COMPLAINTS HANDLING POLICY (2022)

Table of Contents
COMPLAINTS HANDLING POLICY Our complaints policy: Submit your complaint to: What will happen next? 1 Acknowledgement: We aim to send you a written acknowledgement of receipt and allocation of your complaint for internal review within 2 working days. 2 Investigation: Your complaint will be passed to our Head of Client Services 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. 3 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: What to do if we cannot resolve your complaint: COMPLAINTS HANDLING POLICY Our complaints policy: Please email your complaint to: How will we handle your complaint? 1 Acknowledgement: We aim to send you a written acknowledgement of receipt and allocation of your complaint for internal review within 2 working days. 2 Investigation: Your complaint will be passed to our Head of Client Services 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. 3 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. How to complain to us? What to do if you are unhappy with our behaviour? What if we do not resolve your complaint? CONNECT WITH US ACCESSIBILITY POLICY TRUST CENTRE PRIVACY POLICY complaints policy FAQs Videos

COMPLAINTS

HANDLING POLICY

COMPLAINTS HANDLING POLICY (2)

COMPLAINTS HANDLING POLICY (3)

Our 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.

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 0333 015 5900, where 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, 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.

Submit your complaint to:

[emailprotected]

What will happen next?

1

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

2

Investigation: Your complaint will be passed to our Head of Client Services 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.

3

(Video) Complaints handling policy

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[emailprotected]
  • 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 eight weeks, you can refer your complaint to the Legal Ombudsman, who 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 eight weeks to resolve your complaint. Your complaint must be referred to the Legal Ombudsman:

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

COMPLAINTS HANDLING POLICY (4)

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

(Video) Unit 3 LO 3.2 - Explain policies and procedures relating to the handling of complaints | NVQ Level-3

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

CONNECT WITH US

ACCESSIBILITY POLICY

TRUST CENTRE

PRIVACY POLICY

COMPLAINTS POLICY

COMPLAINTS HANDLING POLICY (5)

COMPLAINTS HANDLING POLICY (6)

COMPLAINTS HANDLING POLICY

COMPLAINTS HANDLING POLICY (8)

Our 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.

Please email your complaint to:

[emailprotected]

COMPLAINTS HANDLING POLICY (9)

How will we handle your complaint?

(Video) Handling complaints 2

1

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

2

Investigation: Your complaint will be passed to our Head of Client Services 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.

3

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.

How to complain to us?

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 where 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, 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 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: [emailprotected]
  • 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 if we do not 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 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. If you have, then you must take your complaint to the Legal Ombudsman:

– Within six months of receiving a final response to your complaint; and

– No more than six years from the date of act/omission; or

– No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

  • VISIT

www.legalombudsman.org.uk

(Video) Handling Customer Complaints: Defusing Frustration

+44 0300 555 0333
Between 9am and 5pm

  • EMAIL

[emailprotected]

  • Legal Ombudsman

PO Box 6806, Wolverhampton, WV1 9WJ

COMPLAINTS HANDLING POLICY (10)

CONNECT WITH US

ACCESSIBILITY POLICY

TRUST CENTRE

PRIVACY POLICY

complaints policy

COMPLAINTS HANDLING POLICY (11)

COMPLAINTS HANDLING POLICY (12)

COMPLAINTS HANDLING POLICY (13)

Pogust Goodhead (a trading name of PGMBM Law Ltd)

SRA License Number 512898

COMPLAINTS HANDLING POLICY (14)

PGMBM (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.

(Video) CPDP 2015: Complaints handling and litigation by DPAs.

FAQs

What should be included in a complaints handling policy? ›

What to include in a complaints handling policy
  • explain the steps you would like customers to take when making complaints.
  • identify the steps you will take in discussing, considering, addressing and resolving complaints.
  • indicate some of the solutions you offer to resolve complaints.
Jun 29, 2016

How important is the complaints handling policy? ›

Client feedback is essential to all companies; not only because you can gather valuable customer insight, but because it allows you to identify product or service failures. There is no understating it; complaints handling is an invaluable opportunity for your organization to identify areas of improvement.

