Lambert Pugh LLP is a limited liability partnership incorporated in England and Wales and is ‘controller’ under the General Data Protection Act 2018.
We may hold data about the following people:
- Customers and clients
- Suppliers and service providers
- Adviser, consultants and other professional experts
- Complainants and enquirers
What data do we collect?
We will only collect information from you that is relevant to the matter that we are dealing with. In particular we may collect the following information from you which is defined as ‘personal data’:
- Personal details
- Family, lifestyle and social circumstances
- Financial details
- Business activities of the person whose details we are processing
We may also collect information that is referred to as being in a ‘special category’. This could include:
- Physical or mental health details
- Racial or ethnic origin
- Religious beliefs or other beliefs of a similar nature
- Criminal convictions
Basis for processing
The basis on which we process your personal data is one or more of the following:
- It is necessary for the performance of our contract with you
- It is necessary for us to comply with a legal obligation
- It is in our legitimate interests to do so
- You have given us consent (this can be withdrawn at any time by advising our data protection officer)
How will we use your data
We may use your information for the following purposes:
- Provision of a legal service including advising and acting on behalf of clients
- Promotion of our goods and services
- Provision of education and training to customers and clients
- Maintaining accounts and records
- Supporting and managing staff
Who will we share your information with?
Under our code of conduct there are very strict rules about who we can share your information with and this will normally be limited to other people who will assist with your matter. This may include:
- Medical experts
- Private investigators
- Healthcare professional, social and welfare associations
- Court and tribunals
Where you authorise us we may also disclose your information to your family, associates or representatives and we may also disclose your information to debt collection agencies if you do not pay your bills
How long will we keep your information for?
- We will normally keep your information throughout the period of time that we do work for you and afterwards for a period of six years as we are required to do so by law and also by the regulations that apply to us
- In some cases (for example where we are prepared to have a will for you) we may retain your information for a longer period of time
- More information is set out in our data retention policy which is available on request from the data protection officer
Transfers to third countries
- We may from time to time transfer your personal data to a country outside of the EEA.
- Normally this will be necessary for the performance of your contract with us or for the defence of legal claims on your behalf
- Sometimes we may transfer for other reasons and we will ensure that appropriate safeguards are in place at all times
- We shall ensure that all the information you provide to us is kept secret using technical and organisational measures
- In the event of a personal data breach we have in place procedures to ensure that the effects of such a breach are minimised and shall liaise with the ICO and with you as appropriate
- Much more information is available from the data protection officer
What rights do you have?
- Right to be informed
- Right of access
- Right to rectification
- Right to erasure
- Right to restriction of processing
- Right to data portability
- Right to object
- Rights concerning automation and decision-making and profiling
Right of access
- You have the right to see the information we hold about you
- To access this, you need to provide a request in writing to our data protection officer, together with proof of identity
- We will usually process your request free of charge and within 30 days however we reserve the right to charge a reasonable administration fee to extend the period of time by a further 2 months if the request is manifestly unfounded or vexatious and/or is very complex
- Full details are available in our data subject access policy which is available on request from the data protection officer
Right to erasure
- You have a right to erase your personal data in certain cases (details may be found in Article 17 of the GDPR)
- We will deal with your request free of charge and within 30 days but reserve the right to refuse to erase information the we are required to retain by law or regulation, or that is required to exercise or defend legal claims
- To exercise your right to erasure please contact our data protection officer
Who you can complain to?
- If you are unhappy about how we are using your information or how we have responded to your request then initially you should contact the data protection officer, Paul O'Flaherty: firstname.lastname@example.org
- If your complaint remains unresolved then you can contact the Information Commissioner’s Office, details available at www.ico.org.uk
Third Party CookiesWe use Google Analytics, one of the most common and trusted solutions available to understand how you and other website visitors use our website. In turn we are able to find new ways to improve the website and therefore your experience. We will track information such as, the time you spend on the site and the pages that you visit. In turn we are able to continue producing engaging content for you.
If you would like more information Google Analytics and the cookies it sets, please visit the official Google Analytics page.
Cookies We Use
Our organisation utilises Force24’s marketing automation platform.
Force24 cookies are first party cookies and are enabled at the point of cookie acceptance on this website. The cookies are named below:
They allow us to understand our audience engagement thus allowing better optimisation of marketing activity.
f24_autoId – This is a temporary identifier on a local machine or phone browser that helps us track anonymous information to be later married up with f24_personid. If this is left anonymous it will be deleted after 6 months . Non-essential, first party, 10 years, persistent.
f24_personId – This is an ID generated per individual contact in the Force24 system to be able to track behaviour and form submissions into the Force24 system from outside sources per user. This is used for personalisation and ability to segment decisions for further communications. Non-essential, first party, 10 years, persistent.
