We will refer to this website, www.compasscosts.co.uk as “our website” in this policy.
Compass Costs Solutions is a trading name Slater and Gordon UK Limited an is part of the Slater and Gordon Group which also includes our other entities providing, claims management, health, motor solutions (“Slater and Gordon”, “we”, “us”). We take privacy and confidentiality very seriously. We comply with the Data Protection Act 1998 and related data protection legislation, including the EU General Data Protection Regulation. This policy explains how we use the information and personal data about those who visit our web-site, provide us with information about a potential claim, and about those who subscribe to our email updates.
By visiting our website and submitting information to us, you consent to our using your personal data and/or information in accordance with this policy. If you are a client of the firm, we may use information about you in different ways. Further information about this is available on request.Electronic information
Some information about our website users is collected automatically and this may be used by us to monitor and analyse how our site is used by visitors. The process does not, however, identify any individual person using the site. We do not collect cookies.Your personal information
We invite you to provide personal information by filling in our request a call back forms, claim forms, by email or to subscribe to our mailing list(s).Purpose of Processing
We will use the personal details you provide us in accordance with your request and/or to provide you with information about legal developments, news or events if you have subscribed to these.Disclosure to third parties
We will only disclose your personal information to suppliers who process information on our behalf. We will not disclose information on your claim to anyone without your prior approval, unless we are legally required to do so, or in the event of the sale of the business and/or assets of Slater and Gordon UK Limited.Accessing and updating your information
You have the right to access information we hold about you. Please email our Data Protection Officer at firstname.lastname@example.org if you wish to make an access request, if you would like to update or amend the information we hold about you or if you have any other queries about this policy.
If you change your mind and no longer wish to receive information or email updates, you can click on the ‘unsubscribe’ link on any email received by you from us or notify us of this by contacting our digital team at email@example.com.How long we’ll keep the information
We will keep the personal information you provide for as long as it is reasonable and necessary for the purpose of the processing. If we open a file and you become our client, the personal information will be kept in our line with the statutory obligations.Security
Information is transmitted over a secure link, using 128 bit encryption. Our security measures include the use of intrusion detection systems. The internet is not a secure medium. Therefore, although we have endeavoured to protect the security of the information we collect and process, we cannot ensure the security of data transmitted to or from our website via the internet. Any transmission is at your own risk (including the sending or receiving of email messages). Where you are provided with any confidential information (including a user ID or password), you must not disclose such information to any third party.Governing law
This website and your use of it is governed by the laws of England and Wales. In accessing this website you agree that any dispute about its use will be determined only by the courts of England and Wales. Please note that this policy does not create any contractual or other legal rights. We may change this policy at any time by updating this page, and therefore recommend you check this page from time to time to ensure you are referring to the current policy. Your continued use of our website, following the posting of any changes, indicates your acceptance of such changes. This policy is effective from 1 May 2018.Complaints
For more information about this policy, or if you would like to make a complaint, please contact firstname.lastname@example.org.
We will endeavour to resolve any of your concerns or complaints, however if we are unable to do so to your satisfaction, you can contact the Information Commissioner’s Office (ICO), the website is www.ico.org.uk or telephone 0303 123 1113.
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.
Customer service is fundamental to everything we do
We know that using legal services can be daunting, and aim to make the process as straightforward and personable as we can. We aim to deliver a first class service every time and want your experience with Compass Costs Solutions to be a positive one.
Sometimes things don’t go as expected though and we welcome complaints as an opportunity to review and improve our service. If something is wrong, we’re committed to fairly and transparently investigating it in order to resolve matters to your satisfaction. Please raise any customer issues or service complaints, and we’ll endeavour to resolve them for you as swiftly as possible.During your case
At each stage of your case, we’ll provide the name and contact details of the person responsible for it, together with the details of who supervises them. If you have any concerns, or an aspect of our service is less than you’d expect, we’d like to hear from you immediately. In the first instance please contact the named Supervisor by phone, email or in writing. The Supervisor will look to resolve matters informally with you, within two days (excluding weekends) of your contact.Initial concerns
In most cases, an informal chat with the Supervisor will resolve your concerns. If it doesn’t, you can formalise your complaint or speak with someone other than the Supervisor. Our Client Care team can record everything you’re unhappy about and recommend the best solution for you.
You can contact the Client Care team by:
Phone: 0800 1952 489
Post: Client Care, Compass Costs Solutions, Royalty House, 10 King Street, Watford WD18 0BWWhat we need to know
To direct your complaint correctly, it would be helpful when contacting us if you could provide the following:
If, after exhausting our escalation process, your complaint is not resolved to your satisfaction, or the eight week period has expired without our final response, you’re entitled to refer your complaint to an Ombudsman Scheme or for Alternative Dispute Resolution (ADR). However, we’ll always be happy to discuss your issues further if you wish to do so, prior to taking this step.
For complaints about our service, including billing issues, you may contact the Legal Ombudsman:
Phone: 0300 555 0333
Post: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9W
If your unresolved complaint relates to an insurance policy covering your case, you may contact the Financial Ombudsman Service:
Phone: 0800 023 4567
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SRAlternative Dispute Resolution (ADR)
This is a form of mediation similar, but separate to, the Legal Ombudsman. Companies exist who may be competent to mediate in some disputes but you’d need to obtain our express prior permission to use such a company. This doesn’t apply to contacting the Legal Ombudsman, which you can do at any time. You can find out more about ADR online.Time limits
The Legal Ombudsman aims to resolve complaints and assist clients and their solicitors to reach a mutual agreement. There are, however, time limits for submitting complaints to them. These time limits also apply for referrals to the Financial Ombudsman Service:
The Legal Ombudsman won’t accept complaints where the act/ omission or date of awareness was before 6 October 2010 though.
If your complaint is about your bill, you may have a right to apply to the court for an assessment under Part III of the Solicitors Act 1974. There are strict time limits applicable and you may wish to seek independent legal advice:
The Legal Ombudsman may not consider a complaint about a bill if you have applied to the court for such an assessment.