COMPLAINTS
HANDLING POLICY
Our complaints policy:
We are committed to providing a high-quality legal service to all our clients.
If something goes wrong, please tell us about it.
We want to hear from you so that we can work to continuously improve our standards of service.
If you are unable to share the details of your complaint by email, require further assistance, or would like to speak with somebody regarding your complaint, you can leave a us message on 0333 015 5900, where one of our dedicated complaints team will get back to you within 48 hours.
If you are leaving a message for us, please make sure you provide your name, a contact telephone number, and some brief information regarding the matter that you wish to complain about.
We may keep records of our communications with you – you can read more about how we handle and retain your information in accordance with our privacy policy, here.
Submit your complaint to:
What will happen next?
1
Acknowledgement: We aim to send you a written acknowledgement of receipt and allocation of your complaint for internal review within 2 working days.
2
Investigation: Your complaint will be passed to our Head of Client Services or a member of their team who has not been involved in the matter about which you are complaining. They will then review your file, speak to member(s) of staff who worked on your case and aim to contact you within 21 days to discuss and hopefully resolve your complaint.
3
Final response. We aim to provide a final response to you within 8 weeks of your complaint
We do our very best to meet these timescales. However, if your complaint is complicated and we think we need more time to investigate it, or if there are other reasons why we don’t think we can keep to these timescales, we will do our best to let you know in good time and update you on when we think we will be able to get back to you.
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.
You can contact the SRA by:
- Telephone – 0370 606 2555
- Email – [email protected]
- Post – SRA Report, The Cube, 199 Wharfside Street, Birmingham, B1 1RN).
More information including on how and when to raise a concern with the SRA is on their website, here.
What to do if we cannot resolve your complaint:
If we have not resolved your complaint to your satisfaction within eight weeks, you can refer your complaint to the Legal Ombudsman, who will look at your complaint independently.
In order for the Legal Ombudsman to review your complaint, you must have tried to resolve your complaint with us first and allowed us a period of eight weeks to resolve your complaint. Your complaint must be referred to the Legal Ombudsman:
- Within six months of receiving any final response issued by us
- No more than six years from the date of the act or omission that you are complaining about
- No more than three years from when you should reasonably have known there was cause for complaint.
- VISIT
- PHONE
+44 0300 555 0333
Between 9am and 5pm
- Legal Ombudsman
PGMBM (a trading name of PGMBM Law Ltd) SRA License Number 512898.
PGMBM is authorised and regulated by the Solicitors Regulation Authority and complies with the Solicitors Code of Conduct, a copy of which can be located here.
VAT No: 974 7183 77
COMPLAINTS HANDLING POLICY
Our complaints policy:
We are committed to providing a high-quality legal service to all our clients. If something goes wrong, please tell us about it.
We want to hear from you so that we can work to continuously improve our standards of service.
Please email your complaint to:
How will we handle your complaint?
1
Acknowledgement: We aim to send you a written acknowledgement of receipt and allocation of your complaint for internal review within 2 working days.
2
Investigation: Your complaint will be passed to our Head of Client Services or a member of their team who has not been involved in the matter about which you are complaining. They will then review your file, speak to member(s) of staff who worked on your case and aim to contact you within 21 days to discuss and hopefully resolve your complaint.
3
Final response: We aim to provide a final response to you within 8 weeks of your complaint.
We do our very best to meet these timescales. However, if your complaint is complicated and we think we need more time to investigate it - or if there are other reasons why we don’t think we can keep to these timescales, we will do our best to let you know in good time and update you on when we think we will be able to get back to you.
How to complain to us?
Please be as specific as you can about your concern and if you have specific reference details that may help us understand and consider your complaint (e.g. a reference number, dates or the name of who you have been dealing with at PGMBM) please include these in your email.
If you are unable to share the details of your complaint by email, require further assistance or would like to speak with somebody regarding your complaint, you can leave a us message on [TEL NUMBER] where one of our dedicated complaints team will get back to you within 48 hours. If you are leaving a message for us, please make sure you provide your name, a contact telephone number, and some brief information regarding the matter that you wish to complain about.
We may keep records of our communications with you – you can read more about how we handle and retain your information in accordance with our privacy policy, here.
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.
You can contact the SRA by:
- Telephone: 0370 606 2555)
- Email: [email protected]
- Post: SRA Report, The Cube, 199 Wharfside Street, Birmingham, B1 1RN).
More information including on how and when to raise a concern with the SRA is on their website, here.
What if we do not resolve your complaint?
If we have not resolved your complaint to your satisfaction within 8 weeks, you can refer your complaint to the Legal Ombudsman, who will look at your complaint independently.
In order for the Legal Ombudsman to review your complaint, you must have tried to resolve your complaint with us first and allowed us a period of 8 weeks to resolve your complaint. 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.
- VISIT
- PHONE
+44 0300 555 0333
Between 9am and 5pm
- Legal Ombudsman
PGMBM (a trading name of PGMBM Law Ltd)
SRA License Number 512898
PGMBM is authorised and regulated by the Solicitors Regulation Authority and complies with the Solicitors Code of Conduct, a copy of which can be located here.