We are committed to providing all our clients with a high-quality legal service. If you are unhappy with our service, we want to know about it. Your complaint gives us an opportunity to investigate what has happened, put matters right where appropriate and improve our service.

We deal with complaints promptly, fairly and free of charge.

How to make a complaint

If you have a complaint about our service or your invoice, please contact us with details of your concerns. You can make your complaint in writing, by email, by telephone or in person.

If you make a complaint verbally, we will record the details of your complaint.

Your complaint should be addressed to:

Kelly Cirillo – Client Care Partner - Kelly@p-llp.net of 103-105 London Road Mitcham Surrey CR4 2JA.

If your complaint concerns Kelly Cirillo, it will be referred to another partner of the firm so that it can be dealt with independently.

What will happen next?

1. Acknowledgement

We will acknowledge your complaint promptly and normally within 7 days of receiving it.

We may need to ask you for further information or clarification so that we fully understand your concerns. This is not intended to delay or discourage your complaint, but to make sure that we investigate it properly.

We will also confirm who will be dealing with your complaint.

2. Investigation

We will investigate your complaint fairly and objectively.

This will normally involve reviewing your complaint, the relevant file and any other information that may assist us. We may also ask the person who acted for you to provide their comments or other relevant members of staff.

Where appropriate, we may contact you to discuss your concerns or to obtain further information.

3. Our response

We will provide you with a written response to your complaint as soon as possible and, in any event, within 8 weeks of receiving your complaint.

Our response will explain the outcome of our investigation and, where appropriate, any steps we propose to take to resolve the matter.

If your complaint is resolved before our final written response is issued, we will confirm this to you in writing.

4. Review

If you remain dissatisfied with our response, please let us know and we will arrange for your complaint to be reviewed by another partner of the firm, where reasonably practicable.

The review will consider the original complaint, the investigation and our response.

We will provide you with our final written response following the review.

What if we cannot resolve your complaint?

If we are unable to resolve your complaint to your satisfaction within 8 weeks, or you remain dissatisfied with our final response, you may be entitled to refer your complaint to the Legal Ombudsman.

The Legal Ombudsman deals with complaints about the service provided by solicitors.

You should normally refer your complaint to the Legal Ombudsman within:

• one year from the date of the act or omission being complained about; or
• one year from the date when you should reasonably have known that there was cause for complaint,

and you must normally refer the complaint to the Legal Ombudsman within six months of the date of our final written response.

The Legal Ombudsman may be able to extend these time limits in appropriate circumstances.

You can contact the Legal Ombudsman at:

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH

Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

Further information about the Legal Ombudsman's complaints process and current time limits is available on its website.

Complaints about conduct

The Legal Ombudsman deals primarily with complaints about the service provided by a solicitor or law firm.

If your concern relates to the professional conduct or behaviour of a solicitor or the firm, rather than the service provided, you may also be able to report the matter to the Solicitors Regulation Authority (SRA).

Information about reporting concerns to the SRA is available on the SRA website.

Alternative Dispute Resolution

If we are unable to settle your complaint and our complaints procedure has been exhausted, we will provide you with details of an appropriate alternative dispute resolution provider where applicable, together with information about whether we agree to use its scheme.

Accessibility and reasonable adjustments

We will make reasonable adjustments to our complaints procedure where necessary to enable clients with disabilities or other particular needs to make or pursue a complaint.

If you require any reasonable adjustment or assistance in making your complaint, please let us know.

Recording and learning from complaints

We maintain a record of complaints received and their outcomes.

Complaints are reviewed to identify any lessons that may help us improve our service and reduce the risk of similar issues arising in the future.

Changes to timescales

We aim to deal with complaints as quickly as possible. If there is a good reason why we need additional time to investigate or respond to your complaint, we will explain the reason to you and keep you informed of progress.

In all cases, we will seek to comply with the applicable regulatory requirements concerning the handling and resolution of complaints.