{"id":29446,"date":"2023-02-02T10:42:31","date_gmt":"2023-02-02T10:42:31","guid":{"rendered":"https:\/\/pgmbmv2stg.wpengine.com\/complaints-handling-policy\/"},"modified":"2023-04-18T14:12:13","modified_gmt":"2023-04-18T14:12:13","slug":"complaints-handling-policy","status":"publish","type":"page","link":"https:\/\/wdev.pogustgoodhead.com\/nl\/complaints-handling-policy\/","title":{"rendered":"Complaints Handling Policy"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"29446\" class=\"elementor elementor-29446 elementor-28416\">\n\t\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7145510a elementor-section-height-min-height elementor-section-boxed elementor-section-height-default elementor-section-items-middle\" data-id=\"7145510a\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-77ae1653\" data-id=\"77ae1653\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7c300383 elementor-widget elementor-widget-heading\" data-id=\"7c300383\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.12.1 - 02-04-2023 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h2 class=\"elementor-heading-title elementor-size-default\">Complaints Handling Policy<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b1df2d elementor-widget elementor-widget-text-editor\" data-id=\"b1df2d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.12.1 - 02-04-2023 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p>We are committed to providing a high-quality legal service to all our clients.\u00a0<\/p><p>If something goes wrong, please tell us about it. \u00a0\u00a0\u00a0<\/p><p>We want to hear from you so that we can work to continuously improve our standards of service.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-1d43829a elementor-hidden-mobile\" data-id=\"1d43829a\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-111f7deb elementor-widget__width-inherit elementor-widget elementor-widget-premium-img-layers-addon\" data-id=\"111f7deb\" data-element_type=\"widget\" data-widget_type=\"premium-img-layers-addon.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\r\n\t<div class=\"premium-img-layers-wrapper\" data-devices=\"[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;]\">\r\n\t\t<ul class=\"premium-img-layers-list-wrapper\">\r\n\t\t\t\r\n\t\t\t\t<li class=\"premium-img-layers-list-item  elementor-repeater-item-9e06065 premium-img-layer-\" data-layer-animation=\" \" data-layer-hide=\"&quot;&quot;\">\r\n\t\t\t\t\t<img decoding=\"async\" width=\"1250\" height=\"812\" src=\"https:\/\/wdev.pogustgoodhead.com\/wp-content\/uploads\/2023\/03\/books.png\" class=\"attachment-full size-full premium-img-layers-image\" alt=\"\" srcset=\"https:\/\/wdev.pogustgoodhead.com\/wp-content\/uploads\/2023\/03\/books.png 1250w, https:\/\/wdev.pogustgoodhead.com\/wp-content\/uploads\/2023\/03\/books-300x195.png 300w, https:\/\/wdev.pogustgoodhead.com\/wp-content\/uploads\/2023\/03\/books-1024x665.png 1024w, https:\/\/wdev.pogustgoodhead.com\/wp-content\/uploads\/2023\/03\/books-768x499.png 768w\" sizes=\"(max-width: 1250px) 100vw, 1250px\" \/>\r\n\t\t\t\t\t\t\r\n\t\t\t\t\t\r\n\t\t\t\t<\/li>\r\n\t\t\t\r\n\t\t\t\t<li class=\"premium-img-layers-list-item  elementor-repeater-item-fc92a3c premium-img-layer-\" data-layer-animation=\" \" data-layer-hide=\"&quot;&quot;\">\r\n\t\t\t\t\t<img decoding=\"async\" width=\"300\" height=\"300\" src=\"https:\/\/wdev.pogustgoodhead.com\/wp-content\/uploads\/2023\/03\/orange-arrows-300x300.png\" class=\"attachment-medium size-medium premium-img-layers-image\" alt=\"\" srcset=\"https:\/\/wdev.pogustgoodhead.com\/wp-content\/uploads\/2023\/03\/orange-arrows-300x300.png 300w, https:\/\/wdev.pogustgoodhead.com\/wp-content\/uploads\/2023\/03\/orange-arrows-150x150.png 150w, https:\/\/wdev.pogustgoodhead.com\/wp-content\/uploads\/2023\/03\/orange-arrows.png 611w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/>\r\n\t\t\t\t\t\t\r\n\t\t\t\t\t\r\n\t\t\t\t<\/li>\r\n\t\t\t\r\n\t\t\t\t<li class=\"premium-img-layers-list-item  elementor-repeater-item-2c6b1d0 premium-img-layer-\" data-layer-animation=\" \" data-layer-hide=\"&quot;&quot;\">\r\n\t\t\t\t\t<img decoding=\"async\" width=\"403\" height=\"22\" src=\"https:\/\/wdev.pogustgoodhead.com\/wp-content\/uploads\/2023\/01\/hline.png\" class=\"attachment-full size-full premium-img-layers-image\" alt=\"\" srcset=\"https:\/\/wdev.pogustgoodhead.com\/wp-content\/uploads\/2023\/01\/hline.png 403w, https:\/\/wdev.pogustgoodhead.com\/wp-content\/uploads\/2023\/01\/hline-300x16.png 300w\" sizes=\"(max-width: 403px) 100vw, 403px\" \/>\r\n\t\t\t\t\t\t\r\n\t\t\t\t\t\r\n\t\t\t\t<\/li>\r\n\t\t\t\r\n\t\t\t\t<li class=\"premium-img-layers-list-item  elementor-repeater-item-7be66e0 premium-img-layer-\" data-layer-animation=\" \" data-layer-hide=\"&quot;&quot;\">\r\n\t\t\t\t\t<img decoding=\"async\" width=\"20\" height=\"350\" src=\"https:\/\/wdev.pogustgoodhead.com\/wp-content\/uploads\/2023\/01\/vline.png\" class=\"attachment-full size-full premium-img-layers-image\" alt=\"\" \/>\r\n\t\t\t\t\t\t\r\n\t\t\t\t\t\r\n\t\t\t\t<\/li>\r\n\t\t\t\t\t<\/ul>\r\n\t<\/div>\r\n\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1f7737a3 elementor-widget-mobile__width-auto elementor-widget elementor-widget-image\" data-id=\"1f7737a3\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.12.1 - 02-04-2023 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"449\" height=\"377\" src=\"https:\/\/wdev.pogustgoodhead.com\/wp-content\/uploads\/2023\/02\/spacer.gif\" class=\"attachment-large size-large wp-image-28500\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2c44a8b3 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2c44a8b3\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-43f739c6\" data-id=\"43f739c6\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1233577 elementor-widget elementor-widget-heading\" data-id=\"1233577\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How to complain to us?