The information stored by Force24 cookies remains anonymous until:
- Our website is visited via clicking from an email or SMS message, sent via the Force24 platform and cookies are accepted on the website.
- A user of the website completes a form containing email address from either our website or our Force24 landing pages.
More InformationWe hope that this information has been of use to you and clarified the purpose of cookies. If you are uncertain about whether to keep cookies active or not, we would recommend that they are kept running so that features on this and other websites remain intact.
If you would like further information, please feel free to contact our Data Protection Officer, Paul O’Flaherty. He can be contacted by e-mail: email@example.com
In this age of e-mails and scanning, we use these systems to improve our service to you. We are taught to be vigilant about items that we receive and would like you to do the same.
We will not e-mail our bank details to you and nor should you e-mail your bank details to us. We include our details in our original posted client care pack, these will not change. Before sending us any money for the first time you should telephone our office to confirm the validity of the details you are using. If you receive an e-mail containing bank details claiming to be from us please contact us immediately and DO NOT send any monies to them. Should you need to give us your bank details, please call us or send these via post to avoid your details being intercepted or amended by third parties.
E-mail scams are the biggest threat that we (both you and us) face so please check that e-mail addresses are correct before you send any form of response. Our e-mail addresses always end in ‘@lambertpugh.co.uk’. Should you receive an e-mail with any variation to this ending, it will not be from us. We will do our best to keep your information safe. Please make sure that you do too.
We are committed to providing a high quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards. We wish to deal with complaints in an efficient and fair manner and do not charge for dealing with complaints made against this firm.
Our Complaints Procedure
If you have a complaint, please write to us with details, addressing your letter to Mr John Pugh, our Client Care Solicitor, at 19 Charing Cross Norwich NR2 4AX.
What Will Happen Next?
- We will send you a letter acknowledging your complaint and asking you to confirm or explain any additional details that may be needed. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within seven days of us receiving your complaint.
- We will, within three days of receiving your complaint, record your complaint in our central register and open a separate file for your complaint.
- We will then start to investigate your complaint. This will normally involve discussing your complaint with the person who dealt with your case and any other relevant parties and also examining all relevant files. If convenient you may be invited to a meeting at our offices to discuss your complaint.
- We will then, within 8 weeks of your complaint or at the meeting as above, send you a detailed written reply including our suggestions which we hope will resolve your complaint.
- At this stage, if you are still not satisfied, please let us know in writing and we will arrange to review our decision. This will happen in one of the following ways:
- A partner in the firm can review the decision if requested.
- We will ask our local Law Society or another local firm of solicitors to review your complaint. We will let you know how long this process will take;
- We will invite you to agree to independent mediation. We will let you know how long this process will take.
- We will let you know the result of the review within ten days of the end of the review. At this time, we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and the address of the Legal Ombudsman Service so that you may contact them if you are still not satisfied.
- If we have to change any of the timescales above, we will let you know and explain why.
Our Services include:
Our Customer’s Thoughts
At Lambert Pugh llp we pride ourselves on our outstanding customer service
"I cannot thank Susie enough, professional knowledgeable, supportive and fast I will always use this solicitor in the future”
Mr S, Dudley
“Thank you to Lambert Pugh, especially Team 9. They were very helpful and efficient at all times throughout my dealings with them, at an exceptionally competitive price! I would recommend them to anyone needing a low cost, efficient, conveyancing firm.”
Ms H, Belton
“Very impressed with the service provided by Christine – always thorough, very helpful and professional and promptly responded to any queries we had. We would certainly recommend her”
Mr S, London
“Olivia replied to emails quickly and responded on a Saturday. She was polite, friendly and we felt valued as a client. I particularly appreciated telephone communication with her when we faced challenges and felt that she acted in our best interests with patience and understanding.”
Mr & Mrs J, Lichfield
“The estate agents selling for us and the ones dealing with our purchase were both amazed at the speed that Jonathan got things done. We could not fault the service given to us. Well done and a very big thank you.”
Mr & Mrs I, Lincolnshire
“Our experience has been very positive and we don’t have anything we would have changed. All extremely polite and quick to respond to our needs. Thank you very much.“
Ms W & Mr G, Norwich
“I cannot speak highly enough of Vikki as she kept me up to date and when I was getting despondent she kept me going. Easy to talk to and easy to understand.”
Mrs W, Llandudno
We did have concerns to start with, due to you not being on our door step so to speak.
But, all business between our selves was actively done through email and telephone, and the process was effectively completed
I would like to place on record, my appreciation and thanks to Susie Dove.
Susie looked after us during the whole process, in a professional friendly manner.
Communication was clear, and responses to telephone calls and emails were replied to us efficiently.
Thanks again Susie!
Mr and Mrs J, Hereford
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