Appointments can now be held by Zoom or Skype video call, by phone or in person at one of our local offices

Our complaints policy

We are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

Our complaints procedure

If you have a complaint, please contact us with the details.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of us receiving the complaint, enclosing a copy of this procedure.
  2. We will then investigate your complaint.  This will normally involve passing your complaint to our client care partner, Mr Rossiter, who will review your matter and speak to the member of staff who acted for you.
  3. Mr Rossiter will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  4. If you are still unhappy with the outcome, we will then invite you to a meeting to discuss and hopefully resolve your complaint.  We will do so within 14 days of sending you the response letter.
  5. Within three days of the meeting, Mr Rossiter will write to you to confirm what took place and any solutions he has agreed with you.
  6. At this stage, if you are still not satisfied, you should contact us again requesting a final review and setting your reasons why.
  7. We will then write to you within 14 days of receiving your request for a review, confirming our final position on your complaint, and explaining our reasons.
  8. If a complaint has not been resolved to your satisfaction within eight weeks of it being made, then you can ask the Legal Ombudsman to consider it. You can then contact the Legal Ombudsman, P.O. Box 6806, Wolverhampton WV1 9WJ about your complaint.  Any complaint to the Legal Ombudsman must be made within six months after the firm's final response to a complaint.

Contact PSR's experts to get started…

Appointments can be arranged by phone, Zoom or Skype video call or in person at one of our local offices.

  • Fixed Fees From £399 - NO MOVE NO FEE
  • 5 Star Google satisfaction ratings
  • Law Society Accredited Solicitors
  • Friendly local experts

Contact PSR to get started…

Tell us a little about your legal issue and one of our Solicitors will contact you to discuss how we can help you and also advise you of the costs involved.

Appointments can be arranged by phone, Zoom or Skype video call or in person at one of our local offices.

  • Fixed Fees
  • 5 Star Google satisfaction ratings
  • Law Society Accredited Solicitors
  • Friendly local experts

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