Complaints Procedure

 

  • We endeavour to provide a good quality service with efficiency and courtesy. It is our aim that our clients should be satisfied with all aspects of the work undertaken by us.

 

  • We aim to resolve complaints as quickly and efficiently as possible while at the same time gaining a complete understanding of the client’s complaint points and addressing each one.

 

  • A complaint can be made verbally or in writing. For example it can be by letter, telephone, e-mail or by any other contact medium we have available.

 

  • Our contact details are:

 

  • By post: TMS Legal Ltd, 1 Poole Road, Bournemouth BH2 5QQ
  • By email: info@moneysolicitor.com
  • By phone: 0800 0073 777

 

  • Once a complaint has been received a letter or electronic acknowledgement of your complaint will be sent within 5 business days. This acknowledgment will include the name of the manager responsible for investigating your complaint.

 

  • Within 4 weeks of the complaint being received we will send either a final response letter addressing all your complaint points, or a holding response advising you as to why the complaint has not been resolved.

 

  • If a holding response is sent an indication will be given as to when our final response letter will be sent to you, but it will be within 8 weeks from the date of the receipt of the original complaint.

 

  • Within 8 weeks from the date of receipt of your complaint we will send you a final response letter addressing all your complaint points.

 

  • If we have not resolved the complaint to your satisfaction you have the right to complain to the Legal Ombudsman, an independent complaints body established under the Legal Services Act 2007.

 

  • You have 6 months from the date of our final response letter to complain to the Legal Ombudsman, whose details are set out below.