PPL Solicitors Complaints Procedure

At PPL Solicitors, we value our clients and are committed to delivering high-quality legal services. However, if something goes wrong, we want to address your concerns promptly and efficiently. This procedure outlines how we will handle any complaints to ensure your satisfaction and continuous improvement of our services.

Informal Resolution

If you are unhappy with the service you have received or with any charges on your bill, please contact the lawyer handling your matter in the first instance. They will attempt to resolve your concerns informally. If you prefer not to contact the lawyer directly, you can reach out to our Complaints Director, who will address your concerns informally.

Contact details for informal complaints: PPL Solicitors
33 Chelwood Road, Derby, DE73 5SJ, England

Email: info@pplsoliticitors.co.uk

Formal Complaints Procedure

If your concerns are not resolved informally or you wish to make a formal complaint, please follow the steps below:

Stage 1: Making a Formal Complaint

Please submit your complaint in writing, clearly marking it as a “Formal Complaint.” Include the following details:

  • Your full name and contact information.
  • A description of what has gone wrong.
  • How you would like your complaint to be resolved.
  • Your file reference number (if available).

Send your complaint to:
Louise Sackey – Director
PPL Solicitors
33 Chelwood Road, Derby, DE73 5SJ, England
Email: info@pplsolicitors.co.uk

Stage 2: Acknowledgement of Complaint

We will acknowledge receipt of your complaint within three working days. This acknowledgement will confirm the process and timeframe for resolving your complaint.

Stage 3: Investigation

Our Director will conduct an impartial investigation of your complaint, which may include:

  • Reviewing your case file and related correspondence.
  • Discuss the matter with the parties involved.
  • Clarifying your concerns and any additional information needed.

We aim to resolve your complaint by recommending an action we believe the Legal Ombudsman would suggest in similar circumstances.

Stage 4: Final Response

Following our investigation, we will issue a detailed response, including:

  • A summary of your complaint.
  • The results of our investigation.
  • Our recommendations and any remedial actions.

We aim to provide our final response within 40 working days from the date we receive your complaint. If we need to adjust the timescale, we will inform you promptly and explain the reasons.

There is no charge for handling your complaint.

Escalation to the Legal Ombudsman

If you remain dissatisfied after receiving our final response, you can escalate your complaint to the Legal Ombudsman.

Contact details for the Legal Ombudsman:
Website: www.legalombudsman.org.uk
Phone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk

Concerns About Behaviour

If you believe our behaviour has been inappropriate (e.g., dishonesty or discrimination), you can contact the Solicitors Regulation Authority (SRA).

Contact the SRA:
Website: www.sra.org.uk

We appreciate your feedback as it helps us improve our services. Please do not hesitate to contact us with any concerns.