COMPLAINTS HANDLING POLICY
Our complaints policy:
At PGMBM Law (a trading name of Excello Law Limited), we are committed to providing a high-quality legal service to all our clients. However, if something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please contact us with the details.
Submit your complaint to: [email protected]
What will happen next?
1 – We will acknowledge receipt of your complaint within three days of receiving it and provide you with a copy of this procedure.
2 – We will then investigate your complaint. This will normally involve passing your complaint to our client care director, who will review your matter file and speak to the member of staff who acted for you.
3 – The client care director will then contact you to discuss and hopefully resolve your complaint. This will happen within 14 days of sending you the acknowledgement letter.
4 – Within three days after that, the client care director will write to you to confirm what took place and any solutions she has agreed with you.
5 – If you do not want to get in contact or it is not possible, the client care director will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6 – At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone else unconnected with the matter at the company to review the decision.
7 – We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8 – If you are still not satisfied, you can then contact the Legal Ombudsman Service or 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, please contact them.
Call: 0300 555 0333 between 9.00 to 17.00
Email: [email protected]
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy with our behaviour:
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.
Further information is available on the SRA’s website (https://www.sra.org.uk/consumers). The SRA can be contacted by telephone (0370 606 2555), by email ([email protected]) or by post (SRA Report, The Cube, 199 Wharfside Street, Birmingham, B1 1RN).