Complaints Procedure
Last Reviewed: 01/11/2022
We are committed to providing a high-quality service to our clients. When something goes wrong, we need you tell us about it as soon as possible.
If you have a complaint or wish to express dissatisfaction with any aspect of the service we have provided please submit your complaint to:
Jon Day, Complaints Officer, by email at: Jon.Day@pinnacleccs.co.uk
Or by telephone on 0845 568 3333
Stating:
1. Name of the Cost Lawyer concerned
2. Full details and nature of your complaint and how you believe it could be resolved
What will happen next?
1. We will send you a written confirmation acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure. (We will then do our best to ensure that your complaint is resolved within 8 weeks)
2. We will investigate your complaint. This will involve reviewing the matter and discussing it with the member of staff and or cost lawyer/s who acted for you.
3. The Complaints Officer will send you a detailed written reply to your complaint, including their suggestions for resolving the matter, within 14 days.
4. If you remain dissatisfied, you can then contact Martyn Hardy, the Managing Director of Pinnacle CCS Ltd, at CityPoint, 1 Ropemaker Street, London, EC2Y 9HT or by email to Martyn.Hardy@pinnacleccs.co.uk
5. Any complaint to the Managing Director must be made within 21 days of the date you last heard from us.
6. The Managing Director will respond to your complaint within 14 days and provide you with our final decision.
7. If you continue to remain dissatisfied, you have three further options: You have the right to register your complaint to any of the following bodies:
• The Cost Lawyer Standards Board (CLSB), PO Box 4336, Manchester, M61 0BW
Email: enquiries@clsb.info
Telephone: 0161 956 8969
• The Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WT
Email: enquiries@legalombudsman.org.uk
Telephone: 0300 555 0333
• Costs Alternative Dispute Resolution (CADR), 218 Strand, London, WC2R 1AT
Email: registrar@costsadr.com
Telephone: 01279 704854
Timeframes:
Unresolved complaints to the CLSB must be made within 12 months of the date on which matters giving rise to the complaint occurred or the date on which you first became aware you had grounds to complain.
Unresolved complaints to the Legal Ombudsman must be made within 6 months of us providing you with our final response at first-tier and no more than 6 years from the date of the matter giving rise to the complaint, or no more than 3 years from when you should have reasonably known there was cause for complaint.
Potential cost:
If you choose to register your complaint with CEDR, the costs of arbitration are in the discretion of the arbitrator and subject to their findings, you may be required to contribute towards the cost of the arbitration.
If there are any aspects of this policy or procedure that you are unclear about, please do not hesitate to contact us by email or by telephone on the number shown above and we will help you to make your complaint.
