London Solicitors

Our Client Care Policy:

We are a London law firm and committed to providing legal services to our clients with professionalism, integrity and understanding. This policy is designed to ensure that services delivered to our clients are done so in a reliable, consistent and dedicated manner. All staff here at London Solicitors are encouraged to meet the following objectives;

(a) To provide clients with a professional, approachable and cost-effective service in all areas of law undertaken by this firm.
(b) To ensure that any advisors dealing with matters behave professionally and in a friendly manner with client’s best interests at the forefront of their actions.
(c) To ensure that all client instructions are taken fully, precisely and legibly and to communicate with clients fully in respect of advice, updates and requirements. All staff must ensure clients are made aware of our Privacy Policy detailing client’s rights, to remain compliant with the SRA practice rules and the SRA Client Care Code.
(d) To utilise this firms case management systems to make sure client’s details are kept secure, check all client details and ensure these details are up to date to maximize efficiency and avoid any data protection breach

(e) Deal with client’s concerns efficiently, in a timely manner (and in any event within three days of receipt)
(f) Regularly review office space and report any issues that may cause discomfort to clients to the person with overall responsibility of ensuring this policy is adhered to
(g) Ensure all communication with clients is clear and that clients fully understand the advice given to them.
(h) Ensure clients are provided with full fee estimates prior to the commencement of any matter and make sure clients are fully aware of their obligations to pay.

At London Solicitors, all clients are provided with a Client Care Letter at the commencement of any instruction. Clients are encouraged to read through the Client Care Retainer letter and documents and ensure they fully understand our terms and conditions.
Throughout a client’s case, clients are encouraged to provide feedback on the service received to help us maintain a high standard of customer care.

London Solicitors

Privacy Policy:

1. We value your privacy and take this very seriously. Please ensure you read this Policy very carefully as it contains important information on when we collect personal information about you, why we collect this information, how it is used, any circumstance where your information may be disclosed to a third party, how your information is secured and it explains your rights under the General Data Protection Regulation (“GDPR”) and the Data Protection Act 2018 (“DPA”) law.
2. This notice is intended to be read alongside the firm’s terms and conditions at the commencement of your instructions to this firm. Please refer to our terms and conditions which sets out details and provides further information on GDPR and the DPA.
3. This notice applies to information held by this firm, to include this firms website and our social media pages but does not apply to any third party websites that you may link to from our site. For more information on data collected from our website.
4. London Solicitors is authorised and regulated by the Solicitors Regulation
Authority.
5. Any data is collected, processed andstored under a approved management package which complies with the above authrities and this firm is the “Data Controller” for all of the personal information and data we hold about you.
6. The firm’s Data Protection Officer is Sally and they can be contacted at clientcare@mylondonsolicitors.com
7. The information we require from you will vary and depend on the matter to
which you have instructed this firm. As this firm deals with various legal
matters, the data we collect will
vary. There is certain information this firm will collect and information we
may collect dependent on the reason for your instruction; Personal Data we will collect (personal data) (a) Your name, date of birth, telephone number, email address, information related to your
instructions, information to enable us to undertake a credit check or
other financial check (if applicable), relevant financial details.Personal information we may collect (sensitive data)(b) Sensitive Personal Data may include data such as your race or ethnical origin, any trade union
membership (they may be funding your litigation), political opinions,
religious or philosophical beliefs,insurance details, bank account
details, national insurance or tax.

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Complaints

When something goes wrong we need you to tell us about it. This will help us improve our standards. If you have any problem with our service, the level of fees, or the way in which we have dealt with any matter please contact the lawyer dealing with the matter in the first instance by telephone, email or by post.

Our complaints procedure

We are committed to providing a high-quality legal service to all our clients.

1 We will send you a letter/email acknowledgement receipt of your complaint within 5 working days of receiving it, enclosing a copy of this procedure.

2 We will then investigate your complaint. This will normally involve a review of your file by the supervising solicitor (identified in our engagement letter that will have been sent to you at the outset of this matter) in conjunction with the lawyer who acted for you.

3 You will usually then be invited to a meeting, to discuss and hopefully resolve your complaint. Wherever possible that meeting will take place within 15 working days of sending you the acknowledgement letter. Occasionally it may not be possible or appropriate to offer a meeting, or you may decline the offer to meet.

4 Within 5 working days of such a meeting, we will write to you to confirm what took place and any resolutions agreed with you. Alternatively if a decision is made to not hold a meeting then they will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within a 5 working day timescale.

5 At this stage, if you are still not satisfied, you should contact clientcare@mylondonsolicitors.com the matter will then be reviewed by our Leader of Compliance and Data Protection, and they will independently investigate the complaint and our response. They will revert to you in writing, reporting their findings within 15 working days of receiving your notification that you are not satisfied with the initial response.

6 Our complaints procedure concludes at this stage. If we do not hear from you within 15 working days of sending you our final response (or the period stated in our final response if different) we will consider your complaint closed. We will have no further obligation to review your complaint once we have concluded our internal process and closed your complaint.

7 If you have commenced preparatory steps or actually applied to the court for an assessment of our costs or commenced other proceedings relating to any aspect of your complaint, your complaint may be stayed pending the conclusion of those proceedings. Any residual matters not settled as part of the proceedings will then be investigated in accordance with this procedure. If this applies to your complaint we will let you know as soon as possible.

8 If we have not responded to your complaint within the timescales stated, without explanation or you are not satisfied with the response, you can contact an alternative complaints body such as ProMediate – www.promediate.co.uk who are competent to deal with complaints about legal services should both you and our firm wish to use such a such a scheme.

9 In principle we agree to use ProMediate or another suitable Alternative Dispute Resolution provider to assist in resolving complaints.

10 If we are not able to resolve your complaint through our complaints process or through mediation you can contact the Legal Ombudsman by visiting www.legalombudsman.org.uk or on 0300 555 0333 or by email on enquiries@legalombudsman.org.uk.

11 A six month time limit, from the date of our final response, normally applies to complaints to the Legal Ombudsman. Further information can be found on its website at http://www.legalombudsman.org.uk/. The service provided by the Legal Ombudsman is only available to certain types of clients/organisations. Further details of those eligible for the service can be found on the Legal Ombudsman’s website. Alternatively, you can contact the Ombudsman on the helpline number given above.

12 If your complaint relates to our charges and/or any of our bills, then subject to the terms of your engagement of us you may also have a right to object to the relevant bill by applying to the court for an Assessment of the bill under Part III of the Solicitors Act 1974.

13 Please note that if all or part of a bill remains unpaid, the firm may be entitled to charge interest and may exercise a lien over your papers, as explained in our Terms of Business.

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

If you are not satisfied with the outcome of our investigation into your complaint, you may refer the matter to the Legal Ombudsman (PO Box 6806, Wolverhampton WV1 9WJ; UK telephone: 0300 555 0333; email: enquiries@legalombudsman.org.uk), which deals with complaints against lawyers registered in England and Wales. The time limit for referral of complaints to the Legal Ombudsman is ordinarily six months from our final response to your complaint. See www.legalombudsman.org.uk for further information. You may also raise concerns with the Solicitors Regulation Authority.

"We do not try and be everything to everyone. We get the correct niche lawyer to represent you, tailoring our services to give you what is necessary to get the job done. We focus on the real deal.

We set benchmarks and put efforts in that other practices just don't provide. We value your feedback and strive to create a personal relationship with you, as our client."

Please fee free to send us your enquiry by email or phone in order to see if we can take on your case. You will then be contacted by one of our advisors to assess your requirements and see if London Solicitors can do for you!

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