Regulatory information

Wright Hassall LLP is a Limited Liability Partnership – Registered in England & Wales No. OC315843

Registered Office: Olympus Avenue, Leamington Spa, Warwickshire CV34 6BF England.

Authorised and regulated by the Solicitors Regulation Authority under practice number 427848. The rules of the Solicitors Regulation Authority can be accessed at www.sra.org.uk/solicitors/code-of-conduct.page

A reference to a partner of Wright Hassall LLP means a member or an employee, with partner status, of Wright Hassall LLP or Wright Hassall Leamington Limited. A list of partners is available for inspection at the Registered Office. 

Financial Services and Markets Act 2000

The firm is not authorised under the Financial Services and Markets Act 2000, but we are able in certain circumstances to offer a limited range of investment services to clients because we are members of the Law Society. We can provide these investment services if they are an incidental part of the professional services that we have been engaged to provide.

Privacy policy

Confidentiality and Data Protection

This privacy policy sets out how Wright Hassall LLP will process your personal and special category data that you may provide us with, or that we may collect from you when you visit our website and/or engage our legal and consultancy services. Please read the following policy carefully to understand how we will manage your personal and special category data.

Wright Hassall LLP is defined as a data controller under the GDPR and Data Protection Act 2018 and is registered with the Information Commissioner’s Office (ICO) under Z5507739. Wright Hassall only collects or uses personal information for those purposes indicated in our notification with the Information Commissioner’s Office.

The information we collect

We process personal data including but not limited to:

  • Name, address and contact details
  • Correspondence with you, such as any information that you have provided
  • Information pertaining to your personal circumstances
  • Information regarding living individuals (e.g. customers / suppliers, staff)
  • Financial details
  • Data provided to prove your identity or the identity of shareholders and directors.

We process sensitive data special category data such as:

  • Racial or ethnic origin
  • Political opinions
  • Religious or  philosophical beliefs
  • Trade union membership 
  • Genetic data
  • Biometric data  
  • Data concerning Health
  • Data concerning a natural persons sex life or sexual orientation

Legal grounds for processing your information

We will rely on the following legal bases under the General Data Protection Regulation to process your personal data:

  1. Consent
  2. Performance of a contract
  3. Legal obligation
  4. Vital interest
  5. Public interest or exercise of official authority
  6. Legitimate interests pursued by the controller or third party

Our contact details

If you have any questions our contact details are:

Address:          

Wright Hassall LLP
Olympus Avenue
Leamington Spa
CV34 6BF 

Telephone:       
01926 886688

Email:              
compliance@wrighthassall.co.uk

We also have a Designated Data Protection Officer, who is responsible for data compliance issues.  Their contact details are:

Telephone:       
01926 880709

Email:              
ian.besant@wrighthassall.co.uk

How we use information

We may gain information about you from your use of this website. It may be ‘voluntary information’ information that you provide to us such as personal data, (e.g. contact details or information contained in an employment application form) or ‘involuntary information’ information that we gather through our monitoring of visits to this website.

Involuntary information will not generally identify individual visitors to our website and is mainly statistical. It will be used mainly to improve the website and its navigability, and to identify areas that are of most interest to visitors.

Where visitors are identified they can be either individuals in their own right and/or organisations that already have relationships with us, and the information we gain will be used in developing those relationships and improving the services we provide.

The information obtained will be retained and utilised in accordance with all applicable laws in particular, the Data Protection Act 2018 and the General Data Protection Regulation, in accordance with which we will maintain and protect the confidentiality of your information.

Navigating and using our website will not normally require you to provide personal data although, you may need to provide personal data if you would like to use other services available on the website. We are the sole owner of the data collected and will not transfer, trade, sell or share the data.

We will only use the personal data supplied for the purposes set out in this privacy policy: the personal data will be used for our technical and client administration, as well as to deliver a contractual legal service. We may use the data if required to do so by law and for legitimate grounds as a data controller.

