PELLMANS

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Pellmens Solicitors / Eynsham / Oxfordshire
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Pellmens Solicitors / Eynsham / Oxfordshire


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 Member’s 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 Ombudsman’s contact details are: The Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ, Telephone 0300 555 0333, email: enquiries@legalombudsman.org.uk, Website www.legalombudsman.org.uk


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 the matter.


Timescales
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 Member

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 explain why.

If you complain to the Legal Ombudsman they will contact you with their timescale for resolving your complaint.
How we deal with your complaint


STAGE ONE
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 in writing.

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 Pellman’s 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.


STAGE TWO
The Legal Ombudsman will only usually involve themselves in complaints once a solicitor’s 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.

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©2019 PELLMANS SOLICITORS, 1 Abbey Street, Eynsham, Witney, Oxfordshire, OX29 4TB
Pellmans Solicitors is the name of the legal practice carried on by Pellmans LLP which is a Limited Liability Partnership registered in England and Wales under number OC373200.
It is authorised and regulated by the Solicitors Regulation Authority number 611870. The term “partner” is used to refer to a member of Pellmans LLP.