2 min read•PDC information

Start with the concern you want resolved

If something has fallen short of what was agreed, contact info@pdc.org.uk or use the contact details in your client agreement. Mark your message “Complaint” and include your case reference if you have one. Explain the issue in your own words; a long legal submission is not needed to start the conversation.

What to include

A concise account helps the person reviewing your complaint identify the relevant agreement and correspondence. Distinguish what happened from the effect it has had on you, and say what you would consider a useful resolution.

  • Your name and a suitable way to contact you.
  • The service or case reference, and the dates that matter.
  • What you believe went wrong and which part of the agreement it concerns.
  • A short list of supporting emails, documents or invoices.
  • The outcome you are asking PDC to consider, such as an explanation, correction or review.

Keep the review focused

Ask who will be your contact for the complaint and when you can expect the next update. Keep your original message, agreement and relevant correspondence together so that the issue can be considered in context.

If you receive a response that leaves a point unclear, identify that point and explain what further information or correction you are seeking. A concise list of unresolved issues is often more useful than repeating the full history.

If you remain dissatisfied

Reply with the specific point that has not been answered, or identify information you believe was overlooked. Keep the original complaint and the responses together. A request for reconsideration is easier to assess when it states what needs to be revisited.

If you are considering an external complaint or dispute-resolution route, check whether it applies to your particular service and agreement. The relevant organisation can explain its remit and eligibility requirements.

Privacy concerns and urgent issues

For a complaint about personal information, say that it is a data protection concern. The ICO’s guidance explains how to complain to an organisation and when to approach the regulator. Contacting PDC does not remove your data protection rights.

If you believe an account or confidential document has been exposed, make that clear promptly and avoid circulating the material further. An urgent safety issue should be directed to the appropriate emergency service, not left for a routine complaints response.

Questions you may have

Can someone complain on my behalf?

A representative can help you explain a concern. PDC may need to establish their authority before discussing confidential information with them.

Should I send every document with the first message?

Start with a clear summary and an index of relevant material. Agree how any sensitive documents should be supplied.

How should I explain the outcome I want?

Say what would help resolve the issue, such as an explanation, correction or review of a charge. Identify the agreement or correspondence relevant to that request.

Sources & further reading

Check the original sources for their latest information and service terms.