We are committed to providing a high quality service to all our clients. When something goes wrong we need clients and staff to tell us about it, as we want to treat our customers fairly. Any complaint by a client is a serious matter and is dealt with promptly. We will fully investigate the circumstances of the complaint and the issues that are raised. We will use the results of the investigation to help prevent any further similar complaints and to put in place systems and procedures which will ensure improvements.
Our Complaints Procedure
Muve has a procedure for dealing with issues and feedback that arise from clients. Any complaint is referred by the person handling your case to our Customer Service team via email@example.com, ensuring they are recorded on our central register. We will then investigate and respond to you. Complaints that cannot be resolved at this stage are then escalated to our Directors and ultimately, the customer is able to escalate to the Legal Ombudsman if the complaint cannot be resolved within 8 weeks of the initial notification to us. If you have a complaint about any aspect of the service you have received or about a bill of costs, please write to us with the details. Address your correspondence to the person handling your case at the office where we are handling your case and mark it as a complaint.
What will happen next?
We will deal with your complaint in accordance with our internal standard for dealing with client communications. Professional guidelines ensure this process must be completed within 8 weeks; however it is our aim to resolve the complaint to your satisfaction as promptly as possible. We will respond as follows:
1. we will send you a copy of this procedure, and an acknowledgement of your complaint providing you with confirmation of who will be dealing with your complaint;
2. at this stage we may provide you with a response to your complaint. If we cannot do so because we feel further investigation of your complaint is required, we will advise you of this and will provide you with a timeframe detailing when you should expect to receive our substantive response;
3. after our investigation we will send you our substantive response to your complaint. This will include suggestions for resolving the matter;
4 if you are still not satisfied at this stage you can write to us again. Your complaint will then be escalated to our HOLP, who will review your complaint:
5 Kew Road, Richmond
5. we will let you know the result of the review upon its completion. At this time we will write to you, confirming our final position on your complaint and explaining our reasons;
6. if you are still not satisfied with our final response, you have the right to contact the Legal Ombudsman about your complaint. You have 6 months from the date you receive our final written response to raise your complaint with the Legal Ombudsman.
The Legal Ombudsman will accept complaints up until 6 years after the date of the act/omission or 3 years after you should have become aware of the problem. The Legal Ombudsman will not accept complaints where the act or date of awareness was before October 2010.
You can refer your complaint up to 6 months after you have received our final written response to your complaint. You can also use the Ombudsman service if we have not resolved your complaint within 8 weeks of us receiving it. A complaint can be referred to the Legal Ombudsman up to six years from the date of the act or omission or up to 3 years after discovering a problem. The ombudsman deals with service-related complaints; any conduct-related complaints will be referred to the Council for Licensed Conveyancers.
European ADR Scheme
Please note also the existence of the European ADR Scheme. This is a web-based platform developed by the European Commission. Its objective is to help consumers and traders resolve their contractual disputes about purchases of goods and services out-of-court at a low cost in a simple and fast way. Information can be found at:
Data Protection Act 1998 and General Data Protection Regulation (GDPR) 2016
In relation to personal data provided to us in the course of a complaint, and which will enable us to deal effectively with the complaint, this data will be processed in compliance with the requirements of the Data Protection Act 1998 and the GDPR 2016.
Insurance and Client Protection
We are a regulated law firm which carries full professional indemnity insurance for the protection of our clients. The financial limit of that protection is £2,000,000 for any one claim. Our professional indemnity insurer is Howden Group of 16 Eastcheap London EC3M 1BD. The territorial coverage of our policy is England & Wales. Please note also that if you make a valid claim against us for a loss arising out of work for which we are legally responsible, and we are unable to meet our liability in full, you may be entitled to claim from the Compensation Fund administered by the Council for Licensed Conveyancers (from whom details can be obtained).