Scott Duff & Co collects and processes personal information, or personal data, relating to its clients to enable us to carry out your requests which will ordinarily be to represent you and carry out your legal work. This personal information may be held by the Company on paper or in electronic format.
Scott Duff & Co are committed to being transparent about how it handles your personal information, to protecting the privacy and security of your personal information and to meeting its data protection obligations under the General Data Protection Regulation (“GDPR”) and the Data Protection Act 2018. The purpose of our privacy notice is to make you aware of how and why we will collect and use your personal information both during and after our service. We are required under the GDPR to notify you of the information contained in our privacy notice.
For clients of this firm, you should read this notice alongside our general terms and conditions. This notice does not apply to any websites that may have a link to ours.
Our website does not store or capture personal information. We do however record and store your personal information if you supply it to us by email, letter, telephone or personally. You are not obliged to provide us with such information if you do not wish to do so.
Scott Duff & Co. will use any personal information that you may provide to us solely for the purposes of marketing, administration and for the provision of Legal Services. We will not provide your information to any third party. We will apply the rules of confidentiality as set out in the Law Society’s Guide to Professional Conduct of Solicitors. We are however subject to the law as set out in the Proceeds of Crime Act 2002 which, on occasions, may override such duty of confidentiality.
We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.
Our complaints procedure
If you have a complaint, please contact Steven Marsh, our client care Director. You can contact him at: Scott Duff & Co, 40 King Street, Penrith, Cumbria CA11 7AY. Steven Marsh may pass your complaint to the director\fee earner in charge of the department involved in your complaint. If we have to change any of the timescales set out below we will let you know and explain why.
What will happen next?
1- We will send you a letter acknowledging your complaint and asking you to confirm or explain any details. If it seems appropriate, we will suggest a meeting at this stage. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within three days of us receiving your complaint.
2- We will then record your complaint in our central register and open a file for your complaint. We will also investigate your complaint by examining the relevant file.
3- If appropriate we will then invite you to meet the person dealing with your complaint to discuss and hopefully resolve your complaint. We would hope to be in a position to meet with you in this way no longer than 21 days after first receiving your complaint. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, the person dealing with your complaint will write fully to you setting out his/her views on the situation and any redress that we would feel to be appropriate.
4- Within two days of any meeting we will write to you to confirm what took place and any suggestions that we have agreed with you. In appropriate cases we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.
5- At this stage, if you are still not satisfied, please let us know. We will then arrange to review our decision. We would generally aim to do this within 10 days. This will happen in one of the following ways.
- We will arrange for someone in the firm who has not been involved in your complaint to review it.
- Steven Marsh will review your complaint within 21 days.
6- We will let you know the result of the review within five working days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. If you do not agree with the outcome of our complaints process, or we fail to investigate it within 8 weeks, you can then complain to the Legal Ombudsman. Complaints to the Legal Ombudsman must usually be made within six months of our final response to your complaint.
The Legal Ombudsman can investigate complaints for up to six years from the date a problem occurred or within three years from when you found out about the problem.
In addition to directing a complaint to the Legal Ombudsman you will be able to refer your dispute for Alternative Dispute Resolution (ADR). There are three Institutions available to deal with disputes in the legal services sector, namely the Ombudsman Services, ProMediate and Small Claims Mediation. If required, we will provide contact details for those mediation services.
We confirm we agree to use either of the above.