Regulatory
Complaints Handling Procedure
PDA Law Solicitors Limited
We are committed to providing a high-quality legal service. If something has gone wrong, we want to know so we can put it right and improve our standards.
How to Raise a Concern
In the first instance, please discuss your concerns with the individual who has day-to-day control of your matter. If they cannot satisfactorily address your concerns, please contact our Designated Complaints Handler:
Contact
Paul D'Ambrogio
Designated Complaints Handler
You can also use our online contact form or call 01244 757352. Please include your full name, contact details, what you think went wrong, how you would like it resolved, and your file reference number if you have it.
Our Four-Step Procedure
This procedure tells you how we will deal with your complaint and how long it is likely to take.
Step 1: Acknowledging Your Complaint
- Your complaint will be recorded in the firm's Complaints Register.
- A separate file will be opened to store all related correspondence and documents.
- A letter of acknowledgement will be sent to you.
Step 2: Investigating Your Complaint
- We will review your file(s) and any other relevant documentation.
- We will send you a letter explaining how we propose to deal with your complaint.
- For straightforward complaints, we may suggest how things can be put right or offer redress.
- For more complex complaints, we may ask you to confirm, explain, or clarify any issues.
- A face-to-face meeting may be offered, to take place no later than 14 working days after receiving your complaint.
- If a meeting takes place, a follow-up letter will be sent within 3 working days confirming what was discussed and any offer of redress.
Step 3: Appealing Our Final Decision
- If you are not satisfied with our final decision, you may notify us and we will review our decision again.
- The result of any appeal will be communicated to you within 5 working days of receiving your appeal.
Step 4: The Legal Ombudsman
- You may contact the Legal Ombudsman within 6 months of the end of our Internal Complaints Handling Procedure.
- Time limits: within 6 months of receiving our final response; and no more than 1 year from the date of the act or omission, or from when you should reasonably have known there was cause for complaint.
- You may go directly to the Legal Ombudsman if your complaint has not been resolved within 8 weeks of first making it, or if the Legal Ombudsman determines there are fair and reasonable circumstances to consider it sooner.
Who Can Use the Legal Ombudsman?
The Legal Ombudsman service is available to eligible complainants. You may use the service if you are:
If you do not fall into one of these categories, redress is available via our internal procedure, mediation, arbitration, or court action.
External Bodies
Legal Ombudsman
If you are not satisfied with our final response, or your complaint has not been resolved within 8 weeks, you may contact the Legal Ombudsman.
- Address:PO Box 6167, Slough, SL1 0EH
- Phone:0300 555 0333
- Email:enquiries@legalombudsman.org.uk
- Web:www.legalombudsman.org.uk
Solicitors Regulation Authority
The SRA can help if you are concerned about our behaviour — for example, dishonesty, losing or misappropriating money, or treating you unfairly because of your age, a disability, or other characteristic.
- Address:The Cube, 199 Wharfside Street, Birmingham, B1 1RN
- Phone:0370 606 2555
- Email:report@sra.org.uk
- Web:www.sra.org.uk
Alternative Dispute Resolution (ADR)
Where our internal complaints process cannot settle the complaint, alternative complaints bodies (such as Ombudsman Services — www.ombudsman-services.org) are available to deal with complaints about legal services, should both you and the firm agree to use such a scheme. You are welcome to raise this option with us.
What Will It Cost?
We will not charge you for handling your complaint.
Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. This is explained in our Terms of Business.