Privacy and Complaints Procedure

Skylark Hill Solicitors Privacy Policy & Complaints Procedure

Please read this policy in conjunction with other policies on our website.

We will use our best efforts to safeguard your privacy. We are fully registered under the Data Protection Act. The policy that follows explains the data processing we do and how we do it. If you have any queries on our use of information, please contact us.

What personal information we collect

In some areas of our website you may be asked to provide personal information about yourself, for example, your name and contact details. You are under no obligation to provide such information.

We collect the information necessary to provide the service you request. We will collect your name and address and telephone number and your email address and any other information if you provide it to us. By the nature of this site we collect personal information to enable us to assist you.

How we use personal information

We want to give our users the best possible service. We may therefore use the data gathered to contact you to check this is the case. You agree that it may be used to advise you by telephone, fax or email of services we offer. We keep the information for records, audit and Solicitors Regulation Authority reasons and may make paper copies of any of it. You can unsubscribe from any mailings you receive using the unsubscribe button on them or simply by emailing us. We do not transfer information in this way unless we need to transfer information abroad or to others specifically to ensure that the service you seek is properly provided to you.

We may use your personal information for the following reasons:

• To provide you with marketing information – only if you indicate that you want to receive such information

• To improve our products and services

• To help us analyse website usage in order to develop our site in accordance with your needs

• To pass your personal information to our agents and service providers for the above-mentioned purposes

• Your rights in respect of such collection and use

You have a legal right to a copy of all the personal information that we hold about you. You also have a right to correct any errors in that information. You have a right to ask us to stop sending you marketing material at any time.

Our use of cookies

A cookie is a piece of information that a website transfers to the cookie file of the browser on your computer’s hard disk so that the website can remember who you are and information about your visit. Cookies can help to display the information on a website in a way that matches your interests.

Most major websites use cookies. Two types of cookies may be used on this website. There is more information to help you on this link: www.allaboutcookies.org. Cookies are used on this site to collect information.

The first type is a ‘session-based’ cookie. This means that it is only saved on your hard disk for the time you are using the website. Within the website these cookies are used to understand how users navigate through the website.

The second type of cookie used stays on your hard disk for up to five years. This ‘persistent’ cookie helps the number of different people coming to the site be understood, rather than the total number of times the site is used. Without the persistent cookie, if you visited the site once each week for three weeks you would be counted as three separate users. On the website, these cookies are used to manage the adverts shown to visitors and to make sure that each visitor doesn’t see the same advert too often, as well as understand how frequently you use the website and any services provided on the website.

Your personal information is not stored in either type of cookie. Cookies are only used to analyse the effectiveness of the website and to help make the website better for users.

If you do not want a website to create a cookie on your computer, most web browsers provide the option to disable them. However, the website may not work properly if you reject the cookies.

Internet Explorer Cookies can be disabled by following these instructions:

• In the top menu select tools / internet options

• In the internet options dialogue box select security / custom level or customise

• Scroll down the security settings and select allow cookies to be stored on your computer

• Select disable

• Click OK

• Your cookies have been disabled from this point on. To reconfigure your computer to accept cookies again, follow the same instructions, but by selecting enable and clicking OK

Automated information collection

We have a policy of continual improvement of our site. We therefore collect information automatically about your visit to it. This is used to help us see browsing preferences and our marketing and positioning of the site.

By using this site you consent to us collecting data about you, using it and also contacting you in certain ways.

This Policy applies only to our site and not to any sites to which we show links.

Links to other websites

Our website may link to other, unaffiliated third party websites. Please note that Skylark Hill Solicitors LLP is not, and cannot, control or be responsible for the content or privacy and confidentiality practices of any third party websites. You must always carefully review the privacy and confidentiality policy of any third party website that you may visit in order to understand how the operators of that website may collect, store and use your personal and confidential information.

