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, Arena, 9 Nimrod Way, Ferndown, BH21 7UH
- Email: info@moneysolicitor.com
- By phone: 0800 0073 777
Once a complaint has been received a letter or electronic acknowledgement of the complaint will be sent within 5 business days by Simona Zaharia, the Operations Manager, who is 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.
The Legal Ombudsman expects complaints to be made within one year of the act or omission about which you are concerned, or within one year of you realising that there was a concern.
You must also refer your concerns to the Legal Ombudsman within 6 months of the date of our final response letter to you.
The Legal Ombudsman can be contacted:
- By post: P.O Box 6806, Wolverhampton, WV1 9WJ
- By email: enquiries@legalombudsman.org.uk
- By phone: 0300 555 0333
Alternative complaint bodies exist that are competent to deal with complaints about legal services should both you and TMS Legal wish to use such a scheme. A list of those that the company recommends are available on request.
Please note that the Legal Ombudsman is there to deal with concerns about the level of service received. If your concern is related to behaviour, for example dishonesty, or that you have been treated unfairly because of your age, disability, or other characteristic, you can raise your concerns with the Solicitors Regulation Authority. Full details on how to do this can be found on their website:
Last Updated: 20 May 2024