We will use the information to improve our services and for marketing purposes only where a person/organisation has supplied explicit consent. Further, we will use your data to respond to your enquiries, provide you with legal and non-legal services and manage your relationship with us.

Marketing

We may collect your name and contact details (such as your email address, phone number or address) in order to send you information about our services which might be of interest to you.  We may collect this directly from you, or through a third party.  If a third party collected your name and contact details, we will process your professional data based on legitimate interests to send you a fair processing notice and then respect any communication preferences given to us.

You have the right to opt-out of receiving our marketing information.  You may exercise the right at any time by contacting us at: !sales&marketing@wrighthassal.co.uk. If we send you any marketing emails we will always provide an unsubscribe option to allow you to opt-out of any further marketing emails. If you opt-out you will be added to our suppression list to ensure we do not accidentally send you further marketing information.  When unsubscribing from any postal marketing, you may initially still receive some content which has already been printed or sent, but we will remove you from any future campaigns.  We may still need to contact you for administrative or operational reasons but we will make sure that those communications do not include direct marketing.

If you are an existing client or acting as a business we use your contact details as necessary for our legitimate interests in marketing to you and maintaining a list of potential clients.

We never share your name or contact details with third parties for marketing purposes.  We do use third party service providers to send out our marketing material but we only allow them to use that information on our instructions and where they have agreed to treat the information confidentially and to comply with the data protection legislation.

We will retain your details on our marketing list until you opt-out at which point we add you to the suppression list.  We keep the suppression list indefinitely to comply with our legal obligations to ensure we do not accidentally send you any more marketing material.

Google Analytics

We use Google Analytics features for Display Advertising. You can opt-out of Google Analytics and disable tracking using the Google Analytics Opt-Out Browser Add-on. We use the data provided by Google Analytics Demographics to develop our website and content in line with our users’ interests.

Cookies Notice - if you continue to use our site we may assume that you agree to our use of cookies

Registration for events

Registration forms may need to be completed in order for you to attend, or show your interest in attending, an event. We may ask you to consent to provide personal data regarding your name, company name, email address and postcode. This information enables us to contact you about the events in which you have expressed an interest. These details will be added to our current contact database and used to identify areas where we can improve our services. You may be taken to third party websites to register and/or make a payment for attending the event. We cannot be responsible for third party websites; we recommend you ensure you read the privacy statements when you visit third party websites.

E-bulletins/ legal research and sector wide newsletters

We will only provide you with e-bulletins / legal research and sector wide newsletters that you have consented to receiving. This will either be through you positively consenting on our subscription forms by ticking a box stating, for example, you wish to receive the employment e-bulletin via email or you have directly contacted us requesting a subscription or in pursuit of our legitimate interests. If you would like to unsubscribe to receiving updates sector please email !Sales&Marketing@wrighthassall.co.uk.

Prospective clients

We will assume, unless notified of the contrary before the information is provided to us and we approve the position, that data provided by a prospective client or an existing client concerning a prospective matter:

  •  does not carry confidential obligations that are owed to a third party or
  •  is not given in breach of any confidential obligation owed to a third party or
  •  is not confidential and so that we would not be barred from acting for other individuals.

Links and IP addresses

Our websites contain links to various third party websites. We are not responsible for the content or privacy practices of any external websites that are linked from our sites.

We use IP addresses in order to assess patterns, gather broad demographic information for aggregate use, track visitors to the website’s movements, and to manage our website. We do not link the IP addresses with any identifiable personal information.

Applying to work at Wright Hassall

We have a separate privacy policy relating to applications for work.

Information collected at our premises

We collect information about visitors to our premises.  We may record information on your visit, including the date and time you were visiting, your name, contact details and vehicle registration number.  This information is kept for a period of 12 months.

CCTV

We operate CCTV at our premises which may record you and your activities.  We display notices to make it clear what areas are subject to surveillance.  We will only release footage where there is a legal obligation, to protect the vital interests of the data subject or other person.  Processing is necessary for the purposes of our legitimate interests pursued by us or by a third party except where such interests are overridden by the interests or fundamental rights and freedoms of you which require protection of you or where the data subject is a child.

