Compliance with Data Protection (GDPR)
As lawyers we take the matter of confidentiality of your personal information very seriously but in order to act upon your behalf we do request personal information from you and some of that information may be shared with third parties during the course of our business with you, such as search providers, the Inland Revenue, the Land Registry and mortgage companies as an instance. Once a matter is concluded as we do not have adequate room on site, files are sent to a storage company.
Within our office we retain personal information about you, some, such as copies of your identification, because we are legally required to do so and some upon a more informal basis, for instance upon a card index where we are storing title deeds, Wills or Powers of attorney upon your behalf. We arrange for the destruction of the personal data and files at the end of any notified period and will do so without any further reference to you. The majority of files are held for a period of ten years for instance in respect of conveyancing matters but if you would like us to keep your file for a lengthier period, we will be pleased to do so provided you advise us of this at the conclusion of the matter.
You can ask at any time for details of any information that we hold about you and if any of this is incorrect then we will be pleased to update our records accordingly.
You have various rights under data protection legislation and these are set out on the ICO website www.ICO.gov.uk. Any complaints about data protection matters can be referred to them.
CLIENTS COMPLAINTS POLICY
Our complaints policy
We are committed to providing a high-quality legal service to all 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 concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. You should contact Alexa McQueen-Turner at this practice at 8 Station Road, Henley on Thames, RG9 1AY. Email: email@example.com.
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within 5 working days of receipt of the complaint, enclosing a copy of this procedure, although this is also available on our website.
2. We will then investigate your complaint. This will normally involve passing your complaint to our client care member, Alexa McQueen-Turner who will review your file.
3. We will then send you a detailed written reply to your complaint including, if appropriate, suggestions for resolving the matter. You will receive this within 21 days of our sending to you the acknowledgement letter.
4. If, at this stage, you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments.
5. We will write to you within 14 days of receipt of your request for a review, confirming our final position in respect of your complaint.and explain our reasons.
6. If we are unable to resolve your complaint, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint. If you would like more information about this service, including the time limits for taking a case to them, please contact the Legal Ombudsman directly. You can find out more about their service by visiting www.legalobmudsman.org.uk or contacting them on 0300 555 0333.
If, for any reason, we need to change any of the timescales above, we will let you know and explain the reason why.