Third Party Complaints

Procedure


Whilst we hope you will never have any cause to complain, if you are not happy with the way we have treated you or someone you are representing, the procedure for raising a complaint with us is set out below.

This Procedure is for third parties only. If you are a client of Moorside, please refer to the Client Complaints Procedure.

What will Moorside investigate as a Third-Party ‘Complaint’?

Moorside consider a Third-Party complaint to be an expression of dissatisfaction with our conduct or treatment of an individual we are recovering debt from, or someone acting on their behalf.

We do not consider a dispute about an individual’s liability to pay a debt to be a complaint, and such issues will not be raised as a complaint.

Raising a Complaint

If you ask to raise a complaint, we will first assess whether the concern is a complaint or a dispute. If it is found to be a dispute, you must continue through the normal debt recovery channels.

If the concern you raised is found to be an expression of dissatisfaction with our conduct or treatment of an individual we are recovering debt from, or someone acting on their behalf, we will raise it as a complaint.

Moorside endeavour to provide an acknowledgement of the complaint within no more than 10 working days of receipt.

Investigation

Moorside will then investigate your concerns and will endeavour to provide a Final Response within 8 weeks of the date of the complaint being recorded.

If we need more time to investigate the complaint due to its complexity, we endeavour to inform you as soon as we are aware of this. We will endeavour to extend the timeframe no more than an additional 4 weeks.

Final Response Letter

This letter will inform you whether we have upheld, partially upheld, or not upheld your complaint. It will also explain our proposed resolution.

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.