Website Terms and Privacy Policy
Who we are
Our website address is: https://myfamilylaw.uk.
Privacy Policy
Richard Nelson LLP is registered with the Information Commissioner under registration reference Z7727610, as a controller of personal data under the relevant data protection legislation and regulations. Any personal data you provide to us during your use of our website will be processed in accordance with the current UK data protection laws.
We will only process your data to enable us to provide you with advice which you have requested, to enable us to provide you with information about our services and our firm and for any other purpose for which you subsequently chose to give your consent.
When you access our website, your computer’s browser may provide us with data such as your IP address and browser type. It is not our intention to use data of this nature to identify a personal
user. Our website collects this information to facilitate a good user experience. We also use this to compile statistical data regarding user’s access to our website to enable us to improve our website and marketing strategy.
This notice is intended for prospective clients who use our website. If you became a formal client then we will provide you with our Privacy Notice for Clients.
If at any time you wish to have your name removed from our database, or wish to contact us in relation to any other matter regarding our processing of your data, please Contact us.
MyFamilyLaw.uk is a Trading name under the firm Richard Nelson Solicitors LLP. Their Data Protection Officer is Marie Dancer, the firm’s Managing Partner.
Complaints Procedure
MyFamilyLaw.uk is a Trading name under the firm Richard Nelson Solicitors LLP. Their Complaints Procedure can be found at https://www.richardnelsonllp.
What is a complaint?
We will regard a complaint as being any expression of dissatisfaction in relation to the legal services, client care or the complaints management process provided by the practice, where a response or resolution is explicitly or implicitly expected.
How complaints should be made:
If you become unhappy or concerned about the service we are providing, then you should let us know. Complaints may be made face to face, in writing by letter, or email or on the telephone. In the first instance, it may be helpful to contact the lawyer who is dealing with you case to discuss your concerns.
However, if you remain unsatisfied and you wish to make a formal complaint, then please contact the compliance solicitor at Richard Nelson Solicitors LLP, Lucie Malins, with the full details of your complaint. We would expect to receive any complaints within 6 months of the subject matter of the complaint being identified to you and ideally as soon as possible.
How will we respond to a complaint?
On receipt of a complaint we will send you a letter acknowledging your complaint within three days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will include reviewing your file and speaking to the lawyer responsible for your matter. We will seek to identify the cause of your complaint and will seek to offer appropriate redress. We will analyse if as a result of your complaint we need to make any changes to our policies and procedures and if we have any training needs.
Lucie Malins will then offer you the opportunity of a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.
Within three days of a meeting, Lucie Malins will write to you to confirm the outcome of the meeting and any solutions she has agreed with you.
If you do not want a meeting or if it is not possible to arrange one, Lucie Malins will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
If your case and/or complaint are particularly complicated, we may not be able to adhere to the standard timeframe set out in this procedure. In these circumstances we will explain this to you and will aim to agree with you a realistic, fair timeframe for investigating your complaint and for responding to you.
On receipt of our written response to your complaint, if you remain unsatisfied, you should contact us again and we will arrange for our Managing Partner, Marie Dancer to review the decision. You should request this review within 21 days of receiving the detailed written reply/reply following a meeting. If you require additional time to respond, you should make this request within the 21 day period, detailing your reasons and we will seek to agree a suitable extension of time with you.
We will write to you within 10 days of receiving your request for a review, providing you with the firm’s final written response about your complaint and explaining our reasons.
In the event that a complaint relates to either Lucie Malins or our Managing Partner, then their role in the complaint process will be substituted appropriately by another Partner.
What to do if we cannot resolve your complaint:
If having had a review of our decision you remain unsatisfied then you can ask the Legal Ombudsman to consider your complaint. They will look at your complaint independently. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint. However if you are outside of that timeframe, then you may still wish to contact the Legal Ombudsman, as they may agree to review our decision for you.
The Legal Ombudsman can be contacted at Legal Ombudsman PO Box 6806, Wolverhampton WV1 9WJ or at www.legalombudsman.org.uk
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things such as dishonesty, or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority. More information can be found at their website at https://www.sra.org.uk/
Alternative complaints bodies exist, such as ProMediate, which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. ProMediate can be contacted via their website at http://www.promediate.co.
Records of complaint:
We will maintain a central record of all complaints. This will enable us to conduct an annual review of all complaints received and the outcome to enable us to verify that our complaint procedure is in effective operation across the firm.
Link to SRA Code of Conduct
https://www.sra.org.uk/
Comments
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 anonymized 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.
Media
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.
Cookies
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.
Embedded content from other websites
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.
Who we share your data with
If you request a password reset, your IP address will be included in the reset email.
How long we retain your data
If you leave a comment, the comment and its metadata are retained indefinitely. This is so we can recognize 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.
What rights you have over your data
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.
Where we send your data
Visitor comments may be checked through an automated spam detection service.