What is the most important requirement when handling complaints? ›

  • Humility. For a job that involves de-escalating issues before they become an investigation, lawsuit or lost customer, humility is essential. ...
  • Empathy. ...
  • Compassion. ...
  • Decisiveness. ...
  • Knowledge of the Company. ...
  • Knowledge of the Product. ...
  • Creativity. ...
  • Communication Skills.
Sep 3, 2019

What is complaint policy and procedure? ›

PROCEDURE FOR COMPLAINTS MANAGEMENT

examining the complaint within 5 working days of the complaint being received • informing the complainant by letter within 10 working days of the complaint being received of what is being done to investigate and resolve it, and the expected time frame for resolution.

How do you handle customer complaints examples? ›

5 ways to handle customer complaints
  1. Listen and understand. Always listen to your customers. ...
  2. Apologize. Don't be afraid to apologize for a mistake. ...
  3. Find a solution. When your customer has a legitimate complaint, you need to find the root cause and solve it. ...
  4. Follow up with the customer. ...
  5. Exceed expectations.
Aug 16, 2022

What are the benefits of handling customer complaints well? ›

Here are the benefits of customer complaints when correctly handled:
  • Improve brand image. ...
  • Boost customer retention. ...
  • Increase customer satisfaction. ...
  • Determine areas that need improvement.
Sep 26, 2019

Why is it important to take complaints seriously? ›

They matter for health and social care organisations, because every concern or complaint is an opportunity to improve. Complaints may signal a problem – the information can help save lives, and well-handled concerns will help improve the quality of care for other people.

How will you provide a successful complaint handling? ›

What Should I Do If a Customer Complaints?
  1. Address to your customer by name.
  2. Apologize to the customer.
  3. Sympathize with customer's problem.
  4. State you're solving the problem.
  5. Offer a gift.
  6. Ask the customer to change the review.
  7. Put up with negative reviews.
Jul 29, 2022

What is an effective complaints management process? ›

compliments and complaints process • inform and train staff to use the compliment and complaint management system • support the complainant to seek the most appropriate resolution • ensure there is clarity about the requested outcome • provide a respectful, valuing and informative acknowledgement • actively listen, ...

What is the objective of a complaints policy? ›

Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

How do you respond to an angry customer? ›

How to Deal with Angry Customers
  1. Remain calm.
  2. Practice active listening.
  3. Repeat back what your customers say.
  4. Thank them for bringing the issue to your attention.
  5. Explain the steps you'll take to solve the problem.
  6. Set a time to follow up with them, if needed.
  7. Be sincere.
  8. Highlight the case's priority.
Dec 15, 2021

How do you handle customer escalation? ›

Here are five best practices your customer success team should use during customer escalations.
  1. #1: Listen to the Customer.
  2. #2: Put Yourself in the Customer's Shoes.
  3. #3: Understand a Customer's Value to Your Business.
  4. #4: Route Customers to the Right Person From the Start.
  5. #5: Close Each Escalation Within 30 Days.

What information is commonly found in an organization's complaints policy and procedure? ›

Your name and contact details, • The name of the person you have been dealing with about your travel service, • The nature of the complaint, • Details of any steps you have already taken to resolve the compliant, • Details of conversations you may have had with us that may be relevant to your complaint, • Copies of any ...

What are the main points of the complaints procedure? ›

The main points of agreed procedures for handling complaints are:
  • treat all complaints positively and seriously.
  • make it as easy as possible for individuals to complain.
  • if necessary, provide support for an individual to make a complaint.
  • handle complaints quickly and effectively.
  • keep the complainant informed and involved.

What is customer service policy? ›

A customer service policy is a document that guides the way your employees and your organization approach customer service. Sometimes this is an internal code of conduct only, but many companies publish their policies publicly to let customers know what kind of high-quality service they can expect.

Videos

1. Complaint Handling Best Practice
(Australian Federation of Travel Agents)
2. Complaints: Risk and response
(Avant Mutual)
3. Create a Complaints Procedure Webinar
(Helen Pettifer)
4. Defining Best Practice for Council Complaints Handling
(Daniel Peet)
5. Complaints handling during a pandemic
(Lloyd's of London)
6. How to Handle Customer Complaints Like a Pro
(Valuetainment)

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