Complaints

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided to you or concerns about our account, then you should inform us immediately so that we can do our best to resolve the problem for you.  In the first instance it may be helpful to contact the individual who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage.  

If you wish to make a formal complaint, we have a procedure in place which details how we handle complaints which can be viewed here. Please contact Christopher Houghton, Director, either by telephone, in writing or by contacting him by e-mail on CHoughton@moore-tibbits.co.uk.  We have eight weeks to consider your complaint. 

What happens if I don’t agree with your views on the complaint?

If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman.  The Legal Ombudsman investigates problems about poor service from Solicitors.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.   If you have, then you must take your complaint to the Legal Ombudsman:

• Within six months of receiving a final response to your complaint and
• No more than one year from the date of act/omission; or
• No more than one year from when you should reasonably have known there was cause for complaint.

Do not send original documents to the Legal Ombudsman. They will scan any documents you send to them to make computer copies and will then destroy the originals.

If you would like more information about the Legal Ombudsman please contact them:

Contact details:

Visit www.legalombudsman.org.uk

Call 0300 5550333 between 9am and 5pm

Email:  enquiries@legalombudsman.org.uk

Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Raising concerns with our regulator

The Solicitors Regulation Authority (SRA) 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 find information about raising your concerns with the SRA at www.sra.org.uk/consumers/problems/report-solicitor/ .