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COMPLAINTS POLICY



We are committed to providing a high-quality legal service to all our clients. 

If something goes wrong, please tell us about it.    

We want to hear from you so that we can work to continuously improve our
standards of service.


HOW TO COMPLAIN TO US?



Please email complaints@pogustgoodhead.com. Please be as specific as you can
about your concern and if you have specific reference details that may help us
understand and consider your complaint (e.g. a reference number, dates or the
name of who you have been dealing with at Pogust Goodhead) please include these
in your email.

If you are unable to share the details of your complaint by email, require
further assistance or would like to speak with somebody regarding your
complaint, you can leave a us message on 0330 155 900 and one of our dedicated
complaints team will get back to you within 48 hours. If you are leaving a
message for us, please make sure you provide your name, your reference number, a
contact telephone number, and some brief information regarding the matter that
you wish to complain about.

We may keep records of our communications with you – you can read more about how
we handle and retain your information in accordance with our privacy
policy, here.


WHAT HAPPENS NEXT?



Once you have told us you need us to make reasonable adjustments we will:




ACKNOWLEDGEMENT

We aim to send you a written acknowledgement of receipt and allocation of your
complaint for internal review within 2 working days.




INVESTIGATION

Your complaint will be passed to our Head of Quality and Client Policy or a
member of their team who has not been involved in the matter about which you are
complaining. They will then review your file, speak to member(s) of staff who
worked on your case and aim to contact you within 21 days to discuss and
hopefully resolve your complaint.




FINAL RESPONSE

We aim to provide a final response to you within 8 weeks of your complaint.



We do our very best to meet these timescales. However, if your complaint is
complicated and we think we need more time to investigate it, or if there are
other reasons why we don’t think we can keep to these timescales, we will do our
best to let you know in good time and update you on when we think we will be
able to get back to you.


VIEW OUR ACCESSIBILITY STATEMENT


WHAT TO DO IF YOU ARE UNHAPPY WITH OUR BEHAVIOUR:



The Solicitors Regulation Authority can help if you are concerned about our
behaviour. This could be for things like dishonesty, taking or losing your money
or treating you unfairly because of your age, a disability or other
characteristic.



You can contact the SRA by:

 * Telephone – 0370 606 2555
 * Email – report@sra.org.uk
 * Post – SRA Report, The Cube, 199 Wharfside Street, Birmingham, B1 1RN). 

More information including on how and when to raise a concern with the SRA is on
their website, here.




WHAT TO DO IF WE CANNOT RESOLVE YOUR COMPLAINT:



If we have not resolved your complaint to your satisfaction within 8 weeks, you
can refer your complaint to the Legal Ombudsman, who investigate complaints
about service issues with law firms, and they will look at your complaint
independently.

In order for the Legal Ombudsman to review your complaint, you must have tried
to resolve your complaint with us first and allowed us a period of 8 weeks to
resolve your complaint and referred your complaint to the Legal Ombudsman:

For complaints made before 1 April 2023

 * within six months of receiving any final response issued by us; and
 * no more than six years from the date of the act or omission that you are
   complaining about; or no more than three years from when you should
   reasonably have known there was cause for complaint.

For complaints made from 1 April 2023 onwards:

 * within six months of receiving any final response issued by us; and
 * no more than one year from the date of the act or omission that you are
   complaining about; or no more than one year from when you should reasonably
   have known there was cause for complaint.


VISIT

www.legalombudsman.org.uk




PHONE

+44 0300 555 0333
Between 9am and 5pm




MAIL

enquiries@legalombudsman.org.uk





LEGAL OMBUDSMAN

PO Box 6806, Wolverhampton, WV1 9WJ



There is more information on their website about how to complain, here.


CONTACT US

Whether you’re a client, journalist, NGO, political operative, or legal
professional, we’re always happy to talk. If you require any help or advice,
please get in touch with the Pogust Goodhead team.  If you are a client in the
Mariana dam disaster claim, please click here to be redirected to the client
portal.

GET IN TOUCH


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Pogust Goodhead (a trading name of PGMBM Law Ltd) SRA License Number 512898.

Pogust Goodhead is authorised and regulated by the Solicitors Regulation
Authority and complies with the Solicitors Code of Conduct, a copy of which can
be located here. VAT No: 974 7183 77.

© Copyright 2023 Pogust Goodhead. All rights reserved. Attorney Advertising.
Prior results do not guarantee a similar outcome.

Content does not constitute legal advice or the creation of an attorney-client
relationship. You should not act or rely on the basis of information on this
site without seeking the advice of an attorney.

PGMBM Nederland B.V., trading under the name Pogust Goodhead, is a limited
liability company registered at Chamber of Commerce (no. 83137718) with its
registered office at Herengracht 433, 1017 BR Amsterdam. Tax number is
NL862745470B01.

PGMBM Nederland B.V. is a Dutch law firm that has entered into a partnership
with the law firms PGMBM Law Ltd and PGMBM Ltd, with the purpose to cooperate in
accordance with section 5.2 of the Legal Profession Byelaw (in Dutch:
Verordening op de Advocatuur).

PGMBM Nederland B.V. focuses (as the other partners within the said partnership)
on collective actions. PGMBM Nederland B.V. is the contracting entity in
relation to services provided by lawyers working at PGMBM Nederland B.V.


 * Terms & Conditions
 * GDPR Privacy Policy
 * Privacy Policy
 * Complaints Handling Policy
 * Complaints Policy
 * Rechtsgebiedenregister
 * Accessibility Policy
 * Trust Centre
 * Cookie Preferences

 * Terms & Conditions
 * GDPR Privacy Policy
 * Privacy Policy
 * Complaints Handling Policy
 * Complaints Policy
 * Rechtsgebiedenregister
 * Accessibility Policy
 * Trust Centre
 * Cookie Preferences

Pogust Goodhead (a trading name of PGMBM Law Ltd) SRA License Number 512898.
Pogust Goodhead is authorised and regulated by the Solicitors Regulation
Authority and complies with the Solicitors Code of Conduct, a copy of which can
be located here. VAT No: 974 7183 77.

© Copyright 2023 Pogust Goodhead. All rights reserved. Attorney Advertising.
Prior results do not guarantee a similar outcome.

Content does not constitute legal advice or the creation of an attorney-client
relationship. You should not act or rely on the basis of information on this
site without seeking the advice of an attorney.

PGMBM Nederland B.V., trading under the name Pogust Goodhead, is a limited
liability company registered at Chamber of Commerce (no. 83137718) with its
registered office at Herengracht 433, 1017 BR Amsterdam. Tax number is
NL862745470B01.

PGMBM Nederland B.V. is a Dutch law firm that has entered into a partnership
with the law firms PGMBM Law Ltd and PGMBM Ltd, with the purpose to cooperate in
accordance with section 5.2 of the Legal Profession Byelaw (in Dutch:
Verordening op de Advocatuur).

PGMBM Nederland B.V. focuses (as the other partners within the said partnership)
on collective actions. PGMBM Nederland B.V. is the contracting entity in
relation to services provided by lawyers working at PGMBM Nederland B.V.

 * Terms & Conditions
 * GDPR Privacy Policy
 * Privacy Policy
 * Complaints Handling Policy
 * Complaints Policy
 * Rechtsgebiedenregister
 * Accessibility Policy
 * Trust Centre
 * Cookie Preferences


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