We use this information as necessary for our legitimate interests in administering your visit, ensuring site security and visitor safety.

CCTV recordings are kept for a period of one month in respect of the ground and first floor of our premises CCTV coverage and for three months in respect of the second floor CCTV coverage.

Information received from third parties

We may receive information about you from various sources. 

Our service providers, for example business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, search information providers and credit reference agencies who may provide us with information about you to be used as set out above.

If we have acquired another business, or substantially all of its assets, which originally held your personal data, we will hold and use the personal data you provided to them or which they otherwise held about you in accordance with the Privacy Notice.

We may obtain your data from publicly available sources, for example Companies House.

Why we might share your data with third parties

We may share your personal data with third parties if we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our contract with you, to protect the rights, property or safety of us, our clients or others, or where we have another legitimate interest in doing so.

Which third party service providers will process your personal information?

We may share your personal data within the Wright Hassall group.

We may also share your personal data with:

  • Other organisation and service providers that we work with or partner with from time to time including, for example third party websites, analytics providers, advertising and media companies to enable them to show you adverts, including online and mailing houses so that we can send you information in the post.
  • Our professional advisers.
  • Any third party that purchases, or which we transfer, all or substantially all our assets and business.  Should such a sale or transfer occur, we will use reasonable efforts to try and ensure that the entity to which we transfer your information uses it in a manner that is consistent with this policy.

Data security

As well as the measures set out above in relation to sharing your personal data, we have put in place appropriate internal security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed.  In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know.  They will only process your personal information on our instructions and they are subject to the duty of confidentiality.

We have put in place procedures to deal with any suspected data security breach and will notify you and any applicable regulator of a suspected breach as required by law.

How long will we keep your information for?

As well as the periods set out above we generally keep your information for a period of seven years from the date in which your file is closed.  There are certain types of work which require a retention period of 15 years.  These include, for example, company and commercial, commercial litigation and property files.  In certain circumstances it may be necessary to keep your personal data for longer than that in order to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting or reporting requirements.

In determining the appropriate retention period for the retention of personal data we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve these purposes through other means and the applicable legal requirements. 

In certain circumstances we may anonymise your personal data so that it can no longer be associated with you, in such cases we may use such information without further notice to you.

Your rights

The GDPR and Data Protection Act 2018 provide you with a number of rights.  Your key rights are set out below.  Further information may be obtained from the Information Commissioner’s Office.

  • To be informed in a clear, transparent and easily understandable way about how we use your personal data and about your rights
  • Request to access your personal data.  This provides you with the right to obtain a copy of the personal data we hold about you and to check that we are lawfully processing it.
  • Request correction of the personal data that we hold about you.  This allows you have any incomplete or inaccurate data corrected.
  • Request erasure of your personal data.  This enables you to ask us to delete or remove personal data where there is no valid reason for us continuing to process it.
  • Object to processing your personal data.  In cases where we are relying on a legitimate interest or those of a third party and there are particular facts which make you want to object to us using your data on this basis and we do not have a compelling legitimate basis for doing so which overrides your rights, interests and freedoms.  You also have the right to object where we are processing your personal information for direct marketing purposes.
  • Request the restriction of processing of your personal data.  This allows you to ask us to suspend the processing of personal data about you.
  • Request the transfer of your personal data to a third party where you provide it to us and we are using it based on your consent, or to carry out a contract with you, and we process it using automated means.
  • Withdraw consent.  In limited circumstances we will be relying on your consent to the collection, processing and transfer of your personal data for a specific purpose.  You have the right to withdraw your consent for that specific processing at any time.  Once we have received notification that you have withdrawn your consent, we will no longer process your personal data for the purpose or process you originally agreed to, unless we have another legitimate interest in doing so.
  • Lodge a complaint.  If you consider we are using your information in a way which breaches the GDPR or the Data Protection Act 2018, you have the right to lodge a complaint with the ICO.

