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We are committed to providing a high quality legal service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us.

How do I make a complaint?

  1. You can contact us in writing (by letter, fax or email) or by speaking with our complaints partner, whose contact details are: Graham McPhie, partner, gmcphie@moonbeever.com, tel: 020 7400 7770 or fax 020 7400 7799. If the complaint relates to Mr McPhie, contact our senior partner, Frances Coulson on fcoulson@moonbeever.com, tel: 020 7400 7799 of fax 020 7400 7799.   
     
  2. To help us to understand your complaint, and in order that we do not miss anything, please tell us:
    1. your full name and contact details
    2. what you think we have got wrong
    3. what you hope to achieve as a result of your complaint, and
    4. your file reference number (if you have it)
       
  3. If you require any help in making your complaint we will try to help you.

How will you deal with my complaint?

  1. We will record your complaint centrally.
  2. We will write to you within three working days acknowledging your complaint, enclosing a copy of this policy.
  3. We will investigate your complaint. This will usually involve:
    1. reviewing your complaint
    2. reviewing your file(s) and other relevant documents, and
    3. speaking with the person who dealt with your matter
  4. We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
  5. We will update you on the progress of your complaint at appropriate times.
  6. We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
  7. We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement.

What do to if we cannot resolve your complaint

  1. The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority.
     
  2. The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case. 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 six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them:

by post at PO Box 6806, Wolverhampton, WV1 9WJ
by telephone: 0300 555 0333, or
by email: enquiries@legalombudsman.org.uk

What will it cost?

  • We will not charge you for handling your complaint.
  • Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.
  • The Legal Ombudsman service is free of charge.
 

 

Contact Us

Our office locations can be found here and individual staff profiles here together with full address and contact details. 

For non-urgent enquiries by email, please complete the contact form below and we will respond as soon as possible.

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