Complaints

If you are not satisfied with the service, we have provided.

At PGS Law we aim to provide a high-quality 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.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If, however, you would like to make a formal complaint, then please refer your complaint to Mr W J Dryden, our Client Care Partner.  This should be done when you discover the cause of complaint.  Your complaint can include a complaint about your bill and there may be a right to object to the bill by applying to the Court for an assessment of the bill under Part III of the Solicitors Act 1974.

You should allow us at least 8 weeks in which to resolve your complaint.  After 8 weeks you will be entitled to have your complaint considered by the Legal Ombudsman if you are a member of the public, a very small business, a charity, a club or a trust. Making a complaint will not affect how we handle your case.

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.

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,

    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 about the Legal Ombudsman, you can contact it at:

    Visit: www.legalombudsman.org.uk

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

    Email: enquiries@legalombudsman.org.uk

    Write: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Talk to one of our advisors

0191 456 0281

Make an enquiry





Testimonials

Prev
Next
  • "PGS Law have been the only solicitors we have used since 1974 and over the years we have recommended them to all our family and friends for the simple reason that we think you are the best and we know that we are in safe hands".

 

  • "It has been a difficult and complex case which you dealt with the upmost professional approach. We also felt we were treated with empathy and understanding considering such horrific circumstances. Tony Ward became someone we put all of our trust in and we were able to pick up the phone even when we were at our lowest point. We will always be grateful."

  • "Having been a client of the firm all my life, I have always been extremely satisfied with the level of service I have received and would recommend the firm to anyone needing legal representation".

  • "Appointment arranged at short notice. Everything was explained clearly and I was pleased with the outcome and advice received".