COMPLAINTS HANDLING 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 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 at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure. Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you 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.

You can raise your concerns with the Solicitors Regulation Authority

(https:sra.org.uk/consumers/problems/report-solicitor.page ]

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 9am and 5pm.

e-mail: enqjiries@legalombudsman.org.uk

Post: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ

Complaints Handling 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.

If you have a complaint, please contact us with the details.

What will happen next?

  • We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally involve passing your complaint to our designated complaints person, Peter Scott, who will review your matter file and speak to the member of staff who acted for you. [In the event that the complaint relates to Peter Scott the matter will be investigated by Clive Farndon who is a partner at the firm].
  • Peter Scott [or Clive Farndon] will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
  • Within three days of the meeting, Peter Scott [or Clive Farndon] will write to you to confirm what took place and any solutions he has agreed with you.
  • If you do not want a meeting or it is not possible, Peter Scott [or Clive Farndon] will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  • At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm or, if we both agree, another local solicitor or someone trained in mediation to review the decision.
  • We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

· If we have to change any of the timescales above, we will let you know and explain why.

We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

Complaints to the Legal Ombudsman (LeO)

Who can make a complaint to LeO?

Members of the public who have a problem with their legal service provider can complain to LeO. The Legal Ombudsman prefers that you approach them directly, but you can ask a friend, relative or anyone else to get in touch for you. If you use another service provider to complain to LeO, the service provider may charge you a fee. If you want another person to act on your behalf you will need to advise LeO that the person has your permission to speak to the Legal Ombudsman directly.

You can also complain if you are, or represent, any of the following:


(a) A business or enterprise that was a micro-enterprise when you made a complaint to the service provider;


(b) a charity with an annual income net of tax of less than £1 million when you made a complaint to the service provider;
(c) a club, association or organisation, the affairs of which are managed by its members or a committee or committees of its members, that had an annual income net of tax of less than £1 million when you made a complaint to the service provider;
(d) a trustee of a trust that had an asset value of less than £1 million when you made a complaint to the service provider;
(e) a personal representative or a beneficiary of an estate of a person who, before he/she died, had not made the complaint to the Legal Ombudsman.

For (e) above the condition is that the services to which the complaint relates were provided by the service provider to a person who has subsequently died; AND had not, by his or her death, already referred the complaint to the Legal Ombudsman.

Legal Ombudsman cannot help if you have a disagreement with another beneficiary or executor.

Timescale for complaining to LeO:

Ordinarily, you can ask LeO to look at your complaint if it meets ALL three of the steps below:

  1. The problem or when you found out about it, must have arisen after 5 October 2010;
  2. You are referring your complaint to the Legal Ombudsman within either of the following: six years of the problem happening or three years from when you found out about it, and;
  3. You are referring your complaint to LeO within six months of our final response to the complaint.

If your complaint does not meet all of these time limits LeO may not be able to investigate it.

Contact details for the Legal Ombudsman:

P O Box 6806

Wolverhampton

WV1 9WJ

Telephone: 0300 555 0333 (from 8.30am to 5.30pm)

By minicom on: 0300 555 1777

From overseas: +44 121 245 3050

E-mail: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk


Data Protection and the Firm's Privacy Policy

1.1 Andersons Solicitors takes data protection seriously and safeguarding the privacy of visitors to our Website is important to us. This Privacy Policy explains how we use any personal information we may collect when you visit the Website. It also explains our use of cookies and tells you haw to contact us if you have any queries about how we use your personal information. Use of our Website and/or by registering for any services we offer through will be taken as confirmation that you understand and accept that your personal information may be used by us in the manner described below.

1.2 Please note that Andersons Solicitors is registered as a Data Controller with the Information Commissioner (ICO) - registration number Z2085312. The types of personal data that we process are listed under our registration records. All information that we hold concerning you as an individual will be held and processed by us strictly in accordance with the provisions of the Data Protection Regulations. Any issues or concerns you may have with regard to your confidentiality, privacy and data protection should be referred to our Data Protection Officer at our registered office. You are entitled to lodge a complaint with the ICO if you believe we have mishandled your personal data. Please refer to the ICO' s website for further details of their complaints handling process; https: //ico.org.uk/for-the-public/

1.3 Links to other websites

1.3.1 You should note that this Privacy Policy relates only to our Website. Therefore, any link(s) from our Website to other third party sites are for reference and convenience purposes only and do not in any way imply endorsement of the content of the site, the website site provider or the manner in which your personal data is handled by the third party.

1.4 Information collected and how we use it.

1.4.1 When you access or sign up to any of our Firm' s information services; including online quotes, etc., we may collect and process personal information such as your name, address, telephone number, e-mail address, IP address and other information relating to you.

1.4.2 We will store and use your personal information for specific purposes, for example; providing legal services or advice and information as requested by you; providing you with further information about our products and services; administering and maintaining our relationship with you and for auditing usage of the Website. Your information will not normally be disclosed to third parties except where this is necessary and to comply with service obligations to you or where we are obliged or permitted to do so by law.

