Proximo Legal Services is committed to providing a high-quality legal service to all of our clients. When something goes wrong we need you to tell us about it as this will help us to improve our service and standards.
In the event that you are unhappy with any aspect of our service please follow this procedure. We are keen to ensure that should you have cause to complain, your complaint is dealt with in a positive and pro-active manner.
We aim to resolve complaints quickly and fairly as part of an on-going commitment to excellent customer service.
Our complaints procedure
This complaints procedure is forwarded to you as you have requested a copy or because the initial complaint/statement that you were unhappy with certain aspects of the way your case has been dealt with was not resolved to your satisfaction by the person at our office who is dealing with your case or by their direct manager.
We accept complaints made by telephone, in person, email or letter. Whilst our calls are recorded, we do recommend that complaints are made in writing so that we are clear about the details of your complaint; and you can retain a full record of your complaint for future reference.
Immediate resolution stage
If you have not already dealt with the person dealing with your case direct or their direct manager we will forward details of your complaint to the person dealing with your case and their direct manager. We would hope that the complaint can then be resolved to your satisfaction.
If the complaint cannot be dealt with to your satisfaction by the person dealing with your case or their direct manager the Department Manager will contact you directly, and will use their best endeavours to resolve the complaint to your satisfaction.
If the Manager is able to resolve the complaint to your satisfaction, written confirmation will be forwarded to you.
Our investigation
Where the complaint has not been resolved by the Department Manager, our Head of Department will complete an investigation into the matters raised, and will respond to your complaint within 10 working days or whatever extended period you give permission for.
Appeal process
If upon receipt of our response you remain unhappy, you may appeal the findings by contacting the Compliance Officer for Legal Practise (COLP) using the same contact methods, for example, telephone, in person, email or letter. We recommend that this appeal is in writing so that we are clear about the details of your appeal; and you can retain a full record of your appeal for future reference.
The COLP is Craig Bryan and his contact details are as follows:
- Craig Bryan
- Compliance Officer for Legal Practice
- Proximo Legal Services
- Tel: 0843 212 0869
- Email: craig.bryan@proximols.co.uk
* Please note that we do not accept Service of Proceedings by email or fax.
Legal Ombudsman
If you remain dissatisfied with the response you receive from the COLP you should contact the Legal Ombudsman (LeO) at PO Box 6806 Wolverhampton WV1 9WJ; Legal Ombudsman (0300 555 0333 or refer to enquiries@legalombudsman.org.uk).
You must ordinarily refer your complaint to the LeO within six months from the date of our last response. The LeO will not normally deal with complaints unless our complaints procedure has been exhausted. The maximum period we are allowed to deal with your complaint is 8 weeks however, as detailed above we will try and deal with your complaint quicker than that.
Any complaint to the Legal Ombudsman must usually be made within six years of the reason for your complaint or three years from when you found out the reason for your complaint.
My PCP Claim is a trading style of Proximo Legal Services, authorised and regulated by the Solicitors Regulation Authority, SRA Number 591916.