Introduction

Any expression of dissatisfaction about the way in which Moriarty Law Limited have handled your case will be considered seriously and we will ensure that we respond promptly to any complaint.

Moriarty Law Limited is committed to providing a professional, efficient and courteous service to all our clients and their customers. If you feel that we have failed to achieve an acceptable standard of politeness we want you to tell us. We regard this as an opportunity to monitor and improve our quality of service to our clients. We will investigate your concerns objectively and try to achieve a positive and speedy resolution.

What happens next

We will always try and resolve any complaint immediately at the first point of contact.  If, for any reason, we cannot resolve the matter by the end of 3 working days, then the case will be passed to our Complaints team who will write to you to acknowledge your complaint.

Our final response

Whilst regulations allow us 8 weeks to resolve client and customer complaints we are committed to resolving them as soon as possible. We will keep you informed of our progress throughout.

Once we have thoroughly looked into your complaint we will send you our final response letter. This will tell you what we found out, our decision and if applicable, what we plan to do. 

Appeal process

If you are not satisfied with the outcome of your complaint and our final response then you have the right to escalate the complaint to our client.

Support available to customers

It is essential that you get support and assistance if you need it. The following organisations will be able to provide advice and support:

StepChange

StepChange Debt Charity provides free advice to individuals who need assistance in managing their debt and dealing with any issues or concerns about their case. Their expert advisors can help on a range of matters.

www.stepchange.org

Telephone: 0800 138 1111 (Freephone)

Citizens Advice

You can get free, independent and impartial advice from your local branch of Citizens Advice.

www.citizensadvice.co.uk

You can also seek independent legal advice from a solicitor. 

Financial Ombudsman Service

Debts formed under the Consumer Credit Act 1974 (amended 2006) are subject to different regulations, including Financial Conduct Authority protections. On such debts you have the right to report complaints to the Financial Ombudsman Service:

http://www.financial-ombudsman.org.uk/

The Financial Ombudsman Service

Exchange Tower

London E14 9SR

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