Complaints Procedure

Complaints Procedure

Pembridge Solicitors aims to provide a professional, clear and reliable service to every client. If you are unhappy with any part of our service, please tell us as soon as possible so we can look into the issue and try to resolve it.

Making a complaint will not affect how we handle your matter. We take complaints seriously and use them to review the service we provide.

Who Handles Complaints?

Complaints are handled by our Complaints Handler: Prithiviraj Pem.

If your complaint is about Prithiviraj Pem, or if there is another reason why he should not deal with it, your complaint will be passed to another senior person within the firm where possible.

How To Make A Complaint

You can make a complaint by contacting us in writing, by email or by telephone. It helps if you can explain what has happened, the matter reference if you have one, who you have been dealing with and what you would like us to do to put things right.

What Happens Next?

1. We will acknowledge your complaint and confirm who will be dealing with it.
2. We will review the information you have provided and may ask you for more details if needed.
3. We will consider the relevant file, correspondence and any concerns you have raised.
4. Where appropriate, we may speak to the person who handled your matter or their supervisor.
5. We will provide a written response explaining our findings and, if appropriate, what steps we propose to take.

We aim to deal with complaints promptly and fairly. If we need more time because the complaint is complex, we will let you know.

Timescale For Responding

We aim to provide a final written response within 8 weeks of receiving your complaint. If we cannot do so, we will explain the reason for the delay and tell you when you can expect a response.

If You Are Not Satisfied

If you are not satisfied with our final response, or if we have not resolved your complaint within 8 weeks, you may be able to ask the Legal Ombudsman to consider the complaint.

The Legal Ombudsman is an independent organisation that deals with complaints about legal services. Normally, you must refer your complaint to the Legal Ombudsman within 6 months of receiving our final written response. The Legal Ombudsman will also usually expect the complaint to be brought within 1 year of the problem happening, or within 1 year of when you should reasonably have realised there was a problem.

Complaints About Bills

If your complaint relates to a bill, you may also have the right to apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974. If you apply to the court for assessment, the Legal Ombudsman may decide not to consider a complaint about the bill.

Reporting A Concern To The SRA

The Solicitors Regulation Authority deals with professional conduct issues. This can include concerns such as dishonesty, misuse of client money, discrimination, serious breaches of the SRA rules or behaviour that may show a solicitor or firm is not suitable to be regulated.

The SRA does not usually deal with complaints about poor service. Poor service complaints are usually dealt with by the firm first and then, if unresolved, by the Legal Ombudsman.

Accessibility And Support

If you need help making a complaint, or if you would like this complaints procedure in a different format, please contact us. We will try to make reasonable adjustments where possible.