Prolegal Solicitors' Client Care Procedure and Complaints Process - Prolegal

Prolegal Solicitors' Client Care Procedure and Complaints Process

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0800 999 5005

At Prolegal Solicitors we want to improve, and recognise that we can only continue to improve if you give us your feedback. We ask our clients what they think at the end of each job and meet with our business clients on a regular basis to check how we’re doing. We use this feedback to celebrate success, reward our staff and to learn and improve.

Our complaints policy

Prolegal Solicitors is committed to providing a high-quality legal service to all our clients. When something goes wrong, we want 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.

What will happen next?

  • We will acknowledge receipt of your complaint within 3 working days of receiving it, and give you a copy of this procedure.
  • We will then investigate your complaint. This will normally involve passing your complaint to our Client Care Director, Mrs Susan Brown, who will review your file and speak to the member of staff who acted for you.
  • We will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.
  • Within 5 working days of the meeting, we will write to you to confirm what took place and any solutions agreed with you.
  • If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

If you are not satisfied with our response:

  • At this stage, if you are still not satisfied, you should contact us again and we will arrange for Mr Simon Edwards, Principal Solicitor at Prolegal Limited, 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 with our response:

  • If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint, but for further information you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.

    PO Box 6806,
    Wolverhampton,
    WV1 9WJ

If we have to change any of the timescales above, we will let you know and explain why.

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Prolegal Solicitors London | Prolegal Solicitors, 40 Bank Street, Canary Wharf, London, E14 5NR      T: 0207 743 6700

Prolegal Limited is an incorporated legal practice authorised and regulated by the Solicitors Regulation Authority SRA ID Number: 399436. Registered in England and Wales. Registered office as above. Registered Company No. 4806652.

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