Some of the information you supply to us in connection with your claim (including your personal information) will be held in electronic and/or manual format.
The information you disclose to us may include the following: your name, address, contact details, date of birth, details of the circumstances of the claim or incident and any damage, injury or loss suffered by you, National Insurance number, employment and GP details including records held by your employer and GP.We will use the information you provide to us for the following purposes:
We will keep your personal information confidential and will take appropriate measures to protect it against loss, theft or misuse and to safeguard your privacy.
In the course of providing our services to you, we may need to communicate your personal information (including sensitive information such as information related to your health for example) to parties involved in your claim including but not limited to:
In dealing with your claim, we may also transfer your information to people providing us with support and administrative services for the more efficient processing of your claim. Your details will be processed in each case in strict confidence and we have set up adequate measures to ensure that your privacy is protected when transferring your data to third parties for the purposes of providing our services to you.
If after providing us with your personal information it becomes apparent we are unable to offer our service to you, we may pass your details to another company in order that they may attempt to secure legal representation for you.
By formally appointing us to act on your behalf you agree to the processing of your personal data (including where relevant your sensitive personal data) for the purposes described above.
For any of the above purposes, we may transfer some or all of your personal data to countries outside the European Economic Area ("EEA"). Countries outside the EEA may not have data protection laws as comprehensive as those that exist in the EEA. We have, however, taken steps to ensure that data is held securely where it is transferred to our service providers outside the EEA.
Under the Data Protection Act 1998, you have a right to access your personal information held in our records, whether electronically or manually [we may charge a fee of a maximum of £10 for this]. You should contact us should you wish to have access to this information. We also recommend that you advise us should we need to update or complete any of our records containing your personal information.
If you have any queries, please contact the Compliance Partner, Stewart McCulloch.
In general you may visit our website without providing us with any personal information. However, there are times when we may need information from you, which includes your internet address so that we can track unique visits to our site for analytic purposes.What is the new law?
'_utma', '_utmb', '_utmc' and '_utmz'
These are used by Google Analytics to anonymously count visits to the site and tell us patterns in how the user moves around the site, again enabling us to make the site better.Third party cookies
Cookies for certain other services (e.g. Facebook, Twitter, AddThis) are set by the embedded content. We don't control these cookies so for more information we advise you to check those services' cookie policies.
The open nature of the internet is such that data may flow over networks without security measures, and may be accessed and used by people other than those for whom the data is intended. While this is out of our control, we aim to apply appropriate levels of security at all times.
Our website uses Secure Socket Layer (SSL) to enhance security when entering sensitive data while requesting an online quote. SSL is the industry standard technology for protecting and maintaining the security of message transmissions over the internet. When you enter sensitive data from secured sites, encryption will scramble your data into an unreadable format to inhibit unauthorised access by others.
We aim to offer all our clients a friendly and efficient service however we do accept that, from time to time clients may wish to express concern about the legal process or the service provided by our firm or our professional service providers. If for any reason you are unhappy about any aspect of your representation please make initial contact with your Legal Representative or the Manager responsible for the team who has conduct of your case. Full contact details can be found on all communications sent to you by our firm.
If the Legal Representative or Manager is not able to resolve the matter to your satisfaction, or you consider it inappropriate to contact that individual, then we would ask that you contact the Customer Services Team to discuss your concerns.The Customer Services Team can be contacted by the following methods:
The complaint will be dealt with in accordance with the firm’s complaints procedure which is detailed below:
If, for whatever reason, you feel unable to make the complaint personally we are able to accept complaints from another person but, in the absence of express verbal or written consent from you, we will not be able to discuss the details of your case with them. Our response will be directed, in writing, to you. You may wish to consider letting us have specific instructions to deal with another person in these circumstances.Step 1 - On Receipt of Your Complaint:
On receipt of your complaint our Customer Service Team will acknowledge it and may attempt to resolve the issues with you informally over the telephone if this is appropriate.
If your complaint cannot be resolved in this way or if the Customer Service Team feels that a more thorough investigation is needed, your complaint will proceed to Step 2 of the complaints procedure.Step 2 – Our Formal Response:
Whilst we aim to respond to you within 21 days, as per the guidelines set by the Legal Ombudsman, we have 8 weeks from the date that we receive your complaint to resolve it to your satisfaction. If upon receipt of our final formal response or upon expiry of the 8 week period you remain unhappy, you are entitled to refer the matter to the Legal Ombudsman whose details can be found at the bottom of this page. However, we will always be happy to discuss the issues with you further if you wish to do so prior to taking this step.Normally, you will need to bring a complaint to the Legal Ombudsman within:
The Legal Ombudsman will not however accept complaints where the act/omission or date of awareness was before 6th October 2010.
Where you have followed our complaints procedure, the time limit for pursuing a complaint to the Legal Ombudsman is no later than six months from the date on which you received a definitive response to your complaint from this firm, or from the last day of the eight week period, whichever is the earlier.
There are exceptions to the eight week and six months rules. For information relating to those exceptions, please refer to the scheme rules on the Legal Ombudsman website. Legal Ombudsman contact details:The Legal Ombudsman can be contacted in the following ways: