We aim to give you the best possible service. If issues arise in relation to the service we have provided, then we would urge you to contact the member of staff involved or their supervisor (whose name will be on the client care letter) immediately, so that we can do our best to resolve the problem.
If the Member of staff and Supervisor are not able to resolve the problem and you have a complaint, please contact us with the details. We would normally expect this to be made in writing marked for the attention of the Client Care Manager.
What Will Happen Next?
We will send you a letter acknowledging receipt of your complaint. We may either at that point or subsequently ask you to clarify the details contained within your letter of complaint. We will also let you know the name of the person who will be dealing with your complaint. This will usually be our Client Care Manager. You can expect to receive our letter within five working days of us receiving your complaint
We will then start to investigate your complaint. This will normally involve the following steps:
The member of staff who acted for you will be asked for their comments on your complaint.
We will send you a reply to your complaint which will include our suggestions for resolving the matter. We aim to do this within six weeks of receipt of your initial letter, unless the matter is particularly complex, in which case we will advise you and provide a revised timetable for our reply.
At this stage, if you are still not satisfied, you should contact us again in writing. We will then arrange to review our decision. This will happen in one of the following ways:
We will let you know the outcome of the review within five working days of this being completed. At this time, we will write to you confirming our final position regarding your complaint.
If you are still not satisfied or if the matter is not resolved following eight weeks of raising any official complaint with us you can then contact the Legal Ombudsman at P O Box 6806 Wolverhampton WV1 9WJ. They will look at your complaint independently, and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.
Any complaint to the Ombudsman about our service must be within six months of receiving a final response from us to your complaint, and no more than 6 years from the date of the act or omission you are complaining about, or no more than 3 years from when you should have reasonably known there was cause for complaint. For further information you should contact the Ombudsman (helpline number 0300 555 0333) between 9am and 5pm, enquiries@legalombudsman.org.uk or refer to their website at www.legalombudsman.org.uk.If we have to change any of the timescales above, we will let you know and explain why.
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, disability or other characteristics. You can raise your concerns with the Solicitors Regulation Authority (https://www.sra.org.uk/consumers/problems/report-solicitor/). You can also call the Solicitors regulation Authority on : 0370 606 2555.
If the member of staff who acted for you or their Supervisor are not able to resolve the problem and you have a complaint, please contact us with the details. We would normally expect this to be made in writing marked for the attention of the Client Care Manager.
Westfield Solicitors are fully committed to the principle that all staff have equality of opportunity in relation to employment, training, conditions of service and advancement on the basis of their ability to do the job. These principles of equal opportunity and diversity are equally applied to the provision of services, the selection of third parties to assist in the provision of those services and recruitment of personnel.
The firm’s Equality & Diversity Policy promotes equal treatment for all regardless of nationality, ethnic origin, colour, race, gender or disability.
We have been made aware that there have been an increasing number of scams and fraudsters using the names of law firms and their staff with the aim of obtaining monies from credulous recipients of email communications.
The most common element is the redirecting of monies using emails which appear to come from our firm.
Please check the validity of any emails you receive requesting money on account and/or details of a particular transaction by speaking to the person dealing with your matter directly. Please also check the bank details you have for us by way of a telephone call to our office before remitting any funds to our client account.
If you believe you have received any unexpected requests purporting to be from us in relation to funds, please contact us as a matter of urgency.
Action Fraud Reports can be lodged with The National Fraud Intelligence Bureau by calling 0300 123 2040 or via their website www.actionfraud.police.uk
www.Westfield Solicitors.co.uk(Website) is brought to you by WESTFIELD SOLICITORS, whose registered office address is at One Elmfield Park, Bromley, BR1 1LU.
We take the privacy of our clients, employees and visitors to our Website (you) very seriously. Please read this privacy policy (Policy) carefully as it contains important information about how your personal data will be used.
Westfield Solicitors (‘we’ or ‘us’) collects, uses and is responsible for certain personal information about you. When we do so we are regulated under the General Data Protection Regulation which applies across the European Union (including in the United Kingdom) and the Data Protection Act 2018. We are responsible as the ‘data controller’ of that personal information for the purposes of those laws.
Personal data we may collect about you Information that you provide
We will obtain personal information from you when you send feedback, post material, contact us for any reason and by any medium, sign up to a service, share information via the Website’s social media functions, or report a problem with the Website.
We collect data that is specifically and voluntarily provided by a visitor to our website. In most circumstances, this data includes limited identifiable information. Where we store any information collected via our website we will ensure that it is adequately protected.
We may ask you to provide sensitive personal data from time to time which may include data relating to health conditions or for equality purposes. If such data is requested, you will be given additional information as to why the sensitive personal data is being requested and how it will be used.
We may retain a record of any contact you make with us.
If you give us information on behalf of someone else, you confirm that the other person has appointed you to act on his/her behalf and has agreed that you can:
Occasionally we may receive information about you from other sources, which will be added to the information already held about you in order for us to help supply our services and products to you.
Cookies: We may monitor your use of the Website through the use of cookies and similar tracking devices. For example, we may monitor how many times you use the Website, which pages you go to and traffic data. This information helps to build a profile of users to the Website. Some of this data will be aggregated or statistical, which means that we will not be able to identify you individually. For further information on the use of cookies on the Website, please see the sections on cookies below.
We will use your personal data for the following purposes:
Under laws that are designed to protect your personal data, we need to have what is called a lawful basis or ground each time we use, share or otherwise process your personal data.
By reading and agreeing to this Privacy Policy, you are consenting to us processing your personal data as detailed within this Privacy Policy.
