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 sensitive data that you may provide us or 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 sensitive data.

Wright Hassall LLP is a defined as a data controller under the Data Protection Act 1998 and is registered with the Information Commissioners 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 such as:

  • Racial or ethnic origin, 
  • Political opinions, 
  • Religious or similar beliefs, 
  • Trade union membership , 
  • Physical or mental health or condition,
  • Sexual Orientation
  • Offences committed or alleged to have been committed, commission of proceedings for any offence by the individual

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 1998, in accordance with which Wright Hassall 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. Wright Hassall is 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, client administration, as well as, to deliver a contractual and/or 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, Wright Hassall will use your data to respond to your enquiries, provide you with legal and non legal services and manage your relationship with us.

Wright Hassall may engage third party suppliers, (Data Processors) to provide us with support in certain areas of the business. We will ensure contractual obligations are in place to ensure the processing of personal data is kept confidential, secure and only processed under our explicit instructions and in line with the 8 Principles of the Data Protection Act 1998.

We will regularly review the personal information we hold about you and make changes to any service or information-handling processes when the law or the Information Commissioner request such changes.

Please note that by using our website you consent to the processing and collection of any personal data that you provide in the manner described.

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 provide personal data regarding your name, company name, email address and postcode. This information enables Wright Hassall to contact you about the events in which you have expressed an interest in. These details will be added to our current delegates’ 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

Wright Hassall 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. If you would like to unsubscribe to receiving updates sector please email enquiries@wrighthassall.co.uk.

Prospective clients

Wright Hassall 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:

  • the information provided does not carry confidential obligations that are owed to a third party or
  • that the information provided is not given in breach of any confidential obligation owed to a third party or
  • the information provided is not confidential and so Wright Hassall would not be barred from acting for other individuals. Further, unless the individual becomes a client, where confidentially and conflicts of interests will apply, Wright Hassall may disclose the information provided to any prospective or current clients. This is irrespective of whether the individual has any matters in which they have interest in or are involved in.

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.

Wright Hassall uses IP addresses in order to assess patterns, gather broad demographic information for aggregate use, track visitors to the websites movements and to manage our website. Wright Hassall does not link the IP addresses with any personal identifiable information.

Applying to work at Wright Hassall

The individual to whom the Curriculum Vitae (CV) relates to is the owner of this information and by supplying this to us you consent for the processing of your data. If you submit an application to work for Wright Hassall we will use your personal information to process your application and to produce and monitor recruitment statistics as an equal opportunities employer. We will not take up references without your prior permission. We will not share or disclose your information unless you have given us your consent or we are required to by law. We may be required to carry out a Disclosure and Barring Service check, SC checks, other vetting and right to work in the United Kingdom checks. When we do so we will comply with the law and your rights when carrying out these checks.

We retain personal information relating to unsuccessful applicants for no longer than 12 months, for use in the event of an appeal. We produce statistical information to assist with recruitment analysis.

How we share your personal information

We will not normally share your information without your consent unless we are required to by law. We may seek your consent directly, or may obtain it by telling you about how your information may be used at the time you provide information or enter into a contract with us.

If Wright Hassall merges or is subject to a take-over, we may disclose your information to the new business owners or business partners.

Our legal obligations

We will share specific and relevant information where required to by law, with law enforcement and government agencies or public bodies where we are legally required to do so. Examples may include:

  • The prevention or detection of crime and fraud
  • The apprehension or prosecution of offenders
  • The assessment or collection of tax or duty owed to customs and excise
  • In connection with legal proceedings
  • In relation to the physical or mental health of an individual, where disclosure is required to protect them or others from serious harm and to protect their vital interests
  • Research and statistical purposes

Sharing information with our partners

We may enter into partnerships with other organisations, we will have data protection contractual obligations put in place with all third parties before any sharing takes place with a partner organisation.

We may share your data with our other group members such as QDR Solicitors Ltd, who is registered as data controller with the ICO under Z2724050. This will regard the purposes of debt recovery and litigation.

Sharing information with our contractors and suppliers

There are some cases when we will share your information to support legitimate business purposes. We do this to ensure that we can meet your needs, and also to meet our health and safety obligations towards those delivering services on our behalf. This may include sharing information with our contractors and suppliers to enable them to carry out duties on our behalf or to meet contractual obligations we may have. We will ensure that the third party supplier has the appropriate safeguards to protect your data in line with the Data Protection Act 1998 and only processes data on our instructions.