If you wish to review, verify, correct or request the erasure of your personal data, object to the processing of your personal data, withdraw your consent to the processing of your personal data or request that we transfer a copy of your personal data to a third party please contact either compliance@wrighthassall.co.uk or our Data Protection Officer ian.besant@wrighthassall.co.uk.

We will respond to your request as soon as we can.  Generally this will be within one calendar month from when we receive your request but on occasions it may take longer to deal with your request and in such circumstances we will let you know.

Changes to this Privacy Notice

Any changes we make to our Privacy Notice in the future will be posted on our website and where appropriate notified to you by email or otherwise.

Extranet terms of use

This page tells you the terms of use on which you may access this extranet site (our site). By using our site, you indicate that you accept these terms of use and that you agree to abide by them. If you do not agree to these terms of use, please refrain from using our site.

We are Wright Hassall LLP, a limited liability partnership registered in England and Wales with registered number OC315843. Our registered office is at Olympus Avenue, Leamington Spa, Warwickshire, CV34 6BF.  We are authorised and regulated by the Solicitors Regulation Authority.

Accessing our site

The purpose of providing you with access to our site is to assist in the provision of legal services to our client and access is not to be used for any other purpose.

We will use reasonable efforts to ensure that our site is available at all times. However, we cannot guarantee that our site or any individual function or feature of our site will always be available and/or error free. Without prejudice to the generality of the foregoing, we may suspend access to our site for the purpose of repair and maintenance or for the purpose of redesigning or upgrading our site. 

Access to our site is permitted on a temporary basis, and we reserve the right to withdraw or amend the service we provide on our site without notice for any reason. 

Without prejudice to the generality of the foregoing, we may permanently withdraw your access to our site at any time and without notice if:

  • we are no longer appointed by our client to provide the service made available through our site; or
  • either you or we cease to be retained by our client for the provision of the relevant legal services (as appropriate)

If you are provided with a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential, and you are responsible for ensuring that this is not disclosed to any unauthorised third party. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our opinion you have failed to comply with any of the provisions of these terms of use.

You are responsible for making all arrangements necessary for you to have access to our site including (without limitation) configuring your information technology, computer programmes and web platform. You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms, and that they comply with them.

Materials accessed through our site

Any materials displayed or downloaded from our site are not intended to constitute definitive legal advice or a complete statement of the law on any subject, and are not provided with any guarantees, conditions or warranties as to accuracy or completeness. Without prejudice to the foregoing, you acknowledge and accept that any precedents on our site are not maintained or updated by us. 

To the extent you submit any materials for uploading onto our site, you warrant that prior to delivery, you have used comprehensive and up to date virus checking technology to scan such materials for viruses.

Our liability

We shall not be liable in respect of the content or use of any materials displayed or downloaded from our site.

We shall not be liable if for any reason our site is unavailable at any time or for any period.

To the extent permitted by law, we expressly exclude all conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity.

Any liability for any direct, indirect or consequential loss or damage incurred by you in connection with our site or in connection with the use, inability to use, or results of the use of our site, any websites linked to it and any materials and/or content posted on it whether caused by tort (including negligence), breach of contract or otherwise is excluded.

This does not affect our liability for death or personal injury arising from our negligence, nor our liability for fraudulent misrepresentation or misrepresentation as to a fundamental matter, nor any other liability which cannot be excluded or limited under applicable law.

Viruses, hacking and other offences

You must not misuse our site by introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. 

We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our site or to your downloading of any material posted on it.

General

We may revise these terms of use at any time by amending this page. 

We shall not be liable in any circumstances for any delay in performing, or failure to perform, any of our obligations under these terms of use if such delay or failure result from events, circumstances or causes beyond our reasonable control including (without limitation) failure of a telecommunications network.

These terms of use shall be governed by and construed in accordance with the law of England. Any dispute arising in relation to these terms of use shall be subject to the non-exclusive jurisdiction of the English courts.