We may also need to process your personal data to comply with any legal obligations which may be applicable. Likewise, we may process your personal data where this is in the public interest or it is to protect your vital interests, but this will only be in rare circumstances.
In most cases, our processing of your personal data is necessary for the performance of our services to you.
Certain uses of your personal data, or other processing activities, may not be strictly necessary to perform our services to you, however, they may be necessary for the purposes of our legitimate interests or the legitimate interests of a third party. They may also be in your interests.
When we say "legitimate interests", we mean our (or a third party's) interests in enabling us to provide our services to you as efficiently and securely as possible. For example, we may choose to use a third party to store your personal data; we may do this in part because our use of that service means that your personal data is more secure.
If you have provided your consent to receive news, special offers or promotions from us, we may contact you by mail, telephone and email, about our products, services, promotions, special offers and charitable causes that may be of interest to you.
The Website may contain links to other websites or apps which we or our partners own, or websites or apps of our partners or third parties. Please note that if you follow any of these links, the websites, apps and services provided through them will have their own privacy policies/terms of use. We do not accept any responsibility or liability for their respective privacy policies/terms of use or the collection and use of any personal data collected through these websites, apps or services.
Please ensure that you review the relevant privacy policies/terms of use prior to providing any personal data to, or using these websites, apps and services.
We may disclose your personal data to:
Our website does not collect or compile personally identifying information for dissemination or sale to outside parties for consumer marketing purposes, or host mailings on behalf of third parties.
We will use technical and organisational measures to safeguard your personal data, for example:
While we will use all reasonable efforts to safeguard your personal data, you acknowledge that the use of the internet is not entirely secure and for this reason we cannot guarantee the security or integrity of any personal data that are transferred from you or to you via the internet.
Your personal information may be transferred to third party service providers who process information on Westfield Solicitors’s behalf, including providers of information technology, identity management, website hosting and management, data analysis, data back-up, security and storage purposes. As a result, your personal data may be transferred outside of the country where you are located, including outside of the European Economic Area (EEA). Where we use data servers that may transfer data out of the EEA we will take steps to ensure adequate protections are in place to ensure the security of your information and give you remedies in the unlikely event of a security breach.
Please note that we review all processors we utilise and ensure that there are adequate safeguards in place to protect your personal data, such as adherence to binding corporate rules or compliance with the EU-US Privacy Shield Framework, which is a mechanism that ensures compliance with EU data protection requirements when transferring personal data from the European Union to the United States. You can learn more about Privacy Shield here: https://www.privacyshield.gov/welcome.
If you want detailed information from Get Safe Online on how to protect your information and your computers and devices against fraud, identity theft, viruses and many other online problems, please visit www.getsafeonline.org. Get Safe Online is supported by HM Government and leading businesses.
We may monitor and record communications with you (such as telephone conversations and emails) for the purpose of quality assurance, training, fraud prevention and compliance.
We will collect and store information about you, as detailed above. You will be provided with opportunities to consent to this Privacy Policy and marketing when you provide your personal details to us.
You can change your mind or remove or add your consent at any time.
To revise your consent, access, amend or remove your records or assert any of your rights set out above, you should send your request in writing to us at info@westfieldsolicitors.com
You will need to provide proof of identity and address (e.g. a copy of your driving licence or passport, and a recent utility or credit card bill); and specify the personal data you want access to, amended or removed.
We will store your data for as long as necessary for the purpose of processing. The data may be deleted in the following circumstances:
We do not contract directly with individuals below the age of 18. However, there may be instances where we collect and store data in relation to children. Where we do so, we confirm that we will take the necessary steps to protect this data and will meet our legislative requirements by obtaining parental or guardian consent.
A cookie is a small text file which is placed onto your mobile (or other electronic device) when you access the Website. We use cookies and other online tracking devices on the Website to:
The information we obtain from the use of cookies will not usually contain your personal data. Although we may obtain information about your device such as your IP address, your browser and/or other internet log information, this will not usually identify you personally. In certain circumstances we may collect personal information about you, but only where you voluntarily provide it (eg by completing an online form).
In most cases we will need your consent in order to use cookies on this Website. The exception is where the cookie is essential in order for us to provide you with a service you have requested (eg to enable you to put items in your shopping basket and use the check-out process).
We work with third-party suppliers who may also set cookies on the Website which, for example, we may use to display video content. These third-party suppliers are responsible for the cookies they set on our Website. If you want further information, please go to the website for the relevant third party. You will find additional information in the table below.
The cookies that we utilise on our Website are placed to fulfil such functions as allowing visitors to share content with a range of networking and sharing platforms, analysing how you use the Website and giving you a better more personalised experience.
Our Website uses the following cookies:
Some of the cookies we utilise on our website include: Cookie Name, Cookie Description.
If you do not want to accept cookies, you can change your browser settings so that cookies are not accepted. If you do this, please be aware that you may lose some of the functionality of the Website. For further information about cookies and how to disable them please go to: www.aboutcookies.org or www.allaboutcookies.org.
We welcome your feedback and questions. If you wish to contact us or our Data Protection Officer, please send us an email to info@Westfieldsolicitors.com or by calling us on +44(02039238267). Alternatively, you may write to us at WESTFIELD SOLICITORS , One Elmfield Park , Bromley, BR1 1LU . When contacting us please specify that the communication is for the Data Protection Officer.
We may change this Policy from time to time. You should check this policy frequently to ensure you are aware of the most recent version that will apply each time you use the Website.
The Data Protection Supervisory Authority in the UK is the Information Commissioners Office. Should you have any complaints about the way we handle your data, you may direct them to the ICO. More information on the ICO can be found on their website here: https://ico.org.uk.
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