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Regulated by the Faculty Office of the Archbishop of Canterbury, The Faculty Office, 1 The Sanctuary,

Westminster, London SW1P 3JT

Complaints

We are committed to providing a high-quality legal service to all our clients. However, we do realise that

on some occasions your expectations may not be met, or you may have a query or concern or simply be

dissatisfied. If any of these occur, you should initially raise them with the notary directly. If the concern is

not resolved to your satisfaction or you would prefer to speak to someone else, please write to Jonathan

Thornton; if your concern is about Jonathan Thornton, please contact Richard Frimston. Please address

your correspondence to: Russell-Cooke, 2 Putney Hill London SW15 6AB

If the matter cannot be resolved you may refer your concern to the Notaries Society, who can offer a

Complaints Procedure which is approved by the Faculty Office. Copying in Richard Frimston, please

write (but do not enclose any original documents) with full details of your complaint to: Secretary of the

Notaries Society, Old Church Chambers, 23 Sandhill Road, St James, Northampton NN5 5LH or email

secretary@thenotariessociety.org.uk

Finally, even if you have your complaint considered under the Notaries Society Approved Complaints

Procedure, you may at the end of that procedure or after a period of eight weeks from the date of making

thecomplainttothenotary,makeyourcomplaintdirecttotheLegalOmbudsmanifthematterhasnotbeen

resolved to your satisfaction: Legal Ombudsman, P.O. Box 6806, Wolverhampton WV1 9WJ or by email

to

enquiries@legalombudsman.org.uk

or call 0300 555 0333. If you are calling from overseas, please call

+44 121 245 3050. If you decide to make a complaint to the Legal Ombudsman you must refer your

matter to the Legal Ombudsman within six months from the conclusion of the complaint process.

Document storage

We will store your file (electronically or otherwise) for such time as we judge reasonable in the view of

the law and any regulations, after which we may destroy it. We may charge for time spent at your request

retrieving papers and documents or for any reading, correspondence or other work to comply with your

requests. If we agree to retain important original documents then, we will not charge you for this service

unless we agree otherwise or after giving you one month’s written notice that we propose to do so.

Privacy

We may collect from you the identification listed in the ‘Requirements’ section above any additional

personal data that we may reasonably require for the performance of the notarial services (“Personal

Data”). We may process your Personal Data in order to provide notarial services to you. We may disclose

your Personal Data to Russell-Cooke Solicitors LLP for the purpose of providing notarial or other

legal services to you.

We will comply with our obligations under the Data Protection Act 1998 in relation to your Personal Data.

Depending on the nature of the work carried out for you your personal data may be transferred outside of

the European Economic Area where the data regulations may not offer the protection as within Europe.

If you do not wish us to process your Personal Data for any of the above purposes, please write to the

notary responsible for your work.

www.russell-cooke.co.uk