Client Care

Law Society’s Practice Note on client care dated 16 September 2010 includes extensive guidance for solicitors in relation to communication, client care letters, terms of business and professional conduct.

These aspects are covered in my terms and conditions of business, a copy of which is available on request.

Equality and Diversity

The practice is committed to promoting equality and diversity in all its dealings with clients, third parties and employees. Please contact me if you would like a copy of our equality and diversity policy.

Professional Indemnity Insurance

The practice is insured with XL Insurance Company Limited, with cover of 3 million in respect of any one claim.

Complaints

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service I have provided then you should inform me immediately, so that I can do my best to resolve the problem.

I will then do my best to resolve any issues at that stage. If you would like to make a formal complaint, I have a detailed procedure in place which sets out how I handle complaints, and a copy of the procedure is available on request. Making a complaint will not affect how I handle your case.

The Solicitors Regulation Authority can help you if you have further concerns. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority.

The Legal Ombudsman can help you if I am unable to resolve your complaint myself. They will look at your complaint independently and it will not affect how I handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with me first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within 6 months of receiving a final response to your complaint, and
  • No more than 6 years from the date of act/omission; or
  • No more than 3 years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.

Contact details

  • Visit: www.legalombudsman.org.uk
  • Call: 0300 555 0333 between 9am to 5pm.
  • Email: enquiries@legalombudsman.org.uk
  • Post: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Data Protection

We use the information you provide primarily for the provision of legal services to you and for related purposes including updating and enhancing client records, analysis to help us run the practice, statutory returns and legal and regulatory compliance.

Use of that information is subject to your instructions, the General Data Protection Regulation and our duty of confidentiality. Please note that work for you may require us to give information to third parties such as expert witnesses and other professional advisers. You have a right of access under data protection legislation to the personal data that we hold about you.