Where we store your personal data

The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area (“EEA”). It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers. Such staff may be engaged in, among other things, the provision of services to you, the processing of your payment details and the provision of support services. By submitting your personal data, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy. All information you provide to us is stored on our secure servers.

All information you provide to us is stored on our secure computers or hard disks. Unfortunately, the transmission of information via the internet can never be completely secure. Although we will use reasonable endeavours to protect your personal data we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

Third-party vendors

This website uses third party remarketing cookies, including the Google Remarketing cookie. This means we will continue to show ads to you across the internet, specifically on the Google Network.

The third-party vendors, including Google, whose services we use – will place cookies on web browsers in order to serve ads based on past interactions with our website. Third party vendors, including Google, use cookies to serve ads based on a user’s prior visits to your website. This allows us to make special offers and continue to market our services to those who have shown interest in our service.

You can set preferences for how Google advertises to you or opt out by using the Google Ad Preferences page (http://www.google.com/settings/ads/onweb/); or by blocking, deleting, or disabling cookies as your browser or device permits.

Access to information

The Data Protection Act gives you the right to access information held about you. Your right of access can be exercised in accordance with the Act. Any access request may be subject to a fee of £10 to meet our costs in providing you with details of the information we hold about you.

Changes to our privacy policy

We may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

Disclaimer

The materials appearing on this website do not constitute legal advice and are provided for general information purposes only. No warranty, whether express or implied is given in relation to such materials.

We shall not be liable for any technical, editorial, typographical or other errors or omissions within the information provided on this website, nor shall we be responsible for the content of any web images or information linked to this website.

Skylark Hill Solicitors Complaints Procedure

Skylark Hill Solicitors is committed to providing a professional, efficient and high quality of service to all our clients. We are continuously monitoring and improving our quality of service.  

If you are dissatisfied with the service you have received from Skylark Hill Solicitors we will properly consider any issues or complaints raised and endeavour to respond promptly to such matters by investigating your concerns objectively to produce a positive and prompt outcome.

If You Have A Complaint About The Service We Have Provided 

If you are not satisfied with the service provided, please immediately contact the solicitor who usually deals with your case or their supervisor setting out the issues in writing. The person handling your case and/or the supervisor will then investigate your complaint and provide you with a written response within 15 working days. However, in some cases the complaint may take longer than expected to deal with if the matter is more complex, in which case a member of our team will notify you of a new timescale for which you can expect a written response. Following that written response, if you remain dissatisfied you may escalate your complaint to the firm principal, Anna Patel, by email at welcome@skylarkhill.co.uk or by writing to:

Skylark Hill Solicitors, 42 High Street, Harrow-on-the-Hill, HA1 3LL

Anna Patel will then carry out an investigation and respond in writing within 15 working days with the aim of resolving matters on an amicable basis. 

Please note that The Legal Ombudsman allows us a period of 8 weeks from receipt of your complaint to try and resolve matters before they will agree to investigate a complaint.

Referral To The Legal Ombudsman

In the event you are still not satisfied with the final response from the firm principal, Anna Patel, you may refer your complaint to the Legal Ombudsman. 

A complaint to the Legal Ombudsman must be made:

• Within six months of receiving our final response to your complaint; and

• No more than one year from the date of the act or omission being complained about; or

• No more than one year from the date when you should reasonably have known that there was cause for complaint.

The Legal Ombudsman’s contact details are as follows: 

Telephone: 0300 555 0333 (international: +44 121 245 3050)

Email: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Referral to the Solicitors Regulation Authority (SRA)

If you are concerned that we haven’t adhered to the SRA Rules and Regulations you can report your concerns to the SRA using the following details:

Telephone: 0370 606 2555 inside the UK or +44 (0)121 329 6800 from overseas 

Email: report@sra.org.uk

Address: The Cube, 199 Wharfside Street, Birmingham, B1 1RN 

Find out more about the SRA Rules and Regulations and how to report your concerns at the following link: https://www.sra.org.uk/consumers/problems/report-solicitor