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Liability and Customer Complaints Procedure

Our Commitment

Pulse Global Services Limited (We/Us) is committed to providing excellent service.
We understand, however, that we do not always get it right. If something has gone wrong with the service we have provided, we need you to tell us about it. Our aim is always to look into what has happened, provide you with an explanation and try to put matters right.

You may set out your concerns over the phone, via email or in a letter. We have eight weeks to consider your complaint.

What should you do if you have concerns?

All our staff members are experienced and dedicated in helping you. If you have any concerns you can email us at [email protected] or write to us at Pulse Global Services Limited, 20 St Thomas Street, London, SE1 9BF.

Our complaints process

Your concerns will be fully investigated, this will involve reading the nature of your complaint, discussing the matter with the members of staff who dealt with your matter, and reviewing any further information that may be relevant.

  1. Your initial concerns will be picked up by a member of the customer service team. They will provide you with a formal acknowledgement within 48 hours of your complaint being logged and will aim to resolve your concerns by providing you with an explanation. Depending on the nature of your concerns we may ask for some additional time to investigate the issue in order to provide you with a satisfactory resolution.
  2. If your concerns cannot be resolved by the Customer Service team your complaint will be escalated to the Head of Compliance for an independent review. If you wish to contact The Head of Compliance, please provide all the relevant details of your concerns by email to [email protected] or by writing to The Head of Compliance at Pulse Global Services Limited, 20 St Thomas Street, London, SE1 9BF.

We have eight weeks from the date that you raised your concern to consider your complaint and, if we have not been able to resolve your complaint satisfactorily within this time, we will write to you confirming our final position on your complaint and explaining our reasons.

Legal Ombudsman

If you are not satisfied with our handling of your complaint you may, subject to the terms of the Legal Ombudsman’s Scheme, ask the Legal Ombudsman by calling 0300 555 0333 to consider the complaint. 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 or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).


  1. Professional indemnity insurance Compulsory layerWe carry compulsory professional indemnity insurance of £3 million in accordance with the requirements of the Solicitors Regulation Authority (SRA). The insurer may vary from year to year but any insurer who we use will be a Qualifying Insurer approved by the SRA. Details of our current professional indemnity insurance are available at our registered office. Our liability to you for a breach of your instructions shall be limited to £3 million. We will not be liable for any consequential, special, indirect or exemplary damages, costs or losses or any damages, costs or losses attributable to lost profits or opportunities. We will not be responsible if you decide to undertake part of the work yourself.
    Should any of our work require correction, you will allow us to do so before asking others to make such corrections.
  2. Professional indemnity insurance Limitation of Liability
    We can only limit our liability to the extent the law allows. In particular, we cannot limit our liability for death or personal injury caused by our negligence.We always recommend that complex matters and all tax matters are double checked by experts and if you wish a second opinion, then you may – and should – have our work checked by a third party of your choice or on our recommendation. Should you decide not to do so in these circumstances, the risk is yours.Please ask if you would like us to explain any of the terms above.

Equality and diversity

We are committed to promoting equality and diversity in all of its dealings with clients, third parties and employees.

Should you express racist, homophobic, male or female chauvinistic, religiously intolerant, anti-disability or anti-human rights or other anti-equality and diversity views, we reserve the right to take issue with you and to terminate our retainer, without refund.

Third Parties

We accept no responsibility in respect of any act or omission of any third party placing reliance on the performance of our services for you or on the advice given by us to you.

All information and advice of whatever nature given by us to you is for your sole use and shall not be disclosed or made available to third parties without our prior consent.

If you intend to publish or otherwise reproduce any part of the information or advice given by us to you, you hereby agree to allow us to approve the draft text prior to publication and to withhold consent. No such advice is intended to be relied upon by third parties.

Our Regulator

Pulse Global Services Ltd (trading as Pulse) is a limited liability company incorporated and registered in England and Wales. Pulse Global Services Limited is authorised and regulated by the Solicitors Regulation Authority to provide legal services. The professional rules and Principles applicable to Pulse Global Services Limited and its lawyers include acting independently, with integrity and in the best interests of their clients. In circumstances where you believe that these Principles are breached, the process by which you can raise a complaint with the SRA can be accessed at https://www.sra.org.uk/consumers/problems/report-solicitor/