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Everything you need to know
PJE Solicitors is committed to providing all of our clients with the best possible legal service. We welcome feedback from our clients as it gives us the opportunity to review and improve our internal procedures and level of service.
PJE Solicitors take all complaints against the firm or any individual representing the firm very seriously and is committed to a complaints procedure set up to address all client complaints and alleviate any concerns.
The process
If at any point you become unhappy or concerned about the service we have provided to you then you should inform us immediately so that we can do our best to resolve the problem for you. In the first instance it may be helpful to contact the individual at our firm who is working on your matter, to discuss any concerns and we will do our best to resolve any issues at this stage.
However, if you are unhappy about any aspect of the service you have received or about any bill and you would like to make a formal complaint, then please contact our senior partner Mr Phillip John Evans by telephone on 01443 408 647 or by email info@pjesolicitors.co.uk or by post to PJE Solicitors, 115 Broadway, Treforest, Pontypridd, Rhondda Cynon Taff, CF37 1BE.
We will acknowledge receipt of your complaint and we will aim to provide you with our response as soon as possible.
Please be aware that the Legal Ombudsman give a period of up to eight weeks for us to resolve your complaint.
We hope that we are able to resolve your complaint satisfactorily. However, if we are unable to resolve your complaint, or we do not deal with your complaint within the eight week period, or if you are unhappy with our response, or you object to any bill, then you can refer your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act, who can investigate complaints about the legal service you have received from us.
You can contact the Legal Ombudsman by telephone on 0300 555 0333 or by post Legal Ombudsman, PO Box 6167, Slough, SL1 0EH or by email enquiries@legalombudsman.org.uk. For additional details please go to www.legalombudsman.org.uk.
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, then you must take your complaint to the Legal Ombudsman:
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No more than one year from the date of the act or omission being complained about; or
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No more than one year from the date when you should have realised that there was a cause for complaint;
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Within six months of receiving from us a final response to your complaint.
You may also apply to the Court for an assessment of the bill under Part III of the Solicitors Act 1974. The Legal Ombudsman may not consider a complaint about the bill if you have applied to the Court for assessment of the bill. In relation to financial services matters, then you have the right to complain to the Financial Ombudsman Service.
If you are concerned about our professional behaviour, for example you believe we have been dishonest or deliberately over charged you or you believe we have discriminated against you, then you may be able to complain to the Solicitors Regulation Authority.
This policy and complaints procedure is implemented in accordance with the requirements of the Solicitors Regulation Authority rule on complaints handling and is notified to clients in our Terms and Conditions of Business.
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