Complaint Procedure
Complaint Procedure
At Citymoor Solicitors, we are committed to providing our clients with the highest standard of service. However, if something goes wrong, we want to hear from you so we can resolve the issue and improve our services.
How to Make a Complaint
We are committed to providing a high standard of service to all our customers. However, if you are unhappy with any aspect of our service, we want to hear from you so that we can investigate your concerns and put things right where appropriate.
Complaints Manager
If you are dissatisfied with our service, please contact us as soon as possible. You can make a complaint:
By email: info@citymoor.co.uk info@citymoor.co.uk
By post:
Citymoor Financial Ltd
268 Bath Road
Slough
SL1 4DX
To help us investigate your complaint, please provide:
- Your full name and contact details
- Details of your complaint
- The relevant dates and circumstances
- The name of the adviser or member of staff involved, if known
- Any supporting documents or information you consider relevant
What Happens Next?
Acknowledgement
We will acknowledge receipt of your complaint in writing within 5 working days.
Investigation
We will acknowledge your complaint promptly and confirm that we are investigating it. Your complaint will be reviewed fairly and thoroughly by an appropriate member of our team who is independent from the circumstances of the complaint where appropriate.
Response
We will explain our findings and, where appropriate, offer remedies or actions we will take to resolve the issue.
What If You Are Not Satisfied?
If you are not satisfied with our response, you may escalate your complaint to the Legal Ombudsman, who can investigate complaints about legal services.
Legal Ombudsman Contact Details:
Email: sales@citymoor.co.uk enquiries@legalombudsman.org.uk
Website: www.citymoor.co.uk
Address: 268 Bath Rd, Slough SL1 4DX
You must contact the Legal Ombudsman:
Within six months of receiving our final response, and
No more than one year from the date of the act or omission, or
No more than one year from when you should reasonably have known there was a cause for complaint.
If you are not satisfied with our response, you may escalate your complaint to the Legal Ombudsman, who can investigate complaints about legal services.
Legal Ombudsman Contact Details:
Email: info@citymoor.co.uk
Website: citymoor.co.uk
Address: 268 Bath Rd, Slough SL1 4DX
You must contact the Legal Ombudsman:
Within six months of receiving our final response, and
No more than one year from the date of the act or omission, or
No more than one year from when you should reasonably have known there was a cause for complaint.