Complaints Handling Policy
At PGMBM Nederland B.V. (trading under the name Pogust Goodhead) we are committed to providing a high-quality legal service to all our clients. However, if something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please contact us with the details.
This complaints policy regards any dissatisfaction with an advocate or a person working under an advocate’s responsibility, expressed in writing by or on behalf of a client and concerning how a request for services has been dealt with, the quality of services, or the amount invoiced, not being a disciplinary complaint.
Complaints will be handled in accordance with this complaints procedure and you can submit it here.
What will happen next?
We will acknowledge receipt of your complaint within three days of receiving it and provide you with a copy of this procedure.
We will then investigate your complaint. This will normally involve passing your complaint to our client care director, currently Cécile Rouméas, who will review your matter file and speak to the member of staff who acted for you.
The client care director will then contact you to discuss and hopefully resolve your complaint. This will happen within 14 days of sending you the acknowledgement letter.
Within three days after that, the client care director will write to you to confirm what took place and any solutions she has agreed with you. Both you and the advocate involved will be given the opportunity to provide an explanation.
If you do not want to get in contact or it is not possible, the client care director will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone else unconnected with the matter at the company to review the decision.
We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
If you are still not satisfied, you may submit the complaint to the competent court in Amsterdam.
The complaints officer and the member staff who the complaint relates to maintain confidentiality while dealing with the complaint.
The client does not owe any fee for the handling of the complaint.
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.