1.5 The firm does not use any web intelligence software or collect any personal data about users of the Website other than aggregated data which is used to help the firm improve the quality of the Website . No information about you is

stored by us or transmitted by us to any third party.


1.6 Please note that when you make an enquiry with us either by e-mail or telephone we may keep a record of the information that is supplied. We will store this data securely on our system and in line with our retention policy.

1.7 Security

1.7.1 The Firm has policies and technical measures in place to safeguard and protect your personal information against unauthorised access, accidental loss, improper use and disclosure. However, the internet is not secure and although we use our best endeavours to protect your personal information the transmission of your data to us is done so at your own risk.

1.8 How we use cookies

Our online services use cookies, a small text file originating from us and stored by your computer. The cookie file helps identify you and any particular interests or preferences you express, making your future Website visits more efficient, but it does not store any personal information. Save for the use of cookies, we do not automatically log data or collect data. You can set your computer browser to reject cookies but this may preclude your use of certain parts of our Website.

1.9 Your- rights

1.9.1 You are entitled to access any personal information that this Firm may hold about you for the following reasons: to correct any information which we hold which may be inaccurate; and/or to request that we stop using your personal information for marketing purposes. Any request to access your personal information should be put in writing and be directed to the Data Protection Officer at our registered office. We will comply with your access request without delay and in any event within one month. We will provide you with access to your personal information which we hold free of charge, although we may charge you or refuse a request for such information if it is deemed to be manifestly unfounded or excessive. If we refuse a request, we will tell you why and how you may complain about our decision.


GENERAL DATA PROTECTION REGULATION PRIVACY NOTICE

1. Andersons Solicitors ("Andersons") provides expert legal advice to businesses, families and individuals, from our office at Regent House, 13-15 Albert Street, Harrogate HG1 2JX

2. The Privacy Notice provides information about the personal information we process as a data controller in compliance with the General Data Protection Regulation (GDPR).

3. Our ICO registration number is Z2085312

What personal data do we process?

4. The personal data we process include

• Names, contact details and dates of birth;

• Identity documents;

• Financial information;

• Health information;

• Family information;

• Information about race, ethnic origin and sex;

• Curricula vitae, references and appraisals

Why do Andersons process personal data and what is the legal basis for doing so?

5. We process the personal data of client individuals who instruct us to provide legal advice or represent them in connection with a legal dispute. Our contract with the individual provides the legal basis for us processing this information.

6. The Money Laundering Regulations 2017 require us to check the identity of individuals before they instruct us. We retain copies of documents used to carry out these checks in accordance with the provisions of the Regulations.

7. We may also process the personal information of other individuals who are not our clients, since it is in our legitimate interests as a firm of solicitors to do so. In other words, we need this information in order to carry out our legal work.

8. The processing of any special category personal information, such as health records or information concerning race, ethnic origin or sex are processed lawfully since they fall within the legal claims exemption.

9. We hold the personal data of employees pursuant to their Contract of Employment. Any health information is lawfully processed in order to assess working capacity.

10. Occasionally we may hold personal data pursuant to the individual's consent, such as data held on our client relationship management system. Where consent has been given, it may be withdrawn at any time by contacting Clive Farndon who is the firm's Data Manager. The­ mail address is set out below.


Whom do we share personal data with?

11. We share personal data internally strictly on a need to know basis.

12. Special category data, personnel files held electronically and hard copy personal data are stored securely with restricted access.

13. We do not share personal data with anyone external to the firm other than with IT and other support providers, pursuant to GDPR compliant contracts. Our contractors are subject to a duty of confidentiality.

How long does Andersons keep personal data for?

14. We keep personal data in accordance with our internal retention procedures, which are determined in accordance with our regulatory obligations and good practice. These retention periods depend on the nature of the information and are subject to change.

If you have any questions in this regard, or any concerns about how long we keep your information for, please contact us using the details below:

Your rights

15. We are committed to protecting your rights to privacy. They include:

• Right to be informed about what we do with your personal data;

• Right to have a copy of all the personal information we process about you;

• Right to rectification of any inaccurate data we process, and to add to the information we hold about you if it is incomplete;

• Right to be forgotten and your personal data destroyed;

• Right to restrict the processing of your personal data;

• Right to object to the processing we carry out based on our legitimate interest.

16. Personal data that are covered by legal professional privilege, and personal data hat we process so as to provide legal advice or representation may fall outside these rights. In other words, we may not be able to accede to data subject requests concerning these categories of data, and/or we may no longer be able to continue acting on your behalf.

Information Commissioner's Office

1. If you have questions, requests or concerns about the way your personal information has been processed, please contact Clive Farndon at the above address or clive@andersons-law.co.uk.

2. Alternatively, you may contact the Information Commissioner's Office on 0303 123 1113


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