If you have any questions, concerns or comments about our site or these terms of use, please contact us.

Cookie policy

By using our website, you agree that we can place these types of cookies on your device

What are cookies?

A cookie is a small file of data, usually consisting of letters and numbers, which is downloaded onto your computer or mobile internet device. They are widely used in order to make websites work, or work more efficiently, as well as to provide information to the owners of the site. A cookie cannot be used to identify you personally but it can allow a website to recognise you if you visit the site again and can as a result improve its responsiveness to you when you revisit.

Types of cookies

There are lots of different types of cookies which can be used in different ways. Below are some useful descriptions which will allow you to differentiate between certain types of cookies.

  • Session cookies:  these cookies only last for the duration of a browser session and expire when you leave a website and the session ends. They enable website to track a user’s actions on a website during that session. For example, these cookies are used to allow the website operator to recall items placed by a user in an electronic shopping basket to purchase during a visit to their site. The information would not be retained if the user left the website and the session ended.
  • Persistent cookies: these cookies are stored on the user's equipment between browsing sessions and allow a website to recognise you on your return. More intrusive persistent cookies can be used to track your activities across other websites and can be used in order to target advertising based on your browser activities. Our website does not use persistent cookies.
  • First-party cookies: these are cookies that are planted by the website you are visiting.  The cookie can be identified by the website each time a user returns. For example, these cookies can be used by the website to store log in details so that a user does not need to re-enter their username and password on every visit to the site.
  • Third-party cookies: these are cookies that are planted by third parties with the permission of the operator of the website you are visiting.  Third party cookies are used by a range of third parties in a variety of different ways. For example, they can be used by third parties who provide security to purchasing transactions or, as is increasingly common, by advertisers. Our website does not use third party cookies.

How does our website use cookies?

Our website uses Google Analytics cookies and session cookies. We use these cookies to help us to provide you with a good experience when you browse our website and also to improve our site. The cookies we use allow us to recognise visitors and to see how visitors move around the site when they are using it. This helps us to improve the way our website works, for example by ensuring that users are finding what they are looking for easily. They are not used for tracking or recording information about visitors. Please see below further detail about the individual analytical cookies we use and how to recognise them.

We use the following cookies on our website:

Google Analytics

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This cookie enables us to estimate our audience size and usage pattern.

How to block cookies

You have the ability to accept or decline cookies by modifying the settings in your browser. If you choose to decline cookies used by our website you will still be able to use the site.

If you have any questions about our use of cookies, please contact us.

Terms of business

By accessing and using this website you are agreeing to the following terms and conditions which apply to that access and use:

Your access

You may only access this website for your own use.  You may not exploit any part of this website, or any information or documentation contained on it commercially.

Disclaimer

You agree that your use of this website shall be subject to the disclaimer in this part of this site, which is incorporated into the terms of this agreement

Solicitors’ Financial Services (Conduct of Business) Rules 2001

We are not authorised by the Financial Services Authority.  We can, however, carry on insurance mediation activity (generally, the selling, advising on and administration of insurance contracts) where it is incidental to, or a necessary part of the legal services that we provide. In carrying on this part of our business we are regulated by the Law Society of England and Wales.

Copyright

All of the materials on this website are, unless otherwise stated, subject to copyright, either of Wright Hassall or of suppliers to Wright Hassall.  No material on this website may be used without the written consent of Wright Hassall, save that you may make copies of individual items (but not substantial parts of the website) for personal use, and provide copies to others for similar use.  If you provide any copy to a third party you must also provide that person with a copy of this copyright notice.

You may not vary any material that you copy, and any copyright notice in any item must remain, without alteration. 

Software

You must not, without our prior consent, download, copy, modify, distribute or decompile any of the software that operates this website, which is owned by either us or our suppliers.

Restricted Areas

Certain parts of this website may only be accessed with specific authorisation from Wright Hassall.  The content of such restricted areas is confidential and may be the subject of legal privilege.   If you think you have unauthorised access to any part of the site please leave that part immediately and advise us. In particular, you must not download, copy, distribute or use any documents or files hosted in a restricted area unless you hold written confirmation from Wright Hassall that you are authorised to do so.