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-46bc651d elementor-widget elementor-widget-text-editor\" data-id=\"46bc651d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Please email <a href=\"mailto:complaints@pogustgoodhead.com\">complaints@pogustgoodhead.com<\/a>. 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.<\/p><p>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 0330 155 900 and 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, your reference number, a contact telephone number, and some brief information regarding the matter that you wish to complain about.<\/p><p>We may keep records of our communications with you \u2013 you can read more about how we handle and retain your information in accordance with our privacy policy, <a href=\"https:\/\/wdev.pogustgoodhead.com\/gdpr-privacy-policy\/\">here<\/a>.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5118267 elementor-widget elementor-widget-heading\" data-id=\"5118267\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What happens next?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ab83971 elementor-widget elementor-widget-text-editor\" data-id=\"ab83971\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Once you have told us you need us to make reasonable adjustments we will<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7f9aea09 elementor-hidden-phone elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7f9aea09\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-187dc4c4\" data-id=\"187dc4c4\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-63853568 elementor-widget elementor-widget-heading\" data-id=\"63853568\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">1<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-77cf3dbe\" data-id=\"77cf3dbe\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3b0d6135 elementor-widget elementor-widget-heading\" data-id=\"3b0d6135\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Acknowledgement: We aim to send you a written acknowledgement of receipt and allocation of your complaint for internal review within 2 working days.<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-aa81c1a elementor-hidden-phone elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"aa81c1a\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-f035a48\" data-id=\"f035a48\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-fd43b74 elementor-widget elementor-widget-heading\" data-id=\"fd43b74\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">2<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-c29d119\" data-id=\"c29d119\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b2dae31 elementor-widget elementor-widget-heading\" data-id=\"b2dae31\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Investigation: Your complaint will be passed to our Head of Quality and Client Policy 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.<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-bbd7a07 elementor-hidden-phone elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"bbd7a07\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-021c9f1\" data-id=\"021c9f1\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4c03e9e elementor-widget elementor-widget-heading\" data-id=\"4c03e9e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">3<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-929bcfb\" data-id=\"929bcfb\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e501aa7 elementor-widget elementor-widget-heading\" data-id=\"e501aa7\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Final response. We aim to provide a final response to you within 8 weeks of your complaint.<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-27024ce elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"27024ce\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-63044e7\" data-id=\"63044e7\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4fbd87a elementor-widget elementor-widget-text-editor\" data-id=\"4fbd87a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>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\u2019t 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.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-635169b elementor-widget elementor-widget-button\" data-id=\"635169b\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a href=\"https:\/\/wdev.pogustgoodhead.com\/accessibility-statement\/\" class=\"elementor-button-link elementor-button elementor-size-sm\" role=\"button\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">VIEW OUR ACCESSIBILITY STATEMENT<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-1f46e4f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"1f46e4f\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-6c0b82e\" data-id=\"6c0b82e\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-fa7cb54 elementor-widget elementor-widget-heading\" data-id=\"fa7cb54\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What to do if we cannot resolve your complaint:<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7872755 elementor-widget elementor-widget-text-editor\" data-id=\"7872755\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>If we have not resolved your complaint to your satisfaction within 8 weeks, you can refer your complaint to the Legal Ombudsman, who investigate complaints about service issues with law firms, and they will look at your complaint independently.