Pitmans LLP Complaints Procedure
We are committed to providing a high-quality legal service to our clients. We endeavour to ensure that everything runs smoothly but if something goes wrong, we need you to tell us about it. This will help us to sort out any mistakes or misunderstandings, and to improve our standards.
Please follow these steps to ensure that your concerns are resolved quickly:
Firstly: Please speak to the person handling your case. You may prefer to put your concerns in writing, in which case please send your letter or an email to the person who is acting for you.
Secondly: If your main contact is not able to resolve matters to your satisfaction or if you find it difficult to speak to them about a complaint, please write to or call their Head of Department whose name you will have been given when you first instructed us.
If your complaint is about a Head of Department in the firm please write to the Managing Partner.
Thirdly: If you are dissatisfied by the way your main contact or the Head of Department has handled your complaint please write to our Compliance Officer for Legal Practice (COLP) at
Any stage: If at any stage you would prefer to meet with the person dealing with your complaint then just let us know.
What we will do:
Any complaint to the person acting for you, Head of Department or other will be dealt with quickly and a genuine effort will be made to respond to all your concerns.
We will acknowledge your complaint within 3 working days to let you know that we are looking into your concerns.
After sending you an acknowledgment, we aim to investigate your complaint and give you a full response within 21 working days but if your complaint is more complex we may require more time, and will let you know when you will receive a full response.We may also need to speak to you or obtain more information from you as part of the investigation.
We will write to you at the conclusion of our investigation confirming our final position on your complaint with brief reasons.
At this stage, if you are still not satisfied, you should contact us again and we will arrange to review the decision by another partner unconnected with the matter.
Should you have any queries in relation to this complaints procedure, please write to our Head of Risk, Quality and Compliance at
Legal Ombudsman
After the above procedure has been followed and you still remain dissatisfied or after a period of eight weeks from the date of making the complaint to us, you can refer your complaint to the Legal Ombudsman whose contact details are:
Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ |Telephone: 0300 555 0333 |Email:|Website:
Normally, the Legal Ombudsman will only accept your complaint if you tell them of it within six months of receiving a final written response from us about your complaint, or within one year of your establishing there was a genuine problem.We do recommend that you attempt to resolve your problem using our internal complaints procedure before contacting the Legal Ombudsman.