If you have been given password access to a restricted area you must not allow anyone else to use your password.  If you think that anyone else has obtained your password you must notify us immediately by e-mail at email@wrighthassall.co.uk.

Documentation and Files sent to us

You agree that:

  1. you will virus-check any file or document that you intend sending to us via this website and that you must not send any file or document to us that you know contains, or believe may contain a virus; and
  2. you will not send us, via this website, any document or file that you are not legally entitled to send to us without restriction.

Changes

We may at any time:

  1. close or modify this website; or
  2. vary or amend these terms and conditions (in which case any change shall take effect upon being posted to this website).

Links

Electronic links may be freely made to this website.

Severance

If any term of this agreement (including any disclaimer) is, or becomes illegal, invalid or unenforceable in any jurisdiction, that shall not affect:

  1. the legality, validity or enforceability in that jurisdiction of any other term of this agreement (or of such disclaimer);
  2. the legality, validity or enforceability in other jurisdictions of that, or any other provision of this agreement (or such disclaimer).

Law and Jurisdiction

Any dispute in relation to this website shall be governed by English law and you submit to the exclusive jurisdiction of the English courts for the determination of any such dispute.

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Interest policy

This policy sets out Wright Hassall policy in relation to banking arrangements and interest earned on money held by Wright Hassall on behalf of clients or other people who deposit monies with us.

We account to clients or other relevant people for whom we hold monies where it is fair and reasonable to do so. We aim to achieve a fair outcome for the people for whom we hold monies and for us. 

Our arrangements

Monies are generally held in our General Client Account which is an instant access account in order to facilitate transactions. This means that the rate of interest paid is unlikely to be as high as interest obtainable by an individual through direct investment. The account is with Lloyds TSB Bank plc.

Monies held in relation to separate matters (but for the same client) will be treated separately unless the matters are so closely related that they should be considered together.

General Client Accounts and Designated Deposit Accounts 

On occasions, monies may be held in Designated Deposit Accounts rather than in the General Client Account.  The rate of interest on Designated Deposit Accounts will be a rate negotiated by Wright Hassall LLP with that particular bank.

Interest is calculated on a daily basis, and for General Client Accounts, using the average rates of interest offered to business customers on instant access deposit accounts across all banking institutions where we hold general client funds.   Where appropriate we will adjust these rates to take into account our overall banking arrangements in so far as they affect the rates received.

We will only pay interest on cleared client funds and where the interest exceeds £20.  Any interest paid is usually accounted for at the conclusion of a matter.

Interest will accrue as follows; in respect of:

  • cheques: 7 days after the cheque has been deposited with our bank; and
  • cash, credit or debit card, standing orders, BACS and CHAPS: from the day of receipt into our client account.

Where we issue cheques from our client account, the interest will normally be paid up to the date of issue.

Clients may contract out of receiving interest by signing a written agreement with the instructed solicitor, who must ensure that the client has been provided with sufficient information at the outset of the matter to enable them to give informed consent.

Tax

Where monies are held in Wright Hassall’s general client account, we pay interest without deducting tax at source.  Clients are responsible for declaring any interest to HM Revenue & Customs.  However, where monies are held in a Designated Deposit Account, interest is usually paid net of basic rate income tax.

General

This policy including the de minimis limit of £20, will be reviewed periodically.

Complaints regarding this policy and the amount of interest paid should be directed to  the Complaints Director  in the Firm or to, the Senior Partner.  If this does not result in a satisfactory resolution then clients may refer the matter to the Legal Ombudsman.

Our regulatory information can be viewed here.

Complaints policy

Wright Hassall is committed to providing a high quality service which deals with all our clients fairly and consistently. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us.

How do I make a complaint?

