CAPA LAW Solicitors is authorised and regulated by the Solicitors Regulation Authority and abides by the rules of conduct set out by the same. To access the SRA Rules of Conduct visit www.sra.org.uk
CAPA LAW Solicitors is committed to providing high quality legal services. Whilst we make every effort to ensure our services meet such standards, on occasion, it may be perceived that our standards fail to meet this objective.
Should this happen, please let us know. We use your feedback to continually monitor and where necessary, improve our performance.
Any concerns regarding the way in which your claim is being handled should initially be raised with the fee earner dealing with your claim. The fee earner will endeavour to resolve any concerns and will confirm the position in writing.
If you are not satisfied that the issue raised has been resolved, you may refer your complaint in writing or by email to our Client Care Partner, Cathy Fielding at CAPA LAW Ltd, 10 Ashfield Road, Aigburth, Liverpool. L17 0BZ or [email protected]
Your complaint will be acknowledged within 7 days of receipt and, following an investigation, a written response including suggestions to resolve any issues. We aim to respond to all complaints within 8 weeks of receipt of your complaint.
If your complaint is about Cathy Fielding, then the investigation will be undertaken by Paula Hendrick who can be contacted at [email protected]
During the investigation, we will review your file, consider your comments and those of the fee earner involved. Should you remain unhappy with our response, you can refer your complaint to an independent body, the Legal Ombudsman at
PO Box 6806,
Wolverhampton,
WV1 9WJ
Tel: 0300 555 0333
You should refer any unresolved complaint to the Legal Ombudsman within six months of our final response letter.
If your complaint relates to a breach of the SRA Code of Conduct and/or allegations of dishonesty or discrimination, you may also make a report to the Solicitors Regulation Authority (SRA) at Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN, Tel: 0370 606 2555. To obtain further information see www.sra.org.uk.
Data protection complaints
If your complaint relates to the way in which we have collected, used, stored, disclosed, retained or otherwise handled your personal data, we will treat this as a data protection complaint.
Data protection complaints will be handled under this complaints procedure, unless we tell you otherwise. We will acknowledge your complaint within seven days of receipt and will investigate and respond to you as soon as reasonably practicable. In any event, we will provide our response within eight weeks of receiving your complaint.
Where your complaint relates to personal data, we may need to ask you for further information to help us understand your concerns. We may also need to verify your identity.
Our Privacy Notice provides further information about how we handle personal data and explains your rights as a data subject, including your rights of access, rectification, erasure, restriction, objection and data portability, where applicable. A copy of our Privacy Notice is available at https://capalaw.co.uk/privacy-policy/ or can be provided on request.
If you remain dissatisfied with the way we have handled a data protection complaint, you may complain to the Information Commissioner’s Office, which is the UK supervisory authority for data protection matters.
You can contact the Information Commissioner’s Office by visiting www.ico.org.uk or by telephone on 0303 123 1113.
Where a complaint includes both a concern about our legal service and a concern about how we have handled personal data, you may have the right to refer the service element of your complaint to the Legal Ombudsman and the data protection element to the Information Commissioner’s Office.