COMPLAINTS PROCEDURE

COMPLAINTS PROCEDURE

Introduction


If you are dissatisfied with the service we have provided then you have the right to complain to the Legal Ombudsman service. This service has been operational since October 6th, 2010 and is ultimately responsible for ensuring that all complaints are dealt with appropriately. However, please note that, before you contact the Legal Ombudsman, you must first register an official complaint with us. The Legal Ombudsman normally expects you to give us up to 8 weeks in order to try to resolve the matter. If after this period you are still dissatisfied, you can then initiate a complaint through the  Legal Ombudsman. For more information on how the Legal Ombudsman works please visit the Legal Ombudsman website.

 

Timescales


Under normal circumstances, you are required to register a complaint within one year. If this period has elapsed, your complaint may not be considered. If a complaint is notified to us within the twelve-month period, you must then allow us up to 8 weeks in order to try to resolve your complaint. Once this period has elapsed, and if no resolution has been found, you are free to contact the Legal Ombudsman. A complaint to the Legal Ombudsman must normally be made within twelve months of the date of the conclusion of the Firm's complaints procedure. In summary:

  • You must register your complaint with us within one year

  • The Legal Ombudsman expects you to allow us up to 8 weeks in order to potentially resolve your complaint

  • After this time, you can contact the Legal Ombudsman (but must do so within 12 months of the conclusion of the Firm's complaints procedure).

Getting Started


To register a formal complaint, please write to us and include the information suggested by the Legal Ombudsman.

European Commission ODR Platform


If you have a complaint about our services but do not wish to pursue the complaint in the manner described above (or in our terms of business), you may be able to raise it through the European Commission’s Online Dispute Resolution Platform. Our email address for the purpose of the platform is client@pamelaclemo.com.

Pamela Clemo & Co | 146 Coombe Lane West  Kingston-upon-Thames  Surrey KT2 7DE
 
Telephone:  +44 (0) 208 949 8791  |  Email: client@pamelaclemo.com

Pamela Clemo & Co. Solicitors is registered with the Law Society of England & Wales & regulated and authorised by the Solicitors’ Regulatory Authority  (http://www.sra.org.uk)  SRA Number : 45134