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complaints Procedure

If you have any complaint about the way in which your matter has been dealt with this is the procedure which will be followed.

1. A complaint is an oral or written expressions of dissatisfaction which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience, or detriment.

2. We aim to resolve any complaint you have about the service we have given you as quickly as possible. If you are unable to sort things out with the person who has been dealing with you please contact James Adam Ledger or his deputy Sarah Horrocks at our offices 104 Yorkshire Street Rochdale OL16 1JY, email; reception@adamledger.co.uk Tel No. 01706 941199

3. Once we have received your complaint, we will write to you within 7 days to explain how your complaint will be investigated if a complete response to your complaint has not been made by that time. You will be told the latest date by which a complete answer will be given to your complaint (this should be not more than 28 days after we received your complaint). If you have made the complaint verbally - either at a meeting or on the telephone - we will set out in our full response our understanding of the nature of your complaint

4. The assessment of the complaint will be based upon a sufficient and fair investigation. We will explain in writing our findings and where the complaint is upheld will offer remedial action or redress. This will be actioned promptly.

5. If you are dissatisfied with any aspect of our handling of your complaint, please feel free to contact Nazma Khatun at 104 Yorkshire Street Rochdale OL16 1JY reception@adamledger.co.uk tel. no. 01706 941199 and Nazma will conduct a separate review of your complaint. You will be told about the conclusion of this review within 28 days.

6. If after following the review process you remain dissatisfied with any aspect of our handling of your complaint, you may contact directly the Legal Ombudsman to ask them to consider the complaint further:

Tel no: 0300 555 0333

Email:enquiries@legalombudsman.org.uk

Website: http://www.legalombudsman.org.uk/

Legal Ombudsman, PO Box 6167 Slough SL1 0EH.

Unless it agrees there are good reasons not to do so, the Legal Ombudsman will expect you to allow us to consider and respond to your complaint in accordance with the procedure set out above in the first instance. You can refer your complaint up to 6 months after you have received our final written response to your complaint. You can also use the Ombudsman service if we have not resolved your complaint within 8 weeks of us receiving it. A complaint can be referred to the Legal Ombudsman up to one year from the date of the act or omission or up to one year after discovering a problem. The ombudsman deals with service-related complaints; any conduct-related complaints will be referred to the Council for Licensed Conveyancers.

7. Alternative complaints bodies such as Ombudsman Services https://www.ombudsman-services.org

Pro Mediate https://www.promediate.co.uk

and ADR Group https://www.adrgroup.co.uk

exist which are competent to deal with complaints about legal services should both you and our firm which to use such a scheme.

8. We do not agree to use Ombudsman Services, Pro Mediate or ADR Group.

This website is for informational purposes only. Using this site or communicating with Adam Ledger Property Lawyers Limited through this site does not form a formal lawyer/client relationship.

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Use and Disclosure of your Personal Information

Under the Data Protection Act 1998, you are entitled to a copy of your personal information held by us on payment of a fee. We will hold and process your personal information by computer or otherwise.

We may use your personal information and disclose it:-

• To our insurers, sub-contractors and persons acting as our Agents.

• To our suppliers, to the extent that they need your personal information to provide their products and services to you.

• To other third parties, for the purpose of providing information about their products and services which we think may be of benefit or interest to you. If you do not wish us to do so please inform us of this in writing.

• If we are required or permitted to by law, The Data Protection Act requires us to advise you that your personal information is held on our database. We may from time to time use your personal information to send you information that we think may be of benefit to you.