You can contact us in writing or by speaking with our Complaints Partner who can be contacted in the following ways:

  • by calling 01926 886688
  • by email to complaintspartner@wrighthassall.co.uk
  • by fax to 01926 885588
  • by post to Complaints Partner, Wright Hassall LLP, Olympus Avenue, Leamington Spa, Warwickshire, CV34 6BF

What information should I include with my complaint?

To help us to fully understand your complaint, please tell us:

  • your full name and contact details
  • what you think we have got wrong
  • what you hope to achieve as a result of your complaint, and
  • your file reference number (if you have it)

If you require any help in making your complaint we will try to help you.

How will you deal with my complaint?

We will:

  • record your complaint centrally and track each stage of the investigation;
  • write to you within two working days acknowledging your complaint and enclosing a copy of this policy;
  • review and investigate your complaint by reviewing your file(s) and other relevant documents, and speaking with the person who dealt with your matter;
  • only ask you for further information or documents if it is necessary to complete the investigation and we will always make it clear if this information is required within a specific period of time;
  • update you on the progress of your complaint at appropriate times;
  • invite you to a meeting to discuss your complaint, if appropriate, which can either be done face to face or over the telephone, if preferred; you do not have to attend if you do not wish to or if you are unable to;
  • write to you at the end of our investigation to explain what we have done and what we propose to do to resolve your complaint;
  • respond to you within 20 working days of the date of our letter of acknowledgement, wherever possible;
  • conclude the process within 8 weeks from the date of receipt of your complaint; and
  • let you know if we find that it will take longer than anticipated.

What if I am not satisfied with the outcome?

If you are unhappy with the outcome of our complaints handling procedure please let us know in the first instance and we will review the matter.If you are still unhappy you can ask the Legal Ombudsman to look into your complaint by:

  • calling 0300 555 0333
  • emailing enquiries@legalombudsman.org.uk
  • post to the Legal Ombudsman, PO Box 6806, Wolverhampton,WV1 9WJ

An online dispute resolution platform is also available for consumers here.

What are the timescales for referring my complaint to the Legal Ombudsman?

There are three time limits that apply to any reference to the Legal Ombudsman.You must:

  • refer your complaint within six months of our final written response to your complaint; and 
  • within six years of the act or omission about which you are complaining; or
  • within three years of you becoming aware of it.

Further details are available on the website: www.legalombudsman.org.uk.

What will it cost?

We will not charge you for handling your complaint. Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. The Legal Ombudsman service is free of charge.

Disclaimer

Website information – no liability

The materials on this website are provided for general information purposes only, and do not provide definitive advice.  They do not amount to legal or other professional advice and so you should not rely on any information contained on this website as if it were such advice.

Wright Hassall does not accept any responsibility for any loss which may arise from reliance on any information published on this site.  Definitive advice can only be given with full knowledge of all relevant facts.  If you need such advice please contact a member of our professional staff.

Errors

Although we monitor this website to ensure accuracy and functionality we cannot guarantee that this website and the services provided through it will be free of error.  If you become aware of any error, please advise us.

Viruses

Although we virus-check everything we place on this website we cannot guarantee that files and documents downloaded from it will be virus-free.  Accordingly, we do not accept any liability for any loss or damage caused by any virus.  In order to protect yourself, you should use anti-virus software when accessing this site

External internet sites and links

This site contains links to other websites, and other websites may have links to this site.  We do not endorse other websites or have any responsibility for their content, and we do not accept any liability for any loss or damage which you may suffer through your access to those sites or through your use of documents or information contained on them.

Unauthorised access

Although we do take steps to maintain security, we cannot guarantee that persons cannot gain unauthorised access to confidential information hosted on, or downloaded from this website.  Where encryption technology is used, we do not guarantee its functionality or that it is the best or strongest available.

Professional indemnity insurance

The firm currently has professional indemnity insurance with QBE Insurance (Europe) Limited of 30 Fenchurch Street, London EC3M 3BD.

Details about the territorial coverage and indemnity limits of our professional indemnity insurance are set out in our terms of business.