<\/p><p>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 and referred your complaint to the Legal Ombudsman:<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1fcac1f elementor-widget elementor-widget-text-editor\" data-id=\"1fcac1f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><em>For complaints made before 1 April 2023<\/em><\/p><ul><li>within six months of receiving any final response issued by us; and<\/li><li>no more than six years from the date of the act or omission that you are complaining about; or no more than three years from when you should reasonably have known there was cause for complaint.<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ae5f8d8 elementor-widget elementor-widget-text-editor\" data-id=\"ae5f8d8\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><em>For complaints made from 1 April 2023 onwards:<\/em><\/p><ul><li>within six months of receiving any final response issued by us; and<\/li><li>no more than one year from the date of the act or omission that you are complaining about; or no more than one year from when you should reasonably have known there was cause for complaint.<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-8d40257 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"8d40257\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-a9ee42a\" data-id=\"a9ee42a\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9a43458 elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"9a43458\" data-element_type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<link rel=\"stylesheet\" href=\"https:\/\/wdev.pogustgoodhead.com\/wp-content\/plugins\/elementor\/assets\/css\/widget-icon-list.min.css\">\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-external-link-alt\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">VISIT<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-682aa0b elementor-widget elementor-widget-text-editor\" data-id=\"682aa0b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><a href=\"http:\/\/www.legalombudsman.org.uk\">www.legalombudsman.org.uk<\/a><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9ea470d elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"9ea470d\" data-element_type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-phone-alt\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">PHONE<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e668342 elementor-widget elementor-widget-text-editor\" data-id=\"e668342\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>+44 0300 555 0333<br \/>Between 9am and 5pm<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-25a8d50\" data-id=\"25a8d50\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1523f5e elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"1523f5e\" data-element_type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"far fa-envelope\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">EMAIL<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5d3f8bb elementor-widget elementor-widget-text-editor\" data-id=\"5d3f8bb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\tenquiries@legalombudsman.org.uk\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-55d97c3 elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"55d97c3\" data-element_type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"far fa-building\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">LEGAL OMBUDSMAN<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8375571 elementor-widget elementor-widget-text-editor\" data-id=\"8375571\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\tPO Box 6806, Wolverhampton, WV1 9WJ\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3df26e8 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3df26e8\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-b512118\" data-id=\"b512118\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-709f2bf elementor-widget elementor-widget-heading\" data-id=\"709f2bf\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What to do if you are unhappy with our behaviour:<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2aada7d elementor-widget elementor-widget-text-editor\" data-id=\"2aada7d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>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.<\/p><p>You can contact the SRA by:<\/p><ul><li>Telephone \u2013 0370 606 2555<\/li><li>Email \u2013\u00a0<a href=\"mailto:report@sra.org.uk\">report@sra.org.uk<\/a><\/li><li>Post \u2013 SRA Report, The Cube, 199 Wharfside Street, Birmingham, B1 1RN).\u00a0<\/li><\/ul><p>\u00a0<\/p><p>More information including on how and when to raise a concern with the SRA is on their website,\u00a0<a href=\"https:\/\/www.sra.org.uk\/consumers\/problems\">here<\/a>.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Complaints Handling Policy We are committed to providing a high-quality legal service to all our clients.\u00a0 If something goes wrong, please tell us about it. \u00a0\u00a0\u00a0 We want to hear from you so that we can work to continuously improve our standards of service. How to complain to us? Please email complaints@pogustgoodhead.com. Please be as [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":30205,"parent":0,"menu_order":57,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":"","_expiration-date-status":"","_expiration-date":0,"_expiration-date-type":"","_expiration-date-categories":[],"_expiration-date-options":[]},"page_categories":[],"class_list":["post-29446","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v20.4 (Yoast SEO v20.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Complaints Handling Policy - POGUST GOODHEAD<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints Handling Policy\" \/>\n<meta property=\"og:description\" content=\"Complaints Handling Policy We are committed to providing a high-quality legal service to all our clients.\u00a0 If something goes wrong, please tell us about it. \u00a0\u00a0\u00a0 We want to hear from you so that we can work to continuously improve our standards of service. 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