At MoneyPlus Legal, we pride ourselves on providing our customers with an exceptional service. However, we know that sometimes things can go wrong. When this happens, let us know and we will do everything we can to resolve it. Our procedure for handling complaints is explained below:
When we receive your complaint, we will investigate and attempt to resolve this with you within three working days.
If we are unable to do this, we will write to you within five working days to formally acknowledge your complaint and explain what is happening.
We will conduct a thorough, objective investigation and provide a written response to explain our findings and any next steps. We endeavour to respond to all complaints within eight weeks of receipt.
If we are unable to resolve the complaint with you, you can have your complaint independently looked at by the Legal Ombudsman.
The Legal Ombudsman is an independent complaints body established under the Legal Services Act who can investigate complaints about service issues with lawyers.
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 and you want to refer your concerns you must do this:
- Within six months of receiving our final response letter and
- No more than six years from when the issue occurred; or
- No more than three years from when you should have reasonably known there was cause for complaint
These procedures relate to how complaints are handled by MoneyPlus Legal Limited in respect of our legal services, which are regulated by the Solicitors Regulation Authority. If your complaint relates to services provided by another MoneyPlus company, please contact them directly.