If you have any queries or concerns about our work for you, please take them up in the first instance with the fee earner involved. If that does not resolve the problem to your satisfaction or you would prefer not to speak to the fee earner, then please take it up with our Customer Service Team who will deal with this in accordance with the firm's established complaints procedure. The Customer Service Team can be contacted by email at customerservice@haywardmoon.co.uk or by post to any of our office addresses.
Should you need to do this then please follow the process below.
- The complaint should be put to us in writing (email is accepted)
- The Customer Service Team will acknowledge the complaint within 7 days.
- If a full reply cannot be sent within 7 days, a member of the Customer Service Team will let you know by what date (which must be within eight weeks of receipt of the complaint) a substantive response is likely to be sent and explain the reason for the delay.
- If you are dissatisfied with any aspect of the handling of the complaint by the company, then you can ask for a separate review of the complaint to be carried out by a different member of the Customer Service Team. This review will be carried out within 28 days of the request for a separate review but if this time extends beyond the eight week period mentioned in the previous paragraph then you are entitled to refer it to the Legal Ombudsman without waiting for the outcome of the review.
- The Customer Service Team will when making a full response to the complaint notify you in writing of your entitlement (if you remain dissatisfied with the response) to contact the Legal Ombudsman directly to consider the complaint. The Legal Ombudsman’s contact details are:-
Legal Ombudsman
PO Box 6167,
Slough,
SL1 0EH
Telephone: 0300 555 0333
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:
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should have realised that there was cause for complaint;
and
- Within six months of receiving a final response to your complaint.
If you would like more information about the Legal Ombudsman please see their website http://www.legalombudsman.org.uk/.