Complaints Procedure

Mooneerams Solicitors want to give you the best possible service. We expect very high standards of ourselves, which we strive to maintain in all our dealings with our clients. However, if at any point you become unhappy or concerned about the service that we have provided, then you should inform us immediately so that we can do our best to resolve the problem.

In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure (in bold, below). Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority

Mooneerams Formal Complaints Procedure

If you are unhappy with any aspect of our service and have not first of all been able to resolve this after discussing your concerns with our member of staff who has been working on your case, please contact Mr Alistair Worth, our Complaints Handling Director, or if your complaint is about Mr Alistair Worth then please contact Mr Angus Fergusson. Any complaint will be fully investigated free of charge.
We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman (see below).We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will be carried out by our Complaints Handling Solicitor, Alistair Worth, who will review your matter file and speak to the member of staff who acted for you.
Alistair Worth will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
Within three days of the meeting, Alistair Worth will write to you to confirm what took place and any solutions he has agreed with you.
If you do not want a meeting or it is not possible, Alistair Worth will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for Angus Fergusson to review the decision.
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.

What to do if we cannot resolve your complaint

We hope that we have been able to resolve your complaint satisfactorily. However, if you remain unhappy with our response then you can refer your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act, who can investigate complaints about the legal service you have received from us.

The Legal Ombudsman expects complaints to be made to them within six years of the date of the act or omission about which you are concerned or within three years 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.

However, please note that from 1 April 2023 these time limits are changing. From the 1 April the Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. The requirement to refer your concerns to the Legal Ombudsman within six months of our final response to you remains the same.

You can contact the Legal Ombudsman by:

Telephone: 0300 555 0333
Email on enquiries@legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH