudsman to look at the complaint.
- You can contact the Legal Ombudsman at PO Box 6806 Wolverhampton WV1 9WJ. Their telephone number is 0300 555 0333 and their e-mail is firstname.lastname@example.org. More details are available on their web site www.legalombudsman.org.uk.
- The Legal Ombudsman may not deal with a complaint about a bill if you have applied to the court for assessment of that bill. You may have a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974.
- If we have to change any of the timescales mentioned above, we will let you know and explain why.
Allegations of Misconduct
Concerns about professional misconduct, such as dishonesty or discrimination, may be separate from those about the way in which we have provided a service. If you have such a concern please do discuss this with us or email us at Complaints. We take any such allegation seriously and would welcome the opportunity to discuss this with you. If we are unable to resolve your concerns about misconduct, you are entitled to refer the matter to the Solicitors Regulation Authority.
Visit the SRA’s website at Report a Solicitor for details of how to submit a report.
Who can make a complaint under this procedure?
If you are a previous, current or prospective client, or a beneficiary of a trust or estate that we represent, you may make a complaint under this procedure. You may submit your complaint personally or via a representative if you would prefer.
Any person may raise a misconduct allegation under this procedure
For more about what we can do, see
Other Legal Regulation
Questions about our complaints process- call
Kirsten Moon – Solicitor Partner
Or write to me at Moon & Co Solicitors, Applewood House, The Hill, Charing, Kent TN27 0LU