Client Complaints

Procedure


Whilst we hope you will never have any cause to complain, if you are not satisfied with our services, the procedure for raising a complaint with us is set out below.

This Procedure is for clients of Moorside only. If you are a third-party, including if we are attempting to recover a debt from you, please refer to the Third-Party Complaints Procedure.

Raising a Complaint

If you are a Client of Moorside and you have any concerns with the services we are providing to you, in the first instance we encourage you to discuss your concerns with the person who is your main point of contact at Moorside. We hope that we can quickly resolve any concerns you have without needing to follow a formal complaints procedure.

If you feel that your main contact is unable to address your concerns, you should tell them that you wish to raise a complaint.

Once you have indicated that you wish to raise a complaint, the following will happen: –

1. the same day, the Operations Manager and Principal Solicitor will be notified of your complaint; and

2. as soon as possible, but no later than the following working day, you will be provided with an acknowledgment letter/email. The Acknowledgement Letter will explain the steps that will be taken and will provide a timescale of how long we expect it to take.

Complaint Investigation

Once a complaint is formally logged, the following will happen: –

Stage 1

In the first instance, your main contact will formally investigate your concerns as soon as possible and will respond to your complaint within the timeframe provided to you in the Acknowledgement Letter.

Once the investigation is concluded, a ‘Stage 1 Final Response Letter’ will be sent to you detailing the steps taken, the outcome and the proposed resolution.

If the investigator is unable to reach a conclusion within the estimated timeframe, they will communicate this to you and provide an updated estimate.

If you are not satisfied with the investigation, outcome, and proposed resolution, you can ask for the complaint to be escalated to Stage 2.

Stage 2

If you tell us you are not satisfied with the Stage 1 final response, the complaint will be escalated to the Principal Solicitor and Operations Manager. If this happens, an estimated time for completion of the Stage 2 investigation will be provided to you.

A second investigation will take place as soon as possible and a Stage 2 Final Response Letter will be sent; detailing the steps they have taken, the outcome and the proposed resolution.

Stage 3

If you are unsatisfied with the Stage 2 final response, you should communicate this to us, at which point we will consider whether there is anything further we can do to resolve your complaint within the APN Group. If we think there is, we will discuss the next steps with you.

Legal Ombudsman

If Moorside deem your complaint concluded (i.e. you have exhausted Stage 2, or Stage 3 if available) but you remain unhappy, you have the right to refer the complaint to the Legal Ombudsman.

You will usually need to bring a complaint to the Legal Ombudsman within six months of receiving our Final Response letter (Stage 2, or Stage 3 if available), and within one year of the act or omission about which you are complaining occurred (or within one year of when you reasonably should have been aware of it).

You can only refer your complaint to the Legal Ombudsman after we have attempted to resolve it internally through the above procedure, or after 8 weeks has passed from the date the complaint was made.

Email: [email protected]
Telephone number: 0300 555 0333
Address: PO Box 6167, Slough, SL1 0EH

Further details are available – www.legalombudsman.org.uk

Solicitors Regulation Authority

If you are concerned about Moorside’s behaviour or that we are in breach of the SRA’s Code of Conduct for Solicitors and Firms, you can discuss this with the SRA – www.sra.org.uk.