How We Work – Regulatory Information

      We aim to provide high quality of service to our clients and operate to high professional standards.

      If you believe any part of our service to you as a client, including our charges to you, have fallen short we ask you to raise the matter with us immediately so action can be taken as necessary to resolve it to your satisfaction.

      In the first instance please raise any concerns with the person responsible for the conduct of your matter. We will create a record of your concerns and investigate once you provide us with full details by letter, telephone or at a meeting.

      Procedure for Complaints

      We will acknowledge your complaint within five working days and, unless a meeting is needed to clarify matters, will complete our investigation within 20 working days and give our response within 10 working days after that.

      We will do what we reasonably can to resolve the matter to your satisfaction. But if we fail to do so then you may make a complaint to another partner in the firm. A final decision will be made within no more than 21 days.

      At each stage we will do our best to investigate your concerns and take any necessary action as quickly as possible and keep you informed of the progress and result of our investigation and any actions taken.

      If after we have done everything we can to resolve matters ourselves, you are not satisfied, as an individual or representative of  a small business, charity or trust you can apply to the Legal Ombudsman. Normally, you will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about 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 and
      • 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 the Legal Ombudsman can be contacted at:

      Address: PO Box 6806, Wolverhampton, WV1 9WJ

      Phone: 0300 555 0333; Email:



      Procedure for Clients and Non-clients

      Whether or not you are a client if you have a claim or believe  that we have acted in breach of the SRA Code of Conduct please send your complaint to the firm addressed to the senior partner. We will tell you if we consider there has been a breach and respond accordingly to the compliant that you specify.

      The Solicitors Regulation Authority can help 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.  Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

      The Solicitors Regulation Authority (SRA) deal with cases where firms or those they regulate have breached the SRA Code of Conduct. If you consider that a firm or anyone regulated by the SRA has breached a principle or outcome you can report this to the SRA.

      Solicitors Regulation Authority
      The Cube, 199 Wharfside Street,
      Birmingham B1 1RN

      Phone: 0870 606 2555 Email:


      The details of the professional indemnity insurer for Kagan Moss & Co is QBE Insurance (Europe) Limited, Plantation Place, 30 Fenchurch Street, London, EC3M 3BD.


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      The contents of this website do not constitute legal or other professional advice. Users should seek appropriate legal guidance before coming to any decision or either taking or refraining from taking any legal action. Kagan Moss accept no liability for loss or damage that may result from its use.

      If you have a specific legal question, you should address it to us by contacting the firm at our offices.

      Links to third party sites

      We provide links to third party sites and content for your convenience. However, the inclusion of such links does not imply endorsement by us of any content contained on the sites. Kagan Moss is not responsible for the content of such third party websites and excludes all liability for any loss or damage that may be incurred by you as a result of access to or use of such content.

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      We automatically monitor all emails for viruses, and reserve the right to intercept, store, archive, delete or view such emails for security and audit purposes and where necessary instigate appropriate proceedings against the parties involved.  Whilst we have virus protection systems we do not guarantee such messages to be virus-free. The onus is on the recipients to maintain their own systems and check that emails are virus-free.