Regulatory Policies
This page sets out all the policies of our firm as well as for usage of this website. Please click on a link below to jump to that section.
Disclaimer
The content of this website is for informational purposes only. Nothing on this site constitutes legal advice. If you require specific legal advice please contact us.
The information contained in this website is for general information purposes only. The information is provided by PELS Solicitors and while we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.
In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.
Through this website you are able to link to other websites which are not under the control of PELS Solicitors We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.
Every effort is made to keep the website up and running smoothly. However, PELS Solicitors takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.
Privacy Policy
We are committed to safeguarding the privacy of our website visitors; this policy sets out how we will treat your personal information.
How we collect and use non-personal information
Please note that when anyone visits the website, we automatically collect certain non-personal information such as the type of computer operating system (e.g., Windows or Mac OS) and browser (e.g., Safari, Firefox, Internet Explorer) being used, and the domain name of the internet service provider. We sometimes use the non-personal information that we collect to improve the design and content of the website.
No personal information is collected during visits to this website unless you specifically complete a contact form or email us via this website. Personal information shared in this manner will never be disclosed or sold to third parties.
Cookies Policy
A cookie is an alphanumeric identifier which we transfer to your hard drive through your web browser when you visit our website. It enables our own system to recognise you when you visit our website again and improve our service to you. Cookies may also be used to compile aggregate information about areas of our website that are visited most frequently. This traffic information can be used to enhance the content of our website and make your use of it easier.
Our website only uses one type of cookie, these cookies collect information about how visitors use our web site, for instance which pages visitors go to most often, and if they get error messages from web pages. These cookies don't collect information that identifies a visitor although they may collect the IP address of the device used to access the site. All information these cookies collect is anonymous and is only used to improve how our website works, and your user experience.
By using our website (through any device) you agree that this Cookies Policy applies to that use in addition to any other terms and conditions which may apply.
Complaints Handling Procedure
Complaints Policy
We are committed to proving a high quality legal service to all of our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
Our complaints procedure
If you have a complaint, please contact us with the details in writing by letter, to the Solicitor dealing with the matter.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within 14 working days of us receiving the formal complaint. If the complaints handler is on leave, then this may be up to 21 working days.
- We will then investigate your complaint. This will normally involve passing your complaint to the head of the department or the Senior Solicitor. The principal and senior Solicitor is Miss K Bachada 02476 604 409. Miss Bachada will review your file and speak to the member of staff who acted for you.
- You may then be invited to a meeting to discuss and hopefully resolve your complaint, if appropriate. This will be done within 14 working days of sending you the acknowledgement letter. This can be waived by the firm.
- Within 10 working days of the meeting, the Head of Department will write to you to confirm what took place during the meeting and any solutions that have been agreed with you. If this is not practicable, we will let you know and propose a new timetable.
- If you do not want a meeting or it is not possible, the Head of Department will send you a detailed written reply to your complaint, including the suggestions for resolving the matter, within 14 working days of sending you the acknowledgement letter.
- If you are still not satisfied you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. Any complaint must usually must be made within six months of the date of our final decision on your complaints but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or email him at enquiries@legalombudsman.org.uk
- The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. These are new rules from 1st April 2023.
- If we consider the firm or any member of our staff has been guilty of serious
misconduct then we shall report such conduct to the Solicitors Regulation
Authority in any event.
If we have to change any of the timescales above, we will let you know and explain why.
We take every complaint seriously and will use your complaints to review our
processes and improve our service.