Complaint procedure

Andreea Anca Moscovici Compliant policy

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately so that we can do our best to resolve the problem.

In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.

Our complaints procedure

If you have a complaint, please write to us with the details. You have been given the name of the member of our staff who is dealing with your matter and the name of the relevant Supervisor. Any complaint should be addressed to the named Supervisor (Andreea Anca Moscovici)

What happens next?

1. We will send you a letter acknowledging your complaint.  We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our correspondence within three days of us receiving your complaint.
2. We will then start to investigate your complaint.  This will normally involve the following steps:
3. The Supervisor will investigate your complaint and reply to you. We aim to let you have such a reply within 14 working days.
4. The Supervisor will record your complaint in our central register.
5. She will then either write or email you to respond to the complaint or invite you to a meeting (in person or by telephone) to discuss and hopefully resolve your complaint.
6. If a meeting takes place, we will write to you to confirm what took place and any solutions which have been agreed with you.
7. At this stage, if you are still not satisfied, please contact us again and we will then arrange to review our decision.
8. We will let you know the result of the review within 14 days of the end of the review. At this time, we will write to you confirming our final position on your complaint and our reasons.

Please note that Anca Andreea Moscovici is a Sole Practice, which means that it is very likely that the same person will be dealing with your case and any potential complaint. If this happens, all efforts will be made for the process to be carried out fairly and thoroughly.

When to take a complaint to the Solicitors Regulation Authority

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.

What do to if we cannot resolve your complaint

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 the 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.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