Client Care

Complaints Procedure

We are committed to providing a high-quality legal service. If something goes wrong, we want to hear from you so we can put it right.

Home Complaints
Last Updated
January 2026
Version
v2.0
Applies to
mooreandcolaw.com

Our Commitment to You

Moore & Co Solicitors LLP is committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards and put things right for you.

We take all complaints seriously and handle them in accordance with the Solicitors Regulation Authority's Code of Conduct. There is no charge for making a complaint and it will not affect the way we handle your matter.

How to Make a Complaint

If you are unhappy with any aspect of our service, we ask that you first contact the solicitor handling your matter to see if the issue can be resolved informally.

If you wish to make a formal complaint, please contact our Complaints Partner:

  • Name: Kelvin Bowen, Managing Partner
  • Email: complaints@mooreandcolaw.com
  • Post: Complaints Partner, Moore & Co Solicitors LLP, 14 Gray's Inn Road, London WC1X 8HN
  • Telephone: +44 (0)20 7946 0321

Please provide as much detail as possible about your complaint, including the name of the solicitor involved, the matter reference number, and the nature of your concern.

What Happens After You Complain

On receipt of your complaint, we will:

  • Send you a written acknowledgement within 3 working days
  • Record your complaint in our central complaints register
  • Investigate the complaint thoroughly and impartially
  • Keep you informed of progress throughout the investigation
  • Provide you with a full written response setting out our findings and proposed resolution

Our response will tell you whether we uphold your complaint, partially uphold it, or are unable to agree with it, and why. We will also tell you what steps we intend to take to remedy any problems identified.

Timeframes

  • Acknowledgement: Within 3 working days of receipt
  • Interim update: Within 4 weeks if the investigation is ongoing
  • Final response: Within 8 weeks of receipt of the complaint

If for any reason we are unable to provide a final response within 8 weeks, we will write to explain why and give an indication of when we expect to be able to do so.

If You Are Still Unhappy

If you are not satisfied with our final response, or if we have not provided a final response within 8 weeks, you have the right to refer your complaint to the Legal Ombudsman.

Please note the following time limits for referring a complaint to the Legal Ombudsman:

  • Within 6 months of receiving our final response
  • Within 1 year of the act or omission you are complaining about
  • Within 1 year of when you should reasonably have known there was cause for complaint

Solicitors Regulation Authority

If you are concerned about our behaviour — for example, dishonesty, taking or losing your money, or treating you unfairly because of a protected characteristic — you can raise a concern directly with our regulator, the Solicitors Regulation Authority:

Please note the SRA deals with conduct issues only and cannot award compensation or order us to correct our bill.