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0330 900 0377

Complaints Procedure

Pembridge Solicitors Limited is committed to providing a high standard of legal service. If you are dissatisfied with any aspect of the service we have provided, we ask that you raise the matter with us so that we have an opportunity to investigate your concerns and, where appropriate, resolve them.

A complaint may relate to the way your matter has been handled, communication, delay, costs, the conduct of a member of staff or another aspect of the service provided by the firm.

Making a complaint will not affect the way in which your matter is handled.

This procedure explains how to make a complaint, how we will deal with it and the options available to you if the complaint cannot be resolved to your satisfaction.

Last updated: 18 August 2026

Complaints Handler

The firm's Complaints Handler is Prithiviraj Pem.

Complaints should be addressed to:

Prithiviraj Pem
Complaints Handler
Pembridge Solicitors Limited
Calderwood House
Montpellier Parade
Cheltenham
Gloucestershire
GL50 1UA

Telephone: 0330 900 0377
Email: info@pembridgesolicitors.co.uk

If your complaint concerns Prithiviraj Pem, or there is another reason why it would not be appropriate for him to investigate the complaint, the matter will be referred to another appropriate senior person within the firm where possible.

How To Make A Complaint

You may make a complaint by post, email or telephone. You are not required to use a particular form.

To help us understand and investigate your complaint, please provide as much relevant information as possible. This may include:

  • Your full name and contact details.
  • Your matter reference, if known.
  • The name of the solicitor or member of staff dealing with your matter.
  • A clear description of the matters about which you are complaining.
  • Relevant dates, correspondence or documents.
  • The outcome or action you would like us to consider.

If you make a complaint verbally, please tell the person you speak to that you wish the matter to be treated as a formal complaint.

What Happens After A Complaint Is Made?

Once we receive a complaint, we will record it and arrange for the issues raised to be considered.

  1. We will acknowledge receipt of your complaint and confirm who is responsible for dealing with it.
  2. We will review the complaint and the relevant information held on your file.
  3. We may ask you to provide further information or clarification where necessary.
  4. We may speak to the solicitor, fee earner or other member of staff involved in the matter.
  5. We will consider the issues raised and the relevant circumstances before reaching a conclusion.
  6. We will provide you with a written response setting out the outcome of our investigation and any action we consider appropriate.

Where appropriate, we may also discuss the complaint with you by telephone or invite you to a meeting if this may assist in resolving the matter.

Response Times

We aim to deal with complaints promptly and fairly.

We aim to provide our final written response within eight weeks of receiving your complaint.

If additional time is required because of the nature or complexity of the complaint, we will explain the position to you and provide an update on the investigation.

If we have not provided a final response within eight weeks, you may be entitled to refer the complaint to the Legal Ombudsman.

Legal Ombudsman

If you are not satisfied with our final response, or if we have not resolved your complaint within eight weeks, you may be eligible to ask the Legal Ombudsman to consider your complaint.

The Legal Ombudsman is an independent complaints body that considers complaints about legal services.

Time Limits

Generally, a complaint must be referred to the Legal Ombudsman:

  • Within one year of the act or omission being complained about; or
  • Within one year of the date on which you became aware, or should reasonably have become aware, that there was a cause for complaint; and
  • Within six months of receiving our final written response to your complaint.

The Legal Ombudsman applies its own Scheme Rules and eligibility requirements. You should therefore check the current requirements directly with the Legal Ombudsman before making a referral.

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH

Telephone: 0300 555 0333
Relay UK: 18001 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

Complaints About Our Fees Or A Bill

If your complaint relates to our fees or a bill, please raise the matter with us using the complaints procedure above so that we can review your concerns.

The Legal Ombudsman may be able to consider complaints relating to legal costs and the service provided in connection with those costs.

You may also have a right to apply to the court for an assessment of a solicitor's bill under Part III of the Solicitors Act 1974.

Different procedures and time limits apply to court assessment of solicitors' costs. If court assessment proceedings have been commenced, this may affect the Legal Ombudsman's ability to consider a complaint about the same bill.

Solicitors Regulation Authority

Pembridge Solicitors Limited is authorised and regulated by the Solicitors Regulation Authority. Our SRA number is 625038.

The Solicitors Regulation Authority deals with regulatory and professional conduct matters. It does not generally deal with ordinary complaints about the quality of legal services, such as delay, communication issues or disagreements about fees. Those complaints should normally be raised with the firm first and may then be referred to the Legal Ombudsman.

Matters that may be appropriate to report to the Solicitors Regulation Authority can include serious or repeated breaches of professional standards, dishonesty, fraud, misuse of client money or other serious misconduct.

Information about reporting a concern is available from:

www.sra.org.uk/report

Help Making A Complaint

If you require assistance in making a complaint, please contact us.

If you have a disability, communication difficulty or other requirement that affects how you are able to make or pursue a complaint, please tell us. We will consider reasonable adjustments and alternative methods of communication where appropriate.

You may contact us by telephone, email or post:

Pembridge Solicitors Limited
Calderwood House
Montpellier Parade
Cheltenham
Gloucestershire
GL50 1UA

Telephone: 0330 900 0377
Email: info@pembridgesolicitors.co.uk

Complaints are dealt with without charge.