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Moss Solicitors LLP’s Complaints Procedure

We are committed to providing a high quality legal service to all our clients.  If you feel the level of service you have received has not been satisfactory then please tell us about the difficulty you have experienced.  This will help us to improve our standards.  You will not be charged for making a complaint.

Initial Concerns

Initially, you should raise any issues of concern with the member of staff dealing with your file, or alternatively, the head of department and hopefully they will be able to fully resolve the issue to your satisfaction.

If your concerns are not resolved satisfactorily then you can ask our Assistant Practice Manager to review your concerns to see if a resolution can be agreed.

Complaints Handling Procedure

If you are still unhappy and the issue remains unresolved, then you should refer your complaint to Katrina Greenwell, a partner of our firm and she will send you a letter acknowledging receipt of your complaint and confirming your complaint will be dealt with in accordance with our complaints handling procedure and details of this are as follows:

Step One:

Please let Katrina know the full nature of the problem, if you have not already done so. You can do this by emailing her at or writing to her at 80-81 Woodgate, Loughborough, Leicestershire, LE11 2XE.  She will record your complaint in our central register and open a separate file for your complaint.

Step Two:

She will write to you acknowledging your complaint within three working days. In this letter, she will confirm what will happen next.

Step Three:

She will then investigate the matter by reviewing the matter file and speaking to the member of staff concerned within 7 working days of acknowledging receipt of your complaint.  This may also involve a discussion/meeting with you if we both agree. Once the investigation has been completed, she will write to you setting out the result of her investigation and her proposed solution which will hopefully resolve the complaint.  This letter will be sent within 14 days of sending you the acknowledgement letter.

If, for some reason, we need to adjust the timescales we will notify you accordingly.

We would hope to be able to resolve complaints internally as quickly as possible, however there will be instances where we are not able to do so.

If your complaint has not been resolved to your satisfaction within 8 weeks of making the complaint you may be able to complain to the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ and ask them to consider the complaint. They are the independent complaints handling body for Solicitors.  Please note that any complaint to them must usually be made within six months of our final decision to you.  For further information you can contact the Legal Ombudsman on 0300 555 0333 or

Your relationship with us is important.  We take all issues of dissatisfaction seriously and treat them with priority.

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