If you have a problem

We hope your case goes smoothly, and that you are happy with our service.  However, if you think something has gone wrong or you aren't happy about something, please let us know.

Like all solicitors, we have a complaints handling procedure.  Details are given below, including your rights to refer a complaint to the Legal Ombudsman or the Solicitors Regulation Authority.  Complaints or concerns are best dealt with by talking about them to your solicitor before they become too much of an issue.  It may just be a misunderstanding or it may be a genuine problem but either way, don't suffer in silence!  We would encourage you to let us know about any potential problems so we can put them right, or explain what is going on.

Our complaints procedure

Moons Solicitors is committed to providing a high quality service to all clients. If you are unhappy with any aspect of the service you have received, we would encourage you to discuss this with your lawyer. In accordance with our complaints procedure, we will always take your complaint seriously, deal with your concerns fairly and try to resolve the problem quickly. Please ask for a copy of this procedure if you would like further details.

 

If you are not satisfied with the outcome of our complaints process, you can ask the Legal Ombudsman to consider it further. Before you make a complaint to the Legal Ombudsman, it is a requirement that you have raised your complaint with us first and we have had 8 weeks to deal with your complaint. If you are not satisfied with our reply after the 8 weeks has expired you can then complain to the Legal Ombudsman. The time limit for taking your complaint to the Legal Ombudsman is 6 months from the
date when you received your final written response from us. You must also refer your complaint to the Legal Ombudsman within 3 years from when you found out about the problem or within 6 years of the problem happening. They will not consider a problem that occurred before 5th October 2010.

 

For further information, you should contact the Legal Ombudsman (PO Box 6806, Wolverhampton WV1 9WJ; telephone 0300 555 0333; email: enquiries@legalombudsman. org.uk) or refer to their website at www.legalombudsman.org.uk. Please note that generally only individuals and small businesses fall within the Legal Ombudsman scheme rules.


In relation to your bill, you may also apply to the Court for assessment of the bill under Part III of the Solicitors Act 1974. The usual time limit for making such an application is one month from the date of delivery of the bill. If you have already applied to the Court for assessment of your bill, please be aware that the Legal Ombudsman cannot then consider it.

If you believe a solicitor has broken the law, broken their professional rules or has shut down without telling you, you can register a complaint with the Solicitors Regulation Authority, the SRA.  You can find out more information about problems and complaints with which they can help at www.sra.org.uk/consumers/problems/ or by telephoning 0370 606 2555, or in writing at Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN.