Complaints Procedure
Craden Moore Solicitors
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please contact us with the details. In the first instance, please raise the complaint with the person dealing with your matter. If this can not be resolved with them then we will deal with the complaint as stated below.
What will happen next?
Step 1:
We aim to resolve your complaint within eight weeks of your notification. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
Step 2:
We will then investigate your complaint. This will normally involve passing your complaint to our complaint manager Ms Sherin Adi Raja, who will review your file or matter and speak to the member of staff who acted for you.
Step 3:
Ms. Adi Raja will then invite you to a meeting if appropriate to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.
Step 3:
Ms. Adi Raja will then invite you to a meeting if appropriate to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.
Step 4:
Within three days of the meeting, Ms. Adi Raja will write to you to confirm what took place and any solutions he has agreed with you.
Step 5:
If you do not want a meeting or it is not possible, Ms. Adi Raja will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
Step 6:
If you are not satisfied and request a review, we will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. 7. If you are still not satisfied, you can then contact the Legal Ombudsman (LeO) at PO Box 6806 Wolverhampton WV1 9WJ 9EB about your complaint. You can also e-mail the Legal Ombudsman (LeO) by clicking here or telephone them on 0300 555 0333 or +44 121 245 3050 if calling from overseas. For further information, please access the Legal Ombudsman (LeO)’s website: www.legalombudsman.org.uk.
Step 7:
If you are still not satisfied, you can then contact the Legal Ombudsman (LeO) at PO Box 6806 Wolverhampton WV1 9WJ 9EB about your complaint. You can also e-mail the Legal Ombudsman (LeO) by clicking here or telephone them on 0300 555 0333 or +44 121 245 3050 if calling from overseas. For further information, please access the Legal Ombudsman (LeO)’s website
Step 8:
As of 01 April 2023, the time periods for reporting a complaint to the Legal Ombudsman is no longer than:
- Within six months of receiving our final response to your complaint
and
- 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 reasonably have known that there was cause for complaint.
Step 9:
If your complaint involves dishonesty, then we will advise you to report this to the Solicitors Regulation Authority, who will deal with this.