Complaints Procedure

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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 a partner in the firm who will deal with this in accordance with the firm's established complaints procedure.  The partners are

Nicholas Moon nmoon@haywardmoon.co.uk  

Mark Hayward mhayward@haywardmoon.co.uk

Joanna Crosby jcrosby@haywardmoon.co.uk

 

Should you need to do this then please process below.

1.  The complaint should be put to us in writing (email is accepted)


2.  The Partner will reply in writing to the complaint within 7 days.


3.  If a full reply cannot be sent within 7 days, the Partner will acknowledge receipt of the complaint in writing within 7 days, stating by what date (which must be within 28 days of receipt of the complaint) a substantive response is likely to be sent and explain the reason for the delay.


4.  If the complainant is dissatisfied with any aspect of the handling of the complaint by the firm, the complainant can ask for a separate review of the complaint to be carried out by another Partner in the firm. This review will be carried out within 28 days of the request for a separate review.


5.  The Partner will when he makes a full response to the complaint notify the complainant in writing of his entitlement (if he is dissatisfied with the Partner’s response) to contact the  Legal Ombudsman directly to consider the complaint. The Legal Ombudsman’s contact details are:-

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Telephone:            0300 555 0333
Email:                   enquiries@legalombudsman.org.uk

 

Unless it agrees there are good reasons not to do so, the Legal Ombudsman will expect the complainant to allow us to consider and respond to their complaint in accordance with the procedure set out above in the first instance. The complainant can refer their complaint to the Legal Ombudsman up to six months after they have received our final written response to their complaint. The complainant can also use the Ombudsman service if we have not resolved their complaint within eight weeks of us receiving it. A complaint can be referred to the Legal Ombudsman up to six years from the date of the act or omission or up to three years after discovering a problem. The Ombudsman deals with the service-related complaints; any conduct-related complaints will be referred to the Council for Licensed Conveyancers. Further information regarding the Legal Ombudsman can be found on its website http://www.legalombudsman.org.uk/.

In addition to the above, the complainant makes a valid claim against us for loss arising out of work for which we are legally responsible, and we are unable to meet our liability in full, the complainant may be entitled to claim from the Compensation Fund administered by the Council for Licensed Conveyancers (from whom details can be obtained).

 

Call
Ipswich 01473 234730
Bury St Edmunds 01284 727290
Diss 01379 646040
Cambridge 01223 236555
Colchester 01206 710717

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