Terms of Business:
Please see the ‘Terms of Business’ Tab on our home page.
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided to you then you should inform us immediately so that we can do our best to resolve the problem for you. In the first instance it may be helpful to contact the individual who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint then please contact our offices and we can arrange to send you a copy of our complaints procedure for clients.
What happens if I don’t agree with your views on the complaint?
If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from lawyers.
Before accepting a complaint for investigation the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint and
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
The Legal Ombudsman’s contact details are as follows: PO BOX 6806, Wolverhampton, WV1 9WJ,
Telephone no. 0300 555 0333 Website: www.legalombudsman.org.uk Email firstname.lastname@example.org
Online Dispute Resolution Platform
The European Online Dispute Resolution Platform is at http://ec.europa.eu/consumers/odr. Our Client
Care Director is Lisa Haylock who you can contact for this purpose at: LisaHaylock@goconvey.co.uk
We gather data concerning the diversity of our workforce on an annual basis. A copy of our Diversity Report is available upon request. Please contact our offices if you would like to receive a copy of our latest report.
Cyber Crime Notice
Cyber-crime is on the increase, and you should be on the look-out for it to ensure that you do not become a victim of it. The website of the Council of Licenced Conveyancers contains a ‘Scam Alert’ database which provides members of the public with information about known scams in which the identity of a legitimate law firm or a legitimate lawyer has been used by persons unknown for what are assumed to be criminal purposes (www.conveyancer.org.uk/CLC-lawyer/Latest-scam-alerts.aspx ).
You should be alive to the possibility that a fraudster might deliberately misrepresent himself or herself as a member of, or as someone acting on behalf of or working with, Go Convey, for criminal purposes.
Such scams normally originate by email. Often the email will either promise the recipient a share of a large sum of money in return for paying a modest sum up front (an advance fee type fraud) or request personal or financial information about the recipient or the recipient’s bank account allegedly in order that money can be paid to them (an identity theft type fraud). In an attempt to give legitimacy or respectability to the scam, sometimes the email will direct the recipient to a false website that intentionally replicates the look of a legitimate website (a cloned website).
We are aware (and we have informed the Council of Licenced Conveyancers) that the website of this Firm has on occasions been cloned by persons unknown using web hosting companies located abroad for what we believe are criminal purposes, and also that from time to time scam emails have been in circulation which purport to come from this Firm or a Firm member or from a bogus firm or bogus lawyer with a name which is similar to but not identical to the name of this Firm or a Firm member. The scam emails often inform the recipient either that lottery winners wish to donate money to them, they might be a beneficiary of the estate of a deceased person or they might be the beneficiary of a recently discovered life insurance policy. Such emails are invariably fraudulent and should not be replied to or acted upon unless or until their provenance can be established. If you receive an unsolicited and poorly worded email from someone you do not know who is using a free email service and an unusual email address and it contains information or an offer which appears too good to be true, it very likely is not true.
If you receive an email purporting to come from Go Convey or a Firm member, or if you are directed to a website which purports to be Go Convey’s website, and you have doubts or concerns about the provenance of the email or website, before taking any action please either contact the Firm member you normally deal with and they will tell you whether the email came from us or whether it is our website.
Criminal Finances Act 2017
As a firm, we value our reputation for ethical behaviour and for financial probity and reliability. We recognise that over and above the commission of any crime, any involvement in the facilitation of tax evasion will also reflect adversely on our image and reputation.
We do not tolerate tax evasion, or the facilitation thereof in any circumstances, whether committed by or facilitated by a client, personnel or associated persons/companies.
We are committed to fighting tax evasion and have rigorous policies and procedures in place to detect and prevent the facilitation of tax evasion offences.
We provide regular training on the requirements of the Criminal Finances Act 2017 to all personnel.
We require all personnel to demonstrate the highest standards of honesty at all times and appropriate disciplinary action will be taken wherever tax evasion or the facilitation thereof by any personnel has been proven.
We undertake due diligence on all associated persons/companies to mitigate the risk of facilitation of tax evasion offences and, as part of our due diligence procedures, all agreements with third parties contain suitable provisions to enable termination of such agreements where associated persons/companies are not complying with the provisions of the Criminal Finances Act 2017.