Complaints Procedure

At PCB we aim to develop strong and lasting relationships with our clients. We aim to give our clients a first class service but we recognise that occasionally there may be a cause for complaint.

 

If something has gone wrong please do tell us so that we can take the necessary steps to put it right. Please explain your concerns to either the Partner in charge of the transaction or if you prefer, to Melvin Berwald who is our Senior Partner. Melvin Berwald can be reached by email at mberwald@pcblawyers.com or by direct dial no. +4420 7299 9256. This procedure will also apply to prospective clients who we have refused to provide a service to or persistently or unreasonably offered an unwanted service to but only if the claimant has evidence to show that we did not have reasonable grounds to do so.

 

  1. Please can you explain both the problem which is causing the concern as well as how you feel it should be resolved. We in turn will:-
    1. acknowledge your concern promptly
    2. stay in contact with you whilst the matter is dealt with
    3. aim to acknowledge receipt of your complaint immediately and to try to give you a full response within 7 days. Some complaints do take longer to look into and if we are unable to deal substantively within the 7 day period, we will explain to you why this is and what steps we are continuing to take
    4. aim to give you a final response to the complaint within 30 days of it being lodged with us.
  2. If you are dissatisfied with the outcome, or the way the complaint has been handled, you may take your complaint to the Legal Ombudsman. You will have to bring your complaint to the Legal Ombudsman within 6 months of receiving a final response from us about your complaint and 6 years from the date of the act or omission giving rise to the complaint or alternatively 3 years from the date you should reasonably have known there are grounds for complaint (if the act/omission took place before 6 October 2010 or was more than 6 years ago).
  3. The Legal Ombudsman is an independent body established by the Office for Legal Complaints under the Legal Services Act 2007 to deal with complaints against Solicitors.

 

The Legal Ombudsman may:

  • Investigate the quality of professional service supplied by a solicitor to a client.
  • Investigate allegations that a solicitor has breached rules of professional conduct.
  • Investigate allegations that a solicitor has unreasonably refused to supply a professional service to a prospective client.
  • Investigate allegations that a solicitor has persistently or unreasonably offered a professional service that the client does not want.

 

Before it will consider a complaint the Legal Ombudsman generally requires that the firm’s internal Complaints Procedure has been exhausted.  If the Legal Ombudsman is satisfied that the firm’s proposals for resolving a complaint are reasonable, it may decline to investigate further.

 

The Legal Ombudsman’s address is:

PO Box 6806,
Wolverhampton,
WV1 9WJ

 

T: 0300 555 0333
W: www.legalombudsman.org.uk
E: enquiries@legalombudsman.org.uk