At Percy Short & Cuthbert we aim to provide a high quality service to our clients and to do so consistently. Doing our best for clients is central to our business and we are encouraged that much of our work comes from recommendations or from clients for whom we have acted previously or their referrals. Whilst we do, of course, liaise with clients throughout their cases to address any issues that may arise, we also often send clients a questionnaire at the end of their case to obtain feedback. Set out below are some of our clients’ comments on our services.
“Excellent service, great communication and very professional. Always reply quickly to e-mails and very efficient."
"Whenever we called we were able to speak with our solicitor or if not, she would return our call. I never felt like I was rushed off the phone. Please keep up that standard of dealing with customers. We were recommended by a friend and we will certainly recommend our friend/family."
"Naureen was fantastic, prompt and used terms we understood."
“Service we received was excellent."
“I can't speak highly enough of the service, and particularly the ready accessibility of N. Matlib."
"I was extremely impressed by the way my call was treated and even more importantly by the manner in which Mr Selby handled the case from start to finish. He was very professional and reassuring! I would like to take this opportunity to thank you for all the assistance I have received from your firm and I will definitely recommend your service to anyone who may need it in the future.”
"I would highly recommend Percy Short & Cuthbert because of their professionalism and courteous approach. They made sure they briefed me as fully as possible as well as offering support where necessary. Without their help (particularly Naureen’s) I would not have become the first time buyer, something which was extremely important to me."
“Claim was dealt with promptly and professionally.”
"A solicitor had to attend a dying person and complete the will very promptly. Certain to recommend Percy Short & Cuthbert to someone else if they need legal assistance/advice.”
"Naureen Matlib was extremely professional and very well informed. We felt we were in good hands.”
"We have always had sound advice."
“Thank you for all your help. Will definitely recommend or use again. First class service (unusual these days!). Thanks again."
"The advice we received was clear, reassuring and always prompt. I would certainly recommend Percy Short and Cuthbert to others and indeed have already done so. Excellent service."
"Quick, affordable, professional, friendly, trustworthy"
"Excellent communication and support, especially when urgent action was required."
"Clear information about the progress and efficiency in dealing with the timescales".
"Extremely satisfied with the overall service, the office environment and the quality of law provided."
"Fast service. Clear information."
"Local firm and clear advice on the service to be provided."
From time to time we do receive some negative feedback from our clients, which we also appreciate. Given the ways in which the provision of legal services and, in particular, the methods of communicating with clients have changed recently, constructive criticism enables us to tweak the ways we work so that we can keep up to date with our clients' needs. For any more serious matters we have a formal complaints procedure, approved by the Law Society via its Lexcel accreditation of Percy Short & Cuthbert.
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you should contact our Complaints Partner, Shobha Naik on 020 7700 265 or by email firstname.lastname@example.org to request a copy of our compliaints procedure. Making a complaint will not affect how we handle your case.
The Solicitors Regulation Authority can help you if you are concerned about dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority.
What do to if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint; and
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
The Legal Ombudsman's contact details are:
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