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We fully recognise that you expect and are entitled to privacy.
Your personal information/data is held securely and used/shared by us:-
- To communicate with you
- To offer and provide services to you
- As required by law
- We wish to ensure that all our clients are satisfied with the service we provide. Any complaint that we have failed to act in accordance with the high standards that we set ourselves will be investigated thoroughly by us.
- All complaints should be made in writing, where possible.
- Complaints should be addressed to the Senior Partner and marked “Private and Confidential”.
- The Senior Partner will investigate the complaint and, in doing so, will call for the relevant file and documents and, where appropriate, will interview the person about whom the complaint has been made. He may also ask you for clarification of the complaint and for such documentary evidence as you may have.
- The Senior Partner will try to respond in writing to any complaint within 21 days, although this period may be longer in the case of holidays and/or if documents cannot be accessed speedily.
- Before writing to you, the Senior Partner may wish to discuss your complaint with you, in which case he will ask you to contact him to arrange a mutually convenient meeting.
- If it is inappropriate for the Senior Partner to investigate a complaint e.g. because it involves his work, the complaint will be investigated by the second Senior Partner as shown on the firm’s notepaper in exactly the same way.
- Your right to complain to the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ (Tel No 0300 555 0333, email: firstname.lastname@example.org) and/or your legal rights generally, remain unaffected by this procedure. If you wish to complain to the Legal Ombudsman you must do so within six months of a final decision by us.