Terms & Conditions of our Services
Our Services T&C
Terms & Conditions of our Service
Our terms and conditions are designed to be simple and straightforward and have been approved by Trading Standards as part of our membership of the national “Buy With Confidence Scheme“.
Your Statutory Rights
These terms and conditions do not affect your statutory rights (legal rights) in any way.
Service and Delivery
After completing the purchase of any of our services, you will be sent an e-mail with instructions on how to access your online case file. You can then access your secure case area to complete the details needed to prepare any application.
GDPR and DPA
Our guidance, for solicitors in law firms, addresses the data protection regime in the UK, which includes the:
- EU General Data Protection Regulation (GDPR)
- UK Data Protection Act 2018 (DPA)
Our guidance focuses on the data protection implications of the solicitor-client relationship – solicitors are data controllers of their clients’ personal data.
However, law firm data protection leads also need to consider the management of personal data.
Timescales
All timescales given upon purchase for any service provided are based on an average of all cases taken over the last 6 months and change on a monthly basis. Your individual case may take longer than advertised due to factors outside our control such as staff absence, court related issues such as strikes, or supplier issues.
We try to be as realistic as we can, but are unable to guarantee any timescale given as the service delivery depends on factors outside our control. The time a divorce takes depends on the reliability of the court service and we cannot be held responsible for delays at court once your documents have been filed.
Please also bear in mind that if the information is given incorrectly, we have to raise queries or a court raise queries, this will cause delays. We therefore always advise that clients do not book events that may be directly tied to the production of a final decree until they are in receipt of the certificate.
IInformation Comissioner's Office nr C1345952
Complaints Procedure
We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This helps us to improve our standards and enhance customer experience.
We normally resolve the vast majority of complaints in the first instance without any need for any formal procedure.
If you have a complaint, please contact us with the details of your complaint, in the first instance by e-mail to complain@advicenet .co.uk
with the word complaint in the subject line.
What will happen next?
- We will send you an e-mail acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will involve passing your complaint to a senior Manager, who will review your complaint by reading your file and speaking to the case managers and other team members to ascertain the facts of the case.
- Your complaint handler will then respond to your complaint within 7 days of receipt with their conclusions in writing.
- If you are not satisfied with their conclusions, your complaint and case notes will be passed to a Director for review who will normally respond within 7 working days (unless on leave).
- If you are not satisfied with the response we will provide you with details of an independent dispute resolution service provided by The Institute of Paralegals whose code of conduct and decisions, we are obliged to abide by and you may use their dispute resolution service for free. We will provide you with details of how to access this service if required.
Certificates
and Continuos Professional Development
Peterborough Office
London Office 02045773365
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