Complaints Procedure
EJ Moyle LLP is committed to providing a high quality legal service to all our Clients. When something goes wrong, we need to know about it and we are grateful to you for bringing your concerns to our attention. This will hopefully help us to improve our standards.
OUR COMPLAINTS PROCEDURE
We are sorry to note that you have a concern or a complaint about the service you are receiving or have received from us. All complaints are taken seriously and the matters which you have raised have been referred to Rob Fawcett, who is the Partner responsible for hopefully resolving such matters to your satisfaction.
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within 7 days of our receiving the complaint, enclosing a copy of this procedure. If you have difficulty reading or have any other disability which may affect your ability to participate in our complaints procedure, please let us know and we will endeavour to take this into account.
2. We will then investigate your complaint. This will normally involve passing your complaint to our Client Care Partner, Rob Fawcett, who will review your file and speak to the member of staff who acted for you.
3. Mr. Fawcett will then write to you within 21 days of sending you the acknowledgement letter and provide you with a detailed response, including any suggestions for resolving the matter. If appropriate, he will contact you before writing to you to discuss the matter either over the telephone or at a meeting.
4. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may, at that stage, arrange for another Partner to review the decision of the Client Care Partner.
5. 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.
6. If you are still not satisfied, if your complaint relates to work a Solicitor did for you, or your bill, you can then contact the Legal Ombudsman at PO Box 6167, Slough, SL1 0EH, or telephone 0300 555 0333 or email enquiries@legalombudsman.org.uk about your complaint. Any complaint to the Legal Ombudsman must usually be made within 6 months of your receiving a final written response from us regarding your complaint.
7. Please be aware that there is a limitation on when you can pass this matter to the Legal Ombudsman. From 1st April, 2023, it is one year from the date of the act that you feel caused your complaint, or one year from when you should have reasonably known there was cause for complaint.
8. The Legal Ombudsman has provided further guidance on its service at www.legalombudsman.org.uk
9. If you are still not satisfied, if your complaint relates to your Solicitor telling lies, stealing from you, shutting down without telling you or breaking the Solicitors Regulation Authority (SRA) Rules, you can contact the Solicitors Regulation Authority at The Cube, 199 Wharfside Street, Birmingham, B1 1RN or telephone 0370 606 2555 about your complaint.
10. Please be aware that there is a limitation on when you can pass this matter to the Solicitors Regulation Authority. From 1st April, 2023, it is one year from the date of the act that you feel caused your complaint, or one year from when you should have reasonably known there was cause for complaint.
11. The SRA has provided further guidance on its service at www.sra.org.uk/problem
If we have to change any of the timescales mentioned above, we will let you know and explain our reasons for doing so.
Dated: 13.09.21
Amended: 01.11.22, 19.04.23, 17.01.24
