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.
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 about your complaint 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.
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:
- 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.
You can contact the Legal Ombudsman by telephone (0300 555 0333), email (enquiries@legalombudsman.org.uk) or post (Legal Ombudsman PO Box 6167, Slough, SL1 0EH). There is more information on their website about how to complain, here.
PHONE
+44 0300 555 0333
Between 9am and 5pm
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.
