1. Definitions and interpretation

    The following definitions and rules of interpretation apply in these terms and conditions of business.

    1. Definitions

      Business Day: a day, other than a Saturday, Sunday or public holiday in England, when banks in London are open for business.

      Charges: the sums payable for the Services.

      Client: the person or firm engaging Z group in respect of the Services.

      Contract: these terms and conditions of business and any Client Care Letter.

      Client Care Letter: any client care letter issued by Z group to the Client in respect of the provision of the Services.

      Rules: the SRA’s Account Rules.

      Services: the services that Z group agrees to supply to the Client.

      SRA: the Solicitor’s Regulation Authority.

      Supervising Partner: any person named as such in a Client Care Letter.

      VAT: value added tax or any equivalent tax chargeable in the UK.

      Z group: ZGRP Limited, a private company limited by shares and incorporated in England and Wales with company number 09168494, whose registered office is situated at Suite LU.231, The Light Bulb, 1 Filament Walk, Wandsworth, London SW18 4GQ

    2. Clause headings shall not affect the interpretation of these terms and conditions.
    3. A person includes a natural person, corporate or unincorporated body (whether or not having separate legal personality).
    4. A reference to a company shall include any company, corporation or other body corporate, wherever and however incorporated or established.
    5. Unless the context otherwise requires, words in the singular shall include the plural and in the plural shall include the singular.
    6. Unless the context otherwise requires, a reference to one gender shall include a reference to the other genders.
    7. These general terms and conditions of business shall be binding on, and enure to the benefit of, the parties to the Contract and their respective personal representatives, successors and permitted assigns, and references to any party shall include that party's personal representatives, successors and permitted assigns.
    8. A reference to a statute or statutory provision is a reference to it as amended, extended or re-enacted from time to time.
    9. A reference to a statute or statutory provision shall include all subordinate legislation made from time to time under that statute or statutory provision.
    10. A reference to writing or written does not include fax.
    11. Any obligation on a party not to do something includes an obligation not to allow that thing to be done.
    12. A reference to these general terms and conditions of business or to any other agreement or document referred to in these general terms and conditions of business is a reference of these general terms and conditions of business or such other agreement or document as varied or novated (in each case, other than in breach of the provisions of the Contract) from time to time.
    13. References to clauses are to the clauses of these general terms and conditions of business.
    14. Any words following the terms including, include, in particular, for example or any similar expression shall be construed as illustrative and shall not limit the sense of the words, description, definition, phrase or term preceding those terms.
  2. About Z group’s regulators
    1. Z group offers legal and accounting professional advice.
    2. Advice given and work carried out by Z group which is of a legal nature and are “regulated activities” are regulated by the SRA of England and Wales, SRA number 619491 and will include Z group’s reserved legal activities and any legal activity prescribed by the SRA as integral reserved legal activities. Details of the professional rules which apply in this respect can be viewed on the SRA website at
    3. Advice given and work carried out by Z group which is of an accountancy nature are regulated by the Institute of Chartered Accountants in England and Wales (ICAEW), ICAEW number Details of the professional rules which apply in this respect can be viewed on the ICAEW website at
    4. Z group may be required to provide evidence to its regulators that it complies with its regulatory requirements and unless notified otherwise by the Client in writing, Z group is authorised to produce Client files and other documents to its regulators, as an exception to Z group’s undertakings regarding confidentiality.
  3. Z group's responsibilities
    1. Z group shall supply the Services with reasonable care and skill and in accordance with any scope of works included in a Client Care Letter, or otherwise agreed by Z group.
    2. Z group shall use reasonable endeavours to meet any performance dates specified, but unless expressly agreed otherwise by Z group, any such dates shall be estimates only and time for performance by Z group shall not be of the essence of the Contract.
    3. Z group provides the Services solely in accordance with the laws of the English and Welsh legal jurisdictions in which Z group operates.
  4. Client's obligations
    1. The Client shall:

        (a) co-operate with Z group in all matters relating to the Services;

        (b) provide for Z group, its agents, subcontractors, consultants and employees, in a timely manner and at no charge, access to such information, data and other facilities as reasonably required by Z group for the performance of the Services;

        (c) provide to Z group, its agents, subcontractors, consultants and employees in a timely manner all documents, information, items and materials in any form (whether owned by the Client or third party) reasonably required by Z group in connection with the Services and ensure that they are accurate and complete;

        (d) treat Z group’s officers, employees, agents, subcontractors and consultants with respect and without harassment.

