All PCS Legal members of staff are committed to providing a quality service to all of our clients. We feel it is our commitment to our clients that makes us a market leader for conveyancing in the Essex area. However, should something not go according to plan we would be grateful if you can inform us so that your case can be looked at by our senior partners. This will help us improve the service we provide in the future.
In the unlikely event you have a complaint to make please contact Stuart Forsdike who is our complaints partner. You may make contact with him at our Basildon office by writing or by email firstname.lastname@example.org. Stuart will then pass your complaint onto the fee earner dealing with your transaction. Please note not everyone will have full knowledge of your file and therefore it is important to list your points clearly using numbered paragraphs.
If a complaint is made, we will inform you we have received your communication and will let you know the name of the fee earner dealing with the same. We will then endeavour to respond to your complaint within 10 working days. A record of your complaint will be kept in our complaints file held at our Basildon office.
Once your complaint has been logged we will investigate the same in a thorough manor. We may at this point ask you for further information. Once investigations have been concluded we shall invite you to discuss the same with us either over the phone or in a meeting. We hope this will resolve any problem you may have. We will then confirm to you in writing how your grievance has been resolved.
If you are still not satisfied at this stage you should write to us again or make, contact via email. We shall then arrange to review our decision. This will involve Stuart Forsdike undertaking an investigation into the same.
Please note at this stage we may refer the matter to the CLC or a local firm of Licensed Conveyancers or Solicitors for an external opinion. We will of course inform you of time scale at this point. We may at this stage invite you to agree to independent mediation. We shall let you know how long this process will take.
Stuart Forsdike will then let you know the outcome within 10 working days after the end of the review. We shall write to you at this time, confirming our final position on your complaint and explaining our reasons. We shall also give you the name and address of the Legal Ombudsman who will deal with your complaint if you remain dissatisfied.
It is obviously very unlikely that you would need to make such a complaint but it is extremely important to us that we offer the highest levels of customer service and therefore this allows us an opportunity to examine the procedures we undertake.