Motion Paradox’s Complaints Handling Policy
This policy was last updated on 14th March 2024.
Our Complaints Policy
We are committed to providing a high-quality legal service to all our clients. However, there may be times when you are dissatisfied with the service we provide. When something goes wrong, we need you to tell us about it. This will help us improve our standards.
In this policy, we will set how Motion Paradox will seek to deal with any dissatisfaction you may have. Please note there is no charge for our complaints handling. We will seek to handle complaints promptly, fairly, openly, and effectively.
Complaint Handling Process
Please send your complaint to Nicole Slayton Hogan at nicole.hogan@motionparadox.com. We aim to acknowledge complaints within two working days of receipt. The acknowledgement will set out timescales for resolving the complaint, and it may also give options as to how a complaint might be resolved. How complaints are resolved may differ depending on the nature of the complaint.
If we are unable to immediately address your complaint, we will seek to provide:
- information about what will happen next;
- a realistic timetable; and
- an explanation of what is being done to address the complaint.
Investigation of the Complaint
Where possible, the person investigating the complaint will be independent but please note that for practical reasons this may not always be possible. In any event we will respond to your complaint within eight (8) weeks.
Where appropriate we may refer you to the Legal Ombudsman. We will provide you with details for contacting the Legal Ombudsman and the timeframe for doing so. We will always seek to set out as part of our response to you:
- a brief outline of the complaint;
- the decision that has been made and how we reached it; and
- what remedies there are, if any.
Please be aware that:
- information regarding all complaints is shared between all employees of Motion Paradox; and
- Nicole Slayton Hogan, as Chief Executive Officer, is authorised to deal with all complaints.
Nicole reserves the right to deal with any complaint herself but may in the first instance ask another employee at Motion Paradox to respond to your complaint.
What is the Legal Ombudsman’s Role?
The Legal Ombudsman is an independent ombudsman scheme that resolves complaints about certain lawyers. It was set up following the passing of the Legal Services Act 2007. You now have the right to complain to the Legal Ombudsman about the services of UK qualified solicitors at Motion Paradox.
Therefore, you will have no right to complain to the Legal Ombudsman about Motion Paradox itself or services provided by individuals at Motion Paradox unless those individuals are:
- supervised by a UK qualified solicitor at Motion Paradox; or (as we have said)
- are themselves a UK qualified solicitor at Motion Paradox.
The Legal Ombudsman’s Process
The Legal Ombudsman will normally only consider a complaint after the complainant has made the complaint to the practice and the practice has failed to resolve it to your satisfaction. Once a complaint is referred to the Legal Ombudsman a caseworker will investigate the complaint and make recommendations. The Legal Ombudsman can order compensation of up to £50,000.
The Legal Ombudsman may be contacted at:
Legal Ombudsman
PO Box 6167
Slough SL1 0EH
Tel: 0300 555 0333
or via their website:
https://www.legalombudsman.org.uk
What Complaints can the Ombudsman Consider?
The Legal Ombudsman will not normally consider complaints that are more than six (6) years old, or where it is three (3) years since the complainant ought to have been aware of the problem. However, this limit is being introduced gradually, and the matter being complained about must have happened on or after 6 October 2010. If the problem happened earlier than this date, you must not have been aware of it before 6 October 2010 for the Ombudsman to act.
