Our Complaints Policy
We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.
Our Complaints Procedure
If you have a complaint about our service, the level of our fees, or the way in which we have handled your work, please write to Graham Pegg, Complaints Handling Member, at Etchell House, Etchell Court, Bonehill Road, Tamworth. Staffordshire B78 3HQ ,with the details.
What Will Happen Next?
- We will send you a letter acknowledging your complaint within 5 working days of our receiving your letter. We will also let you know the name of the person who will be dealing with your complaint. We will record your complaint in our central register when we acknowledge it.
- The person investigating your complaint will normally ask the member of staff who acted for you to respond to him about your complaint within a further 5 working days. He will then examine their response and the information in your file. If necessary he may also speak to that member of staff.
- We will either write to you with a formal response to your complaint or invite you to a meeting to discuss it. We will do this within 5 working days of completing our investigation. We will then write to you to confirm what took place and any solutions that have been agreed.
- If you are still not satisfied you can write to us again. We will then arrange to review our decision. Another of our members will review the matter within 10 working days.
- We will let you know in writing the result of this review within 5 working days of its conclusion. If you are still not satisfied you can contact the Legal Ombudsman about your complaint. The Legal Ombudsman helpline number is 0300 5550333, and the address is PO Box 15870, Birmingham, B30 9EB. Their email address is enquiries@legalombudsman.org.uk.
A six-month time limit, from the date of our final response, normally applies to complaints to the Legal Ombudsman. Further information can be found on its website at www.legalombudsman.org.uk.
If we have to change any of the timescales above we will let you know and explain why.
Who has ultimate responsibility for complaints handling within our firm?
This responsibility rests with our Complaints Handling Member, Graham Pegg. He may not be the person who has the day to day handling of the investigation into a complaint but the ultimate responsibility is his.
A complaint against the Complaints Handling Member will be handled by the Chief Executive.
Pickerings Solicitors LLP
Etchell House, Etchell Court
Bonehill Road
Tamworth
Staffordshire
B78 3HQ
