Pellmans LLP Complaints Policy
Our Complaints Policy
We want you to be happy with the service that you have received from
Pellmans LLP but sometimes things do go wrong. Our Complaints Procedure
is designed to help you bring your dissatisfaction to our attention
so we can look at what has happened and provide you with an explanation.
You will not be charged for the work involved in investigating a complaint
made by you.
Details of the Complaints Procedure are set out below:
Who to contact
We have a two stage internal complaints procedure details of which appear
below. If we are unable to resolve your complaint through our internal
procedures you can then contact the Legal Ombudsman who is independent
and impartial and who has official powers to resolve complaints. Details
of how to contact the Legal Ombudsman also appear below.
Initially you should contact the person about whom you are complaining
who will try to resolve your complaint. In the event that it is not
appropriate or you do not wish to contact them directly, or you are
unable to resolve your complaint with them, you should contact Joanna
Pellman, Solicitor, the Complaints Member of the firm to discuss the
person who is the subject of your complaint.
If Joanna Pellman is unable to resolve your complaint (or if she is
the subject of the complaint) you can then refer the complaint to Gavin
Clark or Adrian Pellman.
If Gavin Clark or Adrian Pellman is unable to resolve your complaint
you can then contact the Legal Ombudsman (unless Joanna Pellman is the
subject of the complaint when you can contact Ian Pellman and if he
is unable to resolve your complaint you can contact the Legal Ombudsman).
You can also contact the Legal Ombudsman if 8 weeks have passed since
you first made your complaint and your complaint remains unresolved.
How to make contact
Complaints can be made by telephone, letter, fax and e-mail. Usually
if your complaint cannot be resolved by the person who is the subject
of your complaint we will ask you to put your complaint in writing.
Our Complaints Members contact details are: Joanna
Pellman, Pellmans LLP, Solicitors, 1 Abbey Street, Eynsham, Witney,
Oxfordshire OX29 4TB Telephone 01865 884400 Fax 01865 884411 email
The Legal Ombudsmans contact details are: The Legal Ombudsman
PO Box 6806, Wolverhampton, WV1 9WJ, Telephone 0300 555 0333, email: email@example.com,
When to make contact
You should contact us as soon as you have a concern about an issue.
You should not normally contact the Legal Ombudsman until we have attempted
to resolve your complaint through our internal procedure or until 8
weeks have passed since the date when you first made your complaint.
We do not however wish to discourage you from contacting the Legal Ombudsman
for further information and advice should you wish to do so.
The Legal Ombudsman asks that you contact them within 6 months of your
last contact with us, failing which the Ombudsman may be unable to deal
with your complaint.
The Legal Ombudsman will not accept complaints where the matter complained
of or your date of awareness of the matter was before 6 October 2010.
Subject to that the Legal Ombudsman will accept complaints in respect
of matters which occurred up to 6 years ago, although that 6 year period
is reduced by 3 years from any date when you should have known about
If a complaint is made to the person who is the subject of your complaint
they will try to resolve this with or refer the matter to the Complaints
If a complaint is made to our Complaints Member she will
acknowledge your complaint within 3 working days
provide a substantive response to your complaint within 28 days
If we have to change any of these timescales we will let you know and
If you complain to the Legal Ombudsman they will contact you with their
timescale for resolving your complaint.
How we deal with your complaint
If your complaint can be resolved by the person who is the subject of
your complaint this may, in simple matters, be done by telephone but
will otherwise be by letter or by email.
Complaints made to our Complaints Member will normally be dealt with
An investigation into your complaint will involve a detailed look at
your paper and/or electronic file. We will discuss your complaint with
the person who is the subject of your complaint and anyone else who
may have been involved in the matter which is the subject of your complaint.
Our Complaints Member (or Gavin Clark in the case of complaints regarding
the Complaints Member) will write to you with a detailed response to
all aspects of your complaint. This will include any proposals for resolution
of your complaint.
Once our Complaints Member (or Gavin Clark in the case of complaints
regarding the Complaints Member) has written to you in an attempt to
resolve your complaint you can, if you wish, contact her (or him) to
discuss matters further. If you are unhappy with our proposals to resolve
your complaint you can contact Gavin Clark or Adrian Pellman, or in
Joanna Pellmans case Ian Pellman and, if dissatisfied still, (or
if 8 weeks have elapsed since you made your complaint) you can at this
stage contact the Legal Ombudsman. Remember to do so within 6 months
of your last contact with us.
The Legal Ombudsman will only usually involve themselves in complaints
once a solicitors internal procedure has been fully exhausted.
The time limit for you to complain to the Legal Ombudsman is 6 months
from the conclusion of our complaints procedure. We will remind you
of this information at the end of our complaints procedure.
The Department for Business, Innovation and Skills has confirmed that
the following Alternative Dispute Resolution (ADR) entities are currently
available to deal with disputes in the legal services sector: Ombudsman
Services, ProMediate and Small Claims Mediation in the event you wish
to engage in mediation concerning your complaint. However, we will not
be agreeable to engage in ASDR mediation until such time as the Legal
Ombudsman is approved to be an approved ADR provider.