Complaints Handling
Complaints Handling
We aim to deal with any complaints promptly, fairly, openly and effectively.
Our definition of a complaint is:
“any written or verbal expression of dissatisfaction referred to any person in our organisation by a client”.
A complaint can be identified through a letter, telephone call, e-mail, and fax or in the course of a face to face conversation.
A complaint may involve:
However, issues of a very minor nature, for example, not returning a non-urgent telephone call until the following day will not be recorded as a complaint.
It is the policy of the firm that:
We inform clients in writing at the outset of their matter of their right to complain and how complaints can be made. We also advise them of their right to complain to the Legal Ombudsman, the time frame for doing so and full details of how to contact the Legal Ombudsman.
When a client makes a complaint, it is handled in accordance with our complaints handling procedure. On receipt of a complaint, Janice Young sends the client our standard letter which sets out our complaints handling procedure, outlining the relevant stages and timescales. A copy of this letter is at Appendix Fifteen. Where appropriate, we shall ensure that our procedure is tailored in response to the needs of our individual clients, especially those who are vulnerable.
We allow a maximum of eight weeks to consider the complaint. If for any reason we are unable to resolve the problem within that timeframe, where the complaint has not been settled or dealt with to a client’s satisfaction, we advise the client again in writing of their right to pass the complaint to the Legal Ombudsman, the time frame for doing so and full details of how to contact the Legal Ombudsman.
We report and record every complaint made centrally. All complaints are referred to Janice Young in the first instance, who:
Where Janice Young identifies a potential negligence claim or where a client claims financial loss, compensation or threatens legal action, she will decide, in conjunction with our insurers, whether we should continue with this complaints procedure or adopt some other course of action.
We inform clients if we discover any act or omission which could give rise to a claim by them against us but before doing so fee earners must refer any such cases to their supervisor for advice.
If the supervisor agrees that the circumstances of the case could give rise to a claim then the case must be referred immediately to Janice Young who will decide, in conjunction with our insurers, what information should be provided to the client.
Janice Young will offer the client appropriate redress and will ensure that any unsatisfactory procedures are corrected.
Any complaints made where Janice Young had conduct of the matter are referred to Clarkson Baptiste.
Janice Young keeps details of all complaints received in a central record. Copies of any documents/correspondence showing how each complaint is resolved are also retained on the central record.
Janice Young has overall responsibility for handling complaints and carries out an analysis of the central record of complaints annually. Following this review, she decides whether any action can be taken to improve our services. The results of the review (i.e. any trends identified and action proposed) are documented.
Janice Young is responsible for the operation of this procedure. She will review it annually to verify that it is in effective operation.
Privacy and Cookie Policy
Youngs Solicitors Ltd is a Criminal Defence Solicitor based in Shefield UK. We also offer Probate services.
Our website address is: https://www.youngssolicitors.co.uk
We do not actively collect personal data for marketing purposes unless an explicit opt-in is provided or we have a legitimate reason to contact you. The only data we store is covered by the key lawful basis for data processing set out by ICO in the General Data Protection Regulation (GDPR).
Our website uses cookies to help us to monitor traffic through our website. We use Google Analytics. All data is anonymous and no personal data is collected.
When visitors leave comments on the site we collect the data shown in the comments form, and also the visitor’s IP address and browser user agent string to help spam detection.
An anonymised string created from your email address (also called a hash) may be provided to the Gravatar service to see if you are using it. The Gravatar service Privacy Policy is available here: https://automattic.com/privacy/. After approval of your comment, your profile picture is visible to the public in the context of your comment.
If you upload images to the website, you should avoid uploading images with embedded location data (EXIF GPS) included. Visitors to the website can download and extract any location data from images on the website.
Contact form submissions to this website are collected and processed by us. By completing the contact form you are giving us permission to contact you under the lawful basis defined as ‘legitimate business interest’. Your personal data is not used for marketing purposes unless you become an active customer, in which case we may contact you under the legitimate business interest claus or in relation to your contract. The details of your enquiry will be kept until the query has been resolved and then retained for statistical purposes. Your data will only be used by the company for the purpose of answering your query unless you have opted in to receive marketing communications.
Akismet is currently disabled on this website.
