COMPLAINTS PROCEDURE

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Introduction

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If you wish to make a complaint in relation to the services yo have received from Pamela Clemo & Co, please write to the Senior Partner. Letters should be addressed to: Pamela Clemo & Co, 146 Coombe Lane West, Kingston upon Thames

Surrey, KT2 7DE.  You may also email us at client@pamelaclemo.com

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Next Steps

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• We will reply you acknowledging your complaint. Depending upon the contents of your initial correspondence, we may ask you to provide additional information or further explain some elements of the complaint. You would normally receive our initial reply within seven days of receipt of your correspondence.

• You complaint will be recorded in our central register and a file will be opened.  This will again normally be done within seven days of receiving your complaint.

• We will start to investigate your complaint promptly and usually aim to complete our investigations within 21 days.  In some cases, the process may take longer. This might be the case if files have been archived or the issues are particularly complex. In all cases, we would aim to conclude our investigation within 10 weeks of your complaint being received.

• Following the conclusion of our investigation, we will contact you to discuss our findings and hope that the complaint can be resolved at this stage.

• If you feel there are further points to address, you can inform us of these at this stage in writing and we will take them into account with a final review.  We will then write to you setting out our final position and explaining our reasons. This will normally be done within seven days.

• In the event that the above timescales change, we will contact you and explain why.

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Alternative Dispute Resolution

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Alternative dispute resolution (ADR) bodies exist which are able to deal with complaints relating to legal services. This avenue can be used if both parties ( in this case, you and our firm) wish to make use of such a scheme.  As a general rule,

we do not adopt this approach but would consider each case on its merits.

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The Legal Ombudsman

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Having explored our complaints procedure as set out above, in the event that you remain dissatisfied, you can refer your complaint to the Legal Ombudsman. This should be done as soon as possible and in any event within 6 months of our final communication to you about your complaint. The Legal Ombudsman normally expects the law firm’s complaints process to be exhausted before considering a complaint.

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More information can be found at The Legal Ombudsman website is www.legalombudsman.org.uk.  Please note that this service is currently only available for individuals, small businesses, charities and similar organisations.  Also be aware that time limits apply. The Legal Ombudsman will accept a complaint 6 years from the date of the act or omission or 3 years from when you should have known about the complaint provided that date is not before 6 October 2010.

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You may contact: The Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ; telephone number: 0300 555 0333; 
email: enquiries@legalombudsman.org.uk

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The Solicitors Regulation Authority

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Information relating to reporting concerns about an individual or a firm to the Solicitors Regulation Authority (SRA) is available on the SRA website (www.sra.org.uk).  Please note that the SRA does not deal with complaints about poor service. They may be contacted at: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham
B1 1RN; telephone number: 0370 606 2555;