Complaints Procedure

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:

Contact Us At:

Complaints Team

MoneyPlus Legal

Riverside

New Bailey Street

Manchester

M3 5FS

Phone: 0161 837 4749

Email: complaints@moneyplus.com

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.

Refer Your Complaint To:

Legal Ombudsman

PO Box 6806

Wolverhampton

WV1 9WJ

Phone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Web: www.legalombudsman.org.uk

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 know there was cause for complaint


These procedures relate to how complaints are handled by MoneyPlus LegalLimited in respect of our legal services, which are regulated by the Solicitors RegulationAuthority. If your complaint relates to services provided by another MoneyPlus company, please contact them directly.

Updated December 2019