Keeping your information secure

We store personal information both electronically and in paper form. We implement security policies, processes and technical security solutions to protect the personal information we hold from:

  • Unauthorised access
  • Improper use or disclosure
  • Unauthorised modification
  • Unlawful destruction or accidental loss

All of our employees, contractors and third parties that we engage to process data on our or your behalf are obliged to treat the data confidentially. We hold and process personal data inside and outside the EEA and in doing so we will ensure proper safeguards are in place.

How we use your email and telephone number

When making an enquiry on our website you will be required to enter your contact number and email address. Contact via telephone, text messages and email provides a direct way to contact you regarding queries. Wright Hassall may share information with you about the services we can deliver to you.

We may use your telephone number and email address that you have provided us, to keep in contact with you. When we send SMS/text messages or emails, there may be someone in your household who may read the message before you are able to. You may like to inform the people who live with you that you may receive text messages from time to time.

Electronic communications through emails will be monitored by Wright Hassall but only in so far as to be compliant with the law. This is to enable Wright Hassall to fulfill its regulatory / legal obligations and its own internal policies. All email addresses except those which are not associated with a company, will not have their ‘to’ ‘from’ and ‘time stamp’ fields processed in order to manage our clients relationship and evaluate trends of network traffic.

Operational SMS/Text messaging, calls and emails

Your telephone contact details and email address may be used to send you operational messages. Examples of operational messages include:

  • Confirming an appointment
  • Sending a reminder about an appointment
  • Asking you to contact a named person
  • Responding to your email or phone message

You cannot opt-out of the use of your telephone numbers for operational purposes. However, where there is a legitimate need we will make reasonable adjustments.

Sharing your telephone number and email address with third parties

Wright Hassall may pass your telephone number and email address to third parties so that we can meet our contractual obligations with you. We may also share your telephone number and email address if we are required to by law and we will comply with the Data Protection Act 1998 when we do so.

We may supply the details to our approved third party contractors who are delivering or performing services on our behalf, and these companies must not use your information for any other purpose. We never share or sell your telephone numbers or email address to telesales/marketing companies.

Contacting us about your personal information

We will be as open as possible with you about the personal information we hold about you, If you feel your information is wrong or are dissatisfied on how your information is being processed please contact us. If something is wrong we want to work with you to put it right.

You have the right to have inaccurate/outdated information amended, deleted or destroyed. If any of your circumstances change please contact us. You have the right to object to direct marketing, know about automated decisions we make about your data, object to the use of data which causes you damage or distress. You can seek compensation via the courts if you feel a serious contravention of your rights has occurred.

Finding out about the personal information we hold about you

You can ask us whether we are keeping personal information about you by writing to our Compliance Team, Olympus Avenue, Leamington Spa, Warwickshire, CV34 6BF.

The Data Protection Act 1998 gives you a number of rights in relation to your personal information. You can find out about your rights, and get further guidance, on the ICO website.

Requesting a copy of your personal information

As part of our service to you, we are happy to provide you with copies of personal data you are the focus. We will provide this on receipt of a formal written request. This is called a ‘subject access request’. If you make a subject access request we will provide you with a readable copy of the personal information we hold about you. You will only receive the information the Data Protection Act 1998 state are not exempt from disclosure. To make a subject access request you must:

  • Make your request in writing
  • Provide proof of your identity
  • Pay a £10 fee

Please send your request to Compliance Team via compliance@wrighthassall.co.uk.

Questions and complaints

Please tell us if you have a concern about the personal information we hold about you, or how we use it. We’ll do our best to help. If, after contacting us, you are still not satisfied you can complain to the Information Commissioner. You can also apply to the Court for compensation for distress and/or damages due to non-compliance of the Data Protection Act.

If you want to contact us specifically about the privacy of your personal information, please contact the firm's Data Protection Officer. 

Keeping this policy updated

We keep our privacy policy under regular review and this policy does not form a contract between the user and Wright Hassall LLP. This privacy notice was last updated on 28/02/2017

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. The data provided by Google Analytics Demographics we will use 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

Important notice for users - Like most websites, this site uses Google Analytics cookies and session cookies. These are small files of data that collect information about how visitors use our site, for instance which pages visitors go to most often, and if they get error messages from web pages.

These cookies don’t collect information that identifies a visitor. All information these cookies collect is aggregated and therefore anonymous. The information is only used to improve the responsiveness of our website when you visit.  

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

For more information about cookies please read our cookies policy.

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, but only to the Home Page, unless we agree otherwise in writing.

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 Rhys Jarman, the Complaints Partner in the Firm or to Nick Abell, 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.

© Wright Hassall LLP July 2015

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.

© Wright Hassall LLP June 2014

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.