    2. If Z group’s performance of its obligations under the Contract is prevented or delayed by any act or omission of the Client or the Client’s officers, employees, agents, subcontractors or consultants, then, without prejudice to any other right or remedy it may have, Z group shall not have any liability to the Client.
    3. Z group is committed to promoting compliance with the requirements of the Criminal Finances Act 2017 within our practices as well as in those areas in which we have influence. We do not tolerate tax evasion, or the facilitation thereof in any circumstances, whether committed by or facilitated by you, personnel or associated persons or companies.
  5. Non-solicitation
    1. The Client shall not, without the prior written consent of Z group, at any time throughout the period of the Contract and for a period of ten months after the termination, cancellation or expiry of the Contract, solicit or entice away from Z group or employ or attempt to employ any person who is, or has been, engaged as an employee, consultant or subcontractor of Z group in the provision of the Services.
  6. Charges and payment
    1. In consideration of the provision of the Services by Z group, the Client shall pay the Charges.
    2. Unless expressly agreed otherwise by Z group, any Charges quoted represent an estimate of the time that Z group anticipates taking to provide the Services and therefore is not final and binding. If the scope of Z group’s instructions changes, the underlying facts change, or problems or delays occur which are outside Z group’s control, this may result in a change to the Charges.
    3. Where Z group is engaged by the Client on an annual retainer, Z group may increase the Charges on an annual basis with effect from each anniversary of the date of the Contract.
    4. Z group may send the Client its invoice for Charges and disbursements on a monthly basis, however, circumstances may make it appropriate for Z group to do so at longer or shorter intervals and Z group reserves the right to do so.
    5. Z group’s invoices are due for payment on delivery and are payable in £sterling. Payment of Charges and expenses up to £500 may be made in cash, but greater amounts must be paid by cheque or bank transfer.
    6. The Client agrees that Z group is authorised to apply any funds held in Z group’s account which is not held for a specific purpose (including, without limitation, sale proceeds) towards the discharge of outstanding invoices on any matter which Z group is handling for the Client, whether or not the money was acquired in connection with the matter for which the invoices have been rendered.
    7. Z group may incur expenses and disbursements which are incidental to the Services, including but not limited to Companies House searches and filing fees, HM Land Registry searches and filing fees and travel expenses, up to a maximum of £100 without prior approval from the Client and such expenses and disbursements shall be invoiced by Z group in accordance with clause 6.4 and paid by the Client in accordance with clause 6.5.
    8. Notwithstanding that another party may agree, or may be ordered by a Court, to pay some or all of the Charges or expenses, the Client will remain responsible to Z group for full payment of all Charges and expenses and the Client shall, unless agreed otherwise in writing by Z group, seek to recover any such contribution from the third party in question.
    9. Where Z group is required to provide a solicitors undertaking in the provision of the Services, then Z group will require payment from the Client of the full extent of Z group’s financial exposure resulting from the giving of the undertaking and the Client shall not be entitled to the return of any monies paid to Z group unless and until Z group’s obligations arising on the giving of the undertaking have ended.
    10. Without prejudice to any other right or remedy that Z group may have, if the Client fails to pay Z group any Charges and/or expenses on the due date:

        (a) the Client shall pay interest on the overdue sum from the due date until payment of the overdue sum, whether before or after Interest under this clause 6.10(a) will accrue each day at 4% a year above the Bank of England's base rate from time to time, but at 4% a year for any period when that base rate is below 0%;

        (b) Z group may suspend all or part of the Services until payment has been made in full;

        (c) Z group may retain any property belonging to the Client (including deeds, documents, files and money) until payment in full has been made, whether or not such property was acquired in connection the matter for which the invoices have been rendered; and

        (d) Z group may apply any interest and sums in lieu of interest which has accrued in respect of any Client monies held by Z group towards settlement of any unpaid invoice, or hold the same on account of work in progress.

    11. All sums payable to Z group under the Contract:

        (a) are exclusive of VAT and the Client shall in addition pay an amount equal to any VAT chargeable on those sums on delivery of a VAT invoice; and

        (b) shall be paid in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).

