PRIVACY

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.

COMPLAINTS

CLIENTS COMPLAINTS POLICY

Our complaints policy

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

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues . If you would like to make a formal complaint.

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: info@mcqueenturner.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.

 What to do if we cannot resolve your complaint

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

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

• Within six months of receiving a final response to your complaint

and

• No more than six years from the date of act/omission; or
• No more than three 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 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. 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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.