Introduction

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. We will investigate your concerns competently and impartially and aim to achieve a positive and speedy resolution.

How can I make a complaint?

Phone:     0203 126 4544

E-mail:     [email protected]

You may also raise your concerns using our web-chat function on our customer portal; www.moriartylaw.co.uk;

or you may write to us at: 

Moriarty Law Complaints Team

Cobb House

2-4 Oyster Lane

Byfleet

KT14 7DU

We would ask that you provide us with your full name, your reference number, details of your complaint and what you think we should do to put things right.

Please notify us if you have any requirements so we can take steps to provide our response in a format that is accessible to you.

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 on 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. 

Data Protection complaints

For any complaint in relation to the use of your personal data; The law states that we must acknowledge the complaint within 30 days and provide the outcome without undue delay.

As above, we are committed to resolving complaints as soon as possible and will keep you informed of our progress throughout.

Appeal process

If you remain dissatisfied with our final decision or you have not received a final decision by the end of 8 weeks, you have the right to refer your complaint to other bodies, which may include the following:

 The Solicitor’s Regulation Authority (SRA) will consider complaints about the services we have provided to our clients or if solicitors fail to meet their regulatory obligations. Further information about accepted complaints can be found here;

https://www.sra.org.uk/consumers/      

Their contact details are as follows:

Contact Centre

The Cube

199 Wharfside Street

Birmingham

B1 1RN

Telephone: 0370 606 2555

The SRA are open from 08.00 to 18.00 Monday, Wednesday – Friday, and 9.30 – 18.00 Tuesday

Email: [email protected]

Website: https://www.sra.org.uk/

You may also be able to refer your complaint to the Legal Ombudsman. The Legal Ombudsman is able to look into complaints that fall into their jurisdiction; Further information about accepted complaints can be found here:

https://www.legalombudsman.org.uk/

Their contact details are as follows:

PO Box 6806, Wolverhampton, WV1 9WJ

E-mail: [email protected]

Telephone: 0300 5550333

Time limits for complaints to Legal Ombudsman

In the first instance you should complain to us. If you are not happy with our response, then you may complain to the Legal Ombudsman. Your complaint should be made:-

a) No longer than 12-months after the incident which gave rise to your complaint. Alternatively, this 12-month time limit starts when you first became aware of the cause for the complaint.

b) No longer than 6 months from our written response to your complaint.

c) Alternatively, if you complain to us and have not had a response within 8 weeks you are entitled to raise your concerns with the Legal Ombudsman at that stage.

There are certain exceptions to all these rules, and the full details can be found in the publication section of the Legal Ombudsman website at Section 4 of the document entitled “Scheme Rules”. We hope you never have cause to complain but if you do, we will try and deal with your issues promptly, efficiently and fairly.

Alternatively, you may be able to refer your complaint to the Financial Ombudsman Service (the FOS) for complaints regarding financial services, as above, the FOS requests for complainants to attempt to resolve matters with the firm initially, or, if eight weeks has passed.

Further information about the FOS, complaints they can accept, and their approach can be found here; https://www.financial-ombudsman.org.uk/   

Eligible complainants will be informed of their right to complain to the FOS within our final response. This must be done within six months of our final response.

Their contact details are as follows:

Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Phone: 0800 0 234 567 or 0300 123 9 123

Email: [email protected]

 

And for complaints in relation to your personal data, you may be able to refer your complaint to the Information Commissioner’s Office (ICO):

https://ico.org.uk/make-a-complaint/data-complaints-complaints/check-if-you-can-complain/

Phone: 0303 123 1113