    12. Z group does not undertake legal aid work and it is important that you are aware of Legal Aid. Legal Aid is useful to a litigant because if he loses, his liability is limited to his means- tested contribution, and it is unlikely the court will allow the victor to recover any costs against him. Legal Aid is not free. In most cases it is only a loan repaid from the fruits of the action. If the assisted party succeeds and recovers or preserves any asset (except for some exemptions for maintenance and family proceedings), it is subject to the statutory charge. The statutory charge operates to put the recovery or the preserved asset first towards payment of the assisted party’s legal costs, and the assisted party only gets the net balance (if any) – often much later because of the time taken in quantifying the final costs. If money is recovered, it has to be paid to the assisted party’s solicitor who has to pay it into the Legal Aid Fund who carry out the accounting and pay out the balance. The Legal Aid Agency has no power to reduce or waive the effect of the statutory charge. If a home is involved, it is sometimes possible to delay payment, but the statutory charge then operates like a mortgage and attracts interest until everything is repaid on sale. For more information please go to the LAA website or telephone them directly on 0300 20 2020.
  7. Money on account
    1. Any money received by Z group from a Client or on a Client’s behalf in respect of legal Services, will be held in a client bank account which will be subject to the strict provisions of the Rules.
    2. All Client monies are held in bank accounts with banks backed by the Financial Conduct Authority in accordance with recommended guidance by the Law Z group’s client account is held with Barclays Bank plc.
    3. Where a bank where Client money is held collapses and Client money is lost as a result, Z group will not be liable to the Client for any losses arising out of the collapse of the bank, however the Client may have recourse to the Financial Services Compensation Scheme ( for compensation.
    4. In accordance with the Rules, Z group will account to the Client for interest or a sum in lieu of interest calculated in accordance with the Rules, provided that Z group will not pay a sum in lieu of interest if the amount calculated is £20 or less and Z group may use such interest in accordance with clause 6.10(d).
    5. Subject to clause 10(d) and clause 7.4, upon the termination, expiration or cancellation of the Contract, Z group will account to the Client for any Client money which it holds by cheque or bank transfer (and not by cash), unless such amount is less than £100. By agreeing to the Contract, the Client agrees to Z group donating such amount to a charity of Z group’s choice, without accounting to the Client.
  8. Data protection, marketing and use of information What information does Z group process?
    1. Z group asks Clients to provide certain information about the Client (or individuals employed or engaged by the Client) including but not limited to name, title, postal address, telephone number and/or email address. Z group also needs information about the Client’s matter and circumstances, as well as contact information for other parties to the matter. This information may include both personal data and special categories of data as more particularly described in clause 8.6.
    2. Z group may also receive information about the Client (or individuals employed or engaged by the Client) from third parties such as estate agents, accountants, banks, surveyors, medical professionals, Courts, regulatory bodies and other advisors and specialists related to the Client’s matter. The Client may also provide us with additional information that the Client considers relevant as part of the instruction.
    3. How does Z group use information?

    4. Z group will use Client information for the specific purpose for which it has been provided to or collected by Z group, including but not limited to:

        (a) providing information that the Client may request regarding the services that Z group offers;

        (b) contact the Client to introduce the Client to members of Z group’s team;

        (c) providing the Client with services, including referring the Client to other specialist advisers both in the UK and overseas;

        (d) comply with Z group’s statutory and regulatory requirements;

        (e) verifying the Client’s identity and checking any relevant background circumstances for anti-money laundering and ‘know your client’ purposes

        (f) booking the Client onto a course or event;

        (g) dealing with feedback, queries or complaints;

        (h) contacting the Client for the Client’s views on Z group’s services;

        (i) administering, supporting, improving and developing Z group’s business generally and enforcing Z group’s legal rights.

    5. Z group may also use Client information for marketing and hospitality, which shall include but not be limited to:

        (a) providing communications about Z group and other services that Z group provides that may be of interest to the Client;

        (b) providing the Client with updates on relevant areas of sector expertise and practice;

        (c) contacting the Client about other activities and events that Z group may undertake; or

        (d) inviting the Client for a meal or drinks or other hospitality event.

    6. Z group must have a lawful basis for processing Client information, which will vary on the circumstances of how and why Z group holds Client information, but typical examples include;

        (a) the activities are within Z group’s legitimate interests as a professional services firm seeking to engage with and provide services to prospective and current clients and personnel, for example, to make Z group’s systems and procedures more efficient;

        (b) where the Client has given consent for Z group to process Client information, for example, in relation to certain marketing activities;

        (c) where Z group is carrying our necessary steps in relation to its retainer with the Client, to provide services to you;

        (d) the processing is necessary for compliance with a legal obligation to which Z group is subject, for example, for Z group to certify the Client’s identity under anti-money laundering requirements, including carrying our electronic ID checks; or

        (e) to protect the Client’s vital interests, for example, if you were unfortunate enough to fall ill or suffer injury on Z group’s premises.

    7. If Z group processes any special categories of information, for example information revealing racial or ethnic origin, political opinions, religious or philosophical beliefs or trade union membership, genetic data, processing or biometric data for the purpose of uniquely identifying individuals, health data, or data concerning the Client’s sex life or sexual orientation, Z group must have a further lawful basis for the processing. This may include:

        (a) where the Client has given Z group its explicit consent to do so, for example, to cater for the Client’s medical or dietary needs at an event;

        (b) where the processing is necessary to protect the Client’s vital interests or someone else’s vital interests;

        (c) the Client has made the information public;

        (d) the processing being necessary for the establishment, exercise or defence of legal claims; or

        (e) the process being necessary for reasons of substantial public interest, for example to undertake activities in relation to the prevention or detention of fraud or other unlawful or dishonest activities.

    8. If Z group processes any information relating to the Client’s criminal convictions or offences, Z group will typically rely on one of the following lawful bases;

        (a) preventing or detecting unlawful acts;

        (b) complying with Z group’s regulatory requirements in relation to unlawful acts or dishonesty;

        (c) dealing with suspicions of terrorist financing or money laundering; or

        (d) where it necessary for Z group to obtain legal advice or establish, exercise or defend legