Complaints Procedure
Quick Resolution
We want to give you the best possible service and we sincerely hope that you will not have cause to complain. However, if at any point you become unhappy or concerned about the service, we ask you to consider contacting the person who is working on your case to discuss your concerns and, where possible, resolved quickly.
If you feel unable to speak to the person dealing with your case, or if your concern is not resolved informally, you can raise a formal complaint under our complaints procedure.
If you wish to make a formal complaint our full complaints procedure is set out below. Making a complaint will not affect how we handle your case.
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 not, then they are likely to tell you to contact us.
There are some time limits on using the Legal Ombudsman. You must make your complaint to them:
- Within six months of receiving our final response to your complaint from us and
- No more than one year from the date of act/omission being complained about; or
- No more than one year 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 directly.
Legal Ombudsman contact details:
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Write to: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
What to do if you are unhappy with our behaviour
If you are concerned about our conduct, you can report your concerns to the Solicitors Regulation Authority (‘SRA’). The SRA deals with serious concerns about solicitors and law firms. This may include dishonesty, misuse of client money, discrimination, or serious breaches of its rules.
The SRA does not usually deal with complaints about poor service. Complaints about poor service should normally be raised with us first and, if unresolved, may be referred to the Legal Ombudsman.
Solicitors Regulation Authority contact details:
Visit: https://www.sra.org.uk/consumers/problems/report-solicitor/
or if that page becomes obsolete the main website https://www.sra.org.uk
Email: contactcentre@sra.org.uk
Call: 0370 606 2555
PSL FORMAL COMPLAINTS PROCEDURE
If you are unhappy or concerned about our service, you may first wish to contact the person dealing with your case so that your concerns can be discussed and, where possible, resolved quickly.
If you wish to raise a formal complaint, please contact our Complaints Officer using the details below. Please explain what your concerns are and what you would like us to do to put things right.
The Complaints Officer
Probate Solicitors Limited
First Floor
1705 High Street
Knowle
Solihull
West Midlands
B93 0LN
Email: c.wilden@psl-law.co.uk
Call: 01564 75 80 50
You do not have to make your complaint in writing, but it is helpful to do so to avoid misunderstanding. You may also wish to send us any documents or information that you would like us to consider.
We will acknowledge your complaint within 5 working days of receipt.
Your complaint will then be investigated. This will usually be done by our Complaints Officer, Caroline Wilden, who is also the owner/director of the firm. If your complaint relates to work carried out personally by Caroline, she will still review the complaint carefully and objectively. Where appropriate, we may seek input from professional advisers to help us consider the issues raised before providing a substantive response.
We aim to provide a full written response within 21 days of acknowledging your complaint. If we need more time, we will let you know and explain why.
There is no charge for investigating your complaint, whether or not it is upheld.
If you are not satisfied with our response, please let us know why. We will consider any further points you raise and let you know whether our position changes.
If we have not resolved your complaint within 8 weeks of acknowledging it, or you are not satisfied with our final written response, you may be able to refer the matter to the Legal Ombudsman (see above).