Complaints

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

Cause for 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.


The time limits for referring a complaint to the Legal Ombudsman is:

 

-      One year from the date of the act or omission being complained about; or

-      One year from the date when the complainant should have realised that there was              cause for complaint.

 

The Legal Ombudsman’s contact details are: -

 

Website: www.legalombudsman.org.uk

 

Telephone: 0300 555 0333

 

Post: Legal Ombudsman PO Box 6167, Slough, SL1 0EH


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