At Property Management Legal Services, we are committed to providing the highest standards of service and professional advice to our clients.

Please tell us if you are not happy with any aspect of the service or a bill that you have received. We take all complaints very seriously. And make every effort to resolve any concerns promptly and efficiently.

How to make a complaint

In the first instance, please raise any queries or concerns about our work for you with the lawyer responsible for the day-to-day handling of your work, or their supervisor if applicable.

Either of these persons will do their best to resolve any problems quickly and to your satisfaction. If they are unable to do so, however, or if you would prefer to speak to someone else about it, then please contact Cassandra Zanelli, CEO of the firm.

A copy of our complaints handling procedure is available on request.

In the event that you are not satisfied with the firm’s response the Legal Ombudsman may be able to consider your complaint.

There are, however, restrictions to this service for organisations, as set out on their website (see below). Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.

In addition, you should be aware that the Legal Ombudsman will not accept your complaint if:

  • more than six years have elapsed from the date of the act or omission giving rise to the complaint; or
  • more than three years have elapsed from the time when you should have known about the complaint; or
  • the date of the alleged act or omission giving rise to the complaint was before 6th October 2010.

The Legal Ombudsman’s contact details are:

  • Telephone: 0300 555 0333
  • Minicom: 0300 555 1777
  • E-mail: enquiries@legalombudsman.org.uk
  • Website: www.legalombudsman.org.uk
  • Address: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ

You may also be able to object to our bill by applying to the Court for an assessment under Part III of the Solicitors Act 1974. If you exercise this right, you would be prevented from making a complaint to the Legal Ombudsman. In addition, if you apply to the Court for an assessment and if all or part of the bill remains unpaid at the end of that assessment, we are entitled to charge interest. There are strict time limits that apply to this process and you may wish to seek independent legal advice.

Who to contact

Please contact Cassandra Zanelli, complaints officer, by email on cassandra.zanelli@pmls.co.uk