Privacy and Complaints Policy
At Oliver & Hasani Solicitors we aim to provide the best possible service to our clients and, to do this, we need to know from you if you feel dissatisfied. Should you have any occasion to feel unhappy about our service, or about the bill, please let the fee earner with conduct of their matter or their supervising Solicitor know straight away, and they will discuss your concerns with you. Your complaint will be acknowledged within 7 days of receipt of your email/letter setting out the basis for the complaint.
We will then have eight weeks to consider your complaint. This will involve passing your complaint to the Managing Director, Naim Hasani who will investigate your complaint and speak to the fee earner with conduct of the matter. Mr Hasani may suggest a meeting with you to review your complaint with you before confirming the final position. If we have not resolved it within this timeframe (of 8 weeks) and/or if you are not happy with our handling of your complaint, you may complain to the Legal Ombudsman. All written correspondence should be sent to: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH. If you have any questions about the changes being made, or further clarity on what is required, please contact the Legal Ombudsman directly via: enquiries@legalombudsman.org.uk and/or by calling 0300 555 0333.
The Legal Ombudsman will expect you to have given your lawyer a chance to resolve your complaint before it will get involved. Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of you having received a final written response from us about your complaint. Complaints to the Legal Ombudsman must usually be made within one year of the act or omission about which you are complaining occurring, or within one year from when you should have known about or become aware that there were grounds for complaint.
Oliver and Hasani Ltd. is an SRA regulated firm – https://www.sra.org.uk/consumers/register/organisation/?sraNumber=568761#:~:text=OLIVER%20%26%20HASANI%20LIMITED,SRA%2Dregulated%20firm
The Solicitors Regulation Authority (SRA) can also be contacted to investigate whether regulatory action is needed in cases of poor behaviour or conduct. The SRA set the ethical and professional standards they expect from solicitors, and from law firms that they regulate, as well as the people that work in those firms. The following link offers guidance on how to report your concerns to the SRA (by the completion of a report form) and about their decision-making process. The report form can be found using the link : https://www.sra.org.uk/consumers/problems/report-solicitor/ . The postal address is Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN. You may also telephone them on 0370 606 2555 or email them at report@sra.org.uk”
Data Controller
Naim Hasani, who is the data controller.
Purposes of Processing
Your data will be processed in order to:
- market Oliver & Hasani Solicitors services to you;
- provide services under contract to you and others;
- comply with regulatory and other legal obligations; and
- protect Oliver & Hasani Solicitors against potential
Legal Basis
Your data will be processed on the basis that Oliver & Hasani Solicitors has a legitimate interest in being able to achieve the aims of processing set out above. Where special category data is provided, the provider of the data warrants that they consent to Oliver & Hasani Solicitors processing that data or that they have obtained written consent from the data subject.
Personal Data Held
As a minimum, Oliver & Hasani Solicitors is required to positively identify its clients.
This also includes positively identifying a director in the case of a corporate client. In addition, Oliver & Hasani Solicitors holds whatever information is provided to it by its clients and others. This will rarely include special category data.
Failure to Provide Data
If you fail to provide Oliver & Hasani Solicitors with the data required you will not receive services or marketing.
Data Sources
Oliver & Hasani Solicitors obtains most personal data from its clients and those who have indicated that they have an interest in Oliver & Hasani Solicitors services. Oliver & Hasani Solicitors also obtains some personal data from other correspondents. Oliver & Hasani Solicitors also collects some data from publicly available sources (e.g. Companies House).
Recipients
Any data provided by a client is treated as confidential to that client and will only be shared with others in so far as this is necessary in order to provide the services contracted for by the client, to comply with regulatory and other legal obligations and to protect Oliver & Hasani Solicitors against a potential claim. In order to provide its services, Oliver & Hasani Solicitors relies on the services of certain data processors. These include secure cloud storage for files and emails. In each case, Oliver & Hasani Solicitors ensures that data is processed in compliance with this policy.
Third Countries and Safeguards
Other than where required in order to provide services as required in individual client matters, data is rarely sent to third countries. Where it is, the relevant devices are password protected and equipped with tracking and remote wipe software. The devices are personally accompanied.
Retention Period
Data is held for six years from the end of the relevant matter or for six years where not associated with a particular matter.
Data Subject’s Rights
Where relevant, you have the right (subject to client confidentiality) to:
- withdraw consent to the processing of your data;
- complain to a supervisory authority regarding the processing of your data
- ico.org.uk; and
- obtain a copy of the data held on you and to correction of any errors in that
Automated Decision Making
None.