1 We are committed to providing a high-quality service, in accordance with data protection law. At all times, we seek to comply with data protection principles by ensuring we:
1.1 process personal data lawfully, fairly and in a transparent way;
1.2 collect personal data for specific and legitimate purposes and do not process personal data in a way that is incompatible with those purposes;
1.3 collect and use adequate, relevant and minimal personal data;
1.4 take reasonable steps to make sure personal data is accurate and kept up to date;
1.5 do not keep personal data longer than necessary; and
1.6 implement appropriate security measures.
2 We acknowledge that we may not always get things right, so if something has gone wrong, we need you to tell us. This will help us to improve our standards of service and data protection controls.
3 How to make a complaint
The table below shows the different ways you can contact us to make a complaint.
| How to complain | More information |
| By completing our data protection complaint form (click here to download) | You can complete the form electronically and email it to us at clientcare@spiresolicitors.co.uk or post it to us at Holland Court, The Close, Norwich,NR1 4DY. Using the data protection form is entirely optional and you may prefer to complain to us using one of the other methods set out in this table. |
| By emailing us | You can email us with details of your complaint at clientcare@spiresolicitors.co.uk |
| By writing to us | You can write to us with details of your complaint at Holland Court, The Close, Norwich, NR1 4DY – for the attention of the Data Protection Officer. |
4 Acknowledging and verifying your complaint
4.1 We will acknowledge your complaint within 5 days of receiving it.
4.2 We will take reasonable steps to verify the identity of the person making the complaint. This may involve requesting further information or documentation from you.
4.3 If, having requested additional information, we are not in a position to identify the person making the complaint or we are not satisfied that they have proper authority to make the complaint, we may be unable to deal with it.
5 Investigating your complaint
5.1 We will investigate your complaint. This will usually involve:
5.1.1 reviewing your complaint;
5.1.2 locating and reviewing the records we hold about you;
5.1.3 establishing the relevant facts
5.2 We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
5.3 We will update you on the progress of your complaint (if appropriate).
6 Notifying you of the outcome of our investigation
6.1 We will inform you of the outcome of the complaint without undue delay, usually within 8 weeks.
6.2 We will explain clearly what we’ve done to resolve your complaint and, where appropriate, any action we have taken as a result.
7 What to do if we cannot resolve your complaint
7.1 If you are unhappy with the outcome of your complaint, you can complain to the Information Commissioner’s Office (ICO), shortly to become the Information Commission (IC) or you can seek to take action in the courts.
7.2 The ICO’s / IC’s contact details are:
| Address | Information Commission Wycliffe House Water Lane Wilmslow Cheshire SK9 5AF |
| Helpline number | 0303 123 1113 |
7.3 More details on how to complain to the ICO /IC are available on the Complaints page of the ICO / IC’s website. You should usually submit your complaint to the ICO / IC within three months of your last contact with us.
