Our Client Feedback Policy
When something goes wrong, we want you to tell us.
Most clients who are unhappy say nothing — they simply stop using a firm and never explain why. If you take the time to tell us something wasn’t right, you are doing us a genuine favour. Your feedback is how we get better, and we take it seriously.
That goes for good experiences too. We like to hear when things have gone well, so we can understand what to do more of. But a complaint will always get our full attention, and you will never be made to feel that raising one was the wrong call.
How to tell us what you think
There are several ways to share your feedback — positive or negative:
- Speak to the person you have been working with. This is usually the easiest route and the quickest way to resolve something. Their name and contact details are in the client care letter you received at the start of your matter.
- Contact our Risk and Compliance Team directly. If you would prefer not to speak to the person handling your matter, or if you want to make a formal complaint, our Risk and Compliance Team are the right first port of call.
- Complete the satisfaction survey we send at the end of every matter.
How to reach our Risk and Compliance team
By email: compliance@mogersdrewett.com
By telephone: 07596 299850
By post: Risk and Compliance Team, Mogers Drewett, Bishopbrook House, Cathedral Avenue, Wells, BA5 1FD
If you would prefer to raise your concern with the person you have been working with directly, that is equally welcome — they will pass it on.
What happens when you make a complaint
Here is what you can expect once a complaint has been made:
| Step | What Happens | Timescale |
| 1 | We acknowledge your complaint and enclose or signpost our client-facing complaints procedure. | Within 5 working days of receiving your complaint |
| 2 | We investigate. We review the file and discuss your complaint with the person who handled your matter and their Head of Department. We may also contact you to discuss or clarify the detail of what you have raised. | As promptly as possible |
| 3 | We send you our written response. Where appropriate, this will be our final response for the purposes of the Legal Ombudsman time limits. We will ask you to let us know, preferably within 7 days, whether you accept our conclusion or have any further comments. If you need more time, please tell us. | Normally within 25 working days of our acknowledgement |
| 4 | If we need longer, we will contact you with a progress update and a revised timescale. | We aim to resolve every complaint within 8 weeks of receipt |
Who can make a complaint?
We will consider complaints from clients and prospective clients. We may also consider complaints from beneficiaries, personal representatives and other third parties where the issue relates to the service we are providing or our dealings with them.
Not everyone will be eligible to complain to the Legal Ombudsman. Eligibility depends on the Legal Ombudsman’s rules.
If you need help to make your complaint
If you have a disability, language needs, or any other circumstance that makes it harder to put your complaint in writing or speak to us by phone, please tell us and we will do our best to help.
The Legal Ombudsman’s website also has resources for consumers, including a complaint letter template. Visit: www.legalombudsman.org.uk
Will I be charged?
No. There is no charge for raising or pursuing a complaint with us.
What can I expect as an outcome?
If we conclude that something went wrong, we will apologise and do our best to put it right — which might mean correcting an error, reducing a bill, or providing a refund, depending on what happened. We will explain clearly what we are proposing and why.
If we conclude that we handled the matter correctly, we will explain our reasoning fully. We take every complaint seriously regardless of how we conclude it, and we will always tell you honestly how we have reached our view.
What if you are still unhappy?
If we have been unable to resolve your complaint to your satisfaction, you can ask the Legal Ombudsman to look at it independently.
The Legal Ombudsman
The Legal Ombudsman investigates complaints about service issues with lawyers. Before going to the Legal Ombudsman, please make sure:
• You have been through our complaints procedure first.
• You refer your complaint to the Legal Ombudsman within 6 months of receiving our final response.
• The complaint is made within one year of the act or omission you are concerned about, or within one year of realising there was a cause for concern. The Legal Ombudsman has discretion to extend this in some circumstances.
Legal Ombudsman contact details:
Website: www.legalombudsman.org.uk
Phone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
The Solicitors Regulation Authority
If your concern is about our professional behaviour — for example, dishonesty, the handling of your money, or being treated unfairly because of a protected characteristic such as age or disability — you can also raise this with the Solicitors Regulation Authority. Visit: www.sra.org.uk
We learn from every complaint
We know that raising a complaint takes effort. We are grateful when clients take the time to do it — because it makes us better at what we do. Every complaint we receive is reviewed to understand what happened and whether there is anything we should do differently. Your experience shapes how we work.
Mogers Drewett LLP is authorised and regulated by the Solicitors Regulation Authority (SRA number 520651). This policy is reviewed annually by our Compliance Officer for Legal Practice.