Complaints Policy

I do try to provide the highest level of service to my clients, but if something goes wrong or you feel unhappy in some way with the work I am doing for you, then please contact me to discuss it. However, if you do wish to make a formal complaint, then this policy sets out the procedure for doing so.

If you have a complaint, please contact me about it and I will address it.

I will acknowledge your complaint in writing within two working days of receiving it and enclose a copy of this Policy. I will ask you to confirm or explain any of the details of your complaint. If it seems appropriate, I may suggest an early meeting at this stage.

I will then start to investigate your complaint and examine your case file. I may also need to ask you for further information.

If appropriate, I will invite you to meet with me to discuss and try to resolve your complaint, which I would hope to do so within 14 days of first receiving your complaint. Within two working days of the meeting, I will write to you to confirm what was agreed or not. If you would prefer not to meet or if we cannot arrange a meeting within an acceptable timescale, I will send you a detailed reply to your complaint, which again I would hope to do so within 14 days of first receiving your complaint.

At this stage, if you are still not satisfied, please let me know. I will then arrange to review my decision, which I would expect to do within 10 days. I will then write to you again within 5 working days to confirm my final decision on the complaint and explain the reasons why.

If you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ about your complaint.

Any complaint to the Legal Ombudsman must usually be made within six months of the date of my final written response on your complaint, but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk

The Solicitors Regulation Authority can help if you are concerned about my behaviour, for conduct such as treating you unfairly because of your age, a disability or other characteristic, you can raise your concerns with the Solicitors Regulation Authority at https://www.sra.org.uk/consumers/problems/report-solicitor/

Data Protection Complaints

Under the Data (Use & Access) Act 2025 (DUAA) you have right to complain directly to me about how I handle your personal data. Data protection complaints are managed alongside my general complaints procedure.

Scope of a Data Protection Complaint

A data protection complaint is any expression of dissatisfaction relating to my processing of your personal data, including how it is collected, used, stored, shared, secured, or retained. I will treat a complaint as a data protection complaint regardless of the channel through which it is received (email, telephone, social media, post, or in‑person). I also have an electronic data protection complaints form, which will be supplied to you upon request.

How to Raise a Data Protection Complaint

You can raise a data protection complaint by contacting me directly:

Contact details:

Andrew Swan

Units 2 -4 Protection House

Albion Road

North Shields

NE30 2RH

Tel: 07541 947776

Email: andrew@andrewswanlaw.co.uk

How I Handle Data Protection Complaints

When I receive a data protection complaint, I will:

Acknowledge the complaint within 30 days, as required by the DUAA
Record the complaint in my Data Protection Complaints Register
Investigate the issues raised, including reviewing relevant systems, records, and internal processes
Request further information from you, if needed
Provide a clear and reasoned response as soon as possible and without undue delay
Explain the outcome, including whether your complaint is upheld, partially upheld, or not upheld
Inform you of your right to escalate the matter to the Information Commissioner’s Office (ICO), if you remain dissatisfied

Relationship with My General Complaints Procedure

Data protection complaints are handled under this dedicated process because they relate to statutory rights under the DUAA, UK GDPR, and the Data Protection Act 2018. Where a complaint includes both service‑related issues and data protection concerns, I will manage the complaint under my standard complaints procedure.

Interaction with Your Data Subject Rights Requests

If a complaint also includes a request to exercise a data protection right (e.g., access, rectification, erasure, objection), I will process the rights request under the UK GDPR while also handling your complaint under this section.