We collect information about visitors who comment on websites that use our Akismet anti-spam service. The information we collect depends on how the User sets up Akismet for the website, but typically includes the commenter’s IP address, user agent, referrer, and Site URL (along with other information directly provided by the commenter such as their name, username, email address, and the comment itself).
If you leave a comment on our site you may opt in to saving your name, email address and website in cookies. These are for your convenience so that you do not have to fill in your details again when you leave another comment. These cookies will last for one year.
If you visit our login page, we will set a temporary cookie to determine if your browser accepts cookies. This cookie contains no personal data and is discarded when you close your browser.
When you log in, we will also set up several cookies to save your login information and your screen display choices. Login cookies last for two days, and screen options cookies last for a year. If you select “Remember Me”, your login will persist for two weeks. If you log out of your account, the login cookies will be removed.
If you edit or publish an article, an additional cookie will be saved in your browser. This cookie includes no personal data and simply indicates the post ID of the article you just edited. It expires after 1 day.
Google Analytics Cookies on this website use the following names:
_utma
_utmb
_utmc
_utmz
The cookies named __utma through __utmz come from websites that use Google Analytics, which primarily uses it to track visits.
Cookies do not contain any information that personally identifies you, but personal information that we store about you may be linked, by us, to the information stored in and obtained from cookies.
We may use the information we obtain from your use of our cookies for the following purposes:
(1) to track you as you navigate our website;
(2) to analyse the use of our website;
__utmz stores where a visitor came from (search engine, search keyword, link)
__utma stores each user’s amount of visits, and the time of the first visit, the previous visit, and the current visit (presumably partly for double checking of this information).
__utmb and __utmc are used to check approximately how long you stay on a site: when a visit starts, and approximately ends (c expires quickly). If you look at cookie state changes (e.g. using firecookie), you will see these change regularly.
Articles on this site may include embedded content (e.g. videos, images, articles, etc.). Embedded content from other websites behaves in the exact same way as if the visitor has visited the other website.
These websites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content, including tracking your interaction with the embedded content if you have an account and are logged in to that website.
On your first visit to our website, a privacy notice will appear at the bottom of the window. Click on learn more. You will be given the option to turn off/on marketing related cookies.
Most browsers allow you to refuse to accept cookies.
In Internet Explorer you can refuse all cookies by clicking “Tools”, “Internet Options”, “Privacy”, and selecting “Block all cookies” using the sliding selector;
In Firefox you can block all cookies by clicking “Tools”, “Options”, and un-checking “Accept cookies from sites” in the “Privacy” box.
In Safari you can block cookies by selecting Private browsing.
Blocking all cookies will, however, have a negative impact upon the usability of many websites.
You can also delete cookies already stored on your computer:
In Internet Explorer, you must manually delete cookie files;
In Firefox, you can delete cookies by, first ensuring that cookies are to be deleted when you “clear private data” (this setting can be changed by clicking “Tools”, “Options” and “Settings” in the “Private Data” box) and then clicking “Clear private data” in the “Tools” menu.
In Safari you can delete cookies by selecting preferences, then privacy, then details and then remove all.
Obviously, doing this may have a negative impact on the usability of many websites.
Who we share your data with
If you leave a comment, the comment and its metadata are retained indefinitely. This is so we can recognise and approve any follow-up comments automatically instead of holding them in a moderation queue.
For users that register on our website (if any), we also store the personal information they provide in their user profile. All users can see, edit, or delete their personal information at any time (except they cannot change their username). Website administrators can also see and edit that information.
If you have an account on this site, or have left comments, you can request to receive an exported file of the personal data we hold about you, including any data you have provided to us. You can also request that we erase any personal data we hold about you. This does not include any data we are obliged to keep for administrative, legal, or security purposes.
Visitor comments may be checked through an automated spam detection service. Any messages sent to us via a contact form on this website are sent by email directly to us for processing. We do not use an external monitoring system at this time.
If you have any questions about this privacy notice, or if you wish to exercise your rights or contact the DPO (Data Protection Officer), please use the contact details on the contact us page.
From time to time we may update this Privacy Policy in line with website changes that may affect the personal information we gather about you. It is assumed that you accept such changes if you continue to use this website and services. If you do not accept such changes then you should stop using this website and services, and contact us if you would like any information removed.
