Complaints Procedure

Complaints Procedure

We are committed to providing the highest quality service to our clients. If at any time you feel that this is not the case, we want to know so that we can do our best to resolve the problem.

If you have a complaint, please contact Krishna Kotecha our Complaints Handling Partner.  You can write to her at MDS, 11 De Montfort Street or call on 0116 2547456 or email enquiries@moosaduke.com  

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What will happen next?

We will write to you to acknowledge receipt of your complaint within 10 working days.

We will also advise you as to who will be investigating your complaint, the likely length of time it will take to investigate the matter(s) you have raised and when we are likely to be in a position to respond fully. This will not be longer than 8 weeks from the date of the complaint.

We will review your case and, where required, speak with the person who acted for you.

The Complaints Handling Partner will arrange to speak to you by telephone or arrange a meeting to discuss your complaint and how it can be resolved

Where the matter has been resolved the Complaints Handling Partner will notify you in writing.

Where the matter is not resolved satisfactorily you will be informed of your right to contact the Legal Ombudsman who will look at your complaint independently and which will not affect how we handle your matter.

Legal Ombudsman 
PO Box 6167 
Slough 
SL1 0EH

Telephone:
‍0300 555 0333 (international: +44 121 245 3050)

Email: 
enquiries@legalombudsman.org.uk

Website:
 www.legalombudsman.org.uk

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 within six months of receiving a final response to your complaint and no more than one year from the date of the act or omission being complained about/no more than one year from the date when you should reasonably have known there was cause for complaint.

If you are concerned that we haven’t adhered to the SRA Rules and Regulations you can report your concerns to the SRA:

Solicitors Regulation Authority,
The Cube
199 Wharfside Street
Birmingham
B1 1RN

 Telephone: 
‍0370 606 2555 inside the UK or +44 (0)121 329 6800 from overseas

 Email: 
‍report@sra.org.uk

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