Our Complaints Procedure

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

If you would like to make a compliant we have a three stage procedure which is set out below. Making a complaint will not affect how we handle your case.

1 Informal stage

An informal complaint will usually be verbal but whatever the case, the person dealing with it will make an accurate written record of what is said. The aim at this stage is to resolve the complaint as quickly and as smoothly as possible. We may do this by offering an apology if appropriate.

2 Formal stage

If a complaint involves more in depth issues, we may need to act more formally. We will need you to provide full written details  (if you prefer or if you have difficulty writing then we can take a written note over the telephone) of the complaint so that we can make an investigation into the facts. We will respond to your letter with an acknowledgement within two working days and you will receive a full written reply within 14 days thereafter.   The letter will explain:

_ what we have decided; and

_ any practical solutions we are prepared to


The solicitor responsible for dealing with formal complaints is Dominic Moss.

3 Appeals stage

If you are not happy with the outcome of the formal stage we provide a procedure to allow you the opportunity to appeal to someone who is not involved in the complaint.

Your appeal should be made within 28 days of the end of the formal stage. It should be made in writing to the solicitor responsible for dealing with formal complaints. The appeal will be passed to :-

Mr Chris Moore
Glassbrooks Solicitors
1 York Road
St Annes
Lancs. FY8 1HP.

Mr Moore will respond to your letter with an acknowledgement within two working days and you will receive a full written reply from him within 14 days thereafter. 

Please be aware that we are unable to pass to you our full file of papers as this will be required during the complaints process and may be requested by the Ombudsman. We can, however provide copies of specific documents you may request from the file, for which we make a nominal copying charge of 15p per page.

In addition to the above, the Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority. Link to web site

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

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, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint


  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ


Contact our claims experts

Arrange a free initial case review

Freephone 0800 434 6544 or 01606 87 22 00

Email info@stonehewermoss.co.uk

Stonehewer Moss Solicitors, Citadel House, Solvay Road, Northwich, Cheshire, CW8 4DP

Stonehewer Moss Solicitors is a trading style of the Stonehewer Moss Limited, Registered in England No. 542 6583

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