Complaints Procedure

How to complain

You may complain in writing, by email, by telephone, in a meeting, by video call or face-to-face. You do not have to use legal language or put your complaint in a particular format. It is helpful if you can explain what has gone wrong, how it has affected you and what you would like us to do to put things right. You may raise your complaint with the person dealing with your matter, their supervisor, or our Complaints Manager. If the issue can be resolved quickly and you do not wish to make a complaint, we will try to resolve it with you. If you tell us that you wish to complain, or if it is clear that your concern amounts to a complaint, we will handle it under this procedure. Please contact Joanne Tindall, our Complaints Manager, Managing Partner and COLP, by one of the following methods:

• Email: jo.tindall@mooredge.law
• Post: 3 Hawksworth Street, Ilkley, LS29 9DU
• Telephone: 07989 527041

If you have a file reference number, please include it. If you do not have it, we will still consider your complaint.

Accessibility and reasonable adjustments

Please tell us if you need any support or reasonable adjustments to help you make or pursue your complaint. For example, you may prefer communication in a particular format, larger font, telephone rather than email, or support with explaining your complaint. We will discuss and agree any reasonable adjustments with you and record them so that they are applied consistently.

What happens next

We will acknowledge your complaint in writing within three working days where possible. We will explain who will handle your complaint, summarise the issues we understand you are raising, ask you to confirm anything that is unclear and explain the next steps.

Early Resolution

After acknowledging your complaint, we will consider whether it may be suitable for Early Resolution. This means we may contact you promptly to discuss your concerns, understand the impact on you and explore whether there is a practical way to resolve the complaint without a full investigation.

Where Early Resolution is suitable, we will normally aim to suggest a solution or confirm the outcome in writing within around 10 working days. If we reach an agreement with you, we will confirm what has been agreed in writing. If Early Resolution is not suitable, or if it does not resolve the complaint, we will move to Full Investigation.

Full Investigation

If a Full Investigation is needed, we will review the relevant evidence, which may include your file, correspondence, attendance notes, costs information and information from the people involved. We may contact you if we need clarification. We will send you a final written response within eight weeks of receiving your complaint. The response will explain our conclusions, whether your complaint is upheld, partly upheld or not upheld, the reasons for that decision and any remedy or action we propose to take. If we cannot meet a timescale, we will tell you, explain why and provide a revised date. If we have not resolved your complaint within eight weeks, you may refer the complaint to the Legal Ombudsman.

If your matter is ongoing

If your complaint relates to an ongoing matter, we will consider whether any immediate steps are needed to protect your position while the complaint is being considered. Raising a complaint does not automatically mean that we will stop acting for you. If we consider that we may no longer be able to act, we will explain this separately.

Legal Ombudsman

If we have not resolved your complaint within eight weeks, or if you are not satisfied with our final written response, you may refer your complaint to the Legal Ombudsman:

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

You must usually refer your complaint to the Legal Ombudsman within six months of our final written response to your complaint. In addition, the complaint must usually be referred within one year of the act or omission complained about, or within one year of the date when you should reasonably have known there was cause for complaint. The Legal Ombudsman has discretion to accept complaints outside these limits where it considers it fair and reasonable to do so. The Legal Ombudsman service cannot be used by all businesses or organisations. Further details are available from the Legal Ombudsman.

Solicitors Regulation Authority

We are regulated by the Solicitors Regulation Authority (SRA). The Legal Ombudsman deals with complaints about poor service. The SRA deals with reports of serious professional misconduct, such as dishonesty, taking or losing client money, or treating clients unfairly because of a protected characteristic. If you believe Moor Edge Law or any individual within the firm has breached the SRA Principles or committed serious misconduct, you may report the issue directly to the SRA. Further information is available at www.sra.org.uk. Please note that the SRA does not usually award compensation for poor service or reduce or refund legal fees. Complaints about poor service are usually for the Legal Ombudsman.

Learning from your complaint

We record complaints and outcomes so that we can identify learning points, improve our systems and reduce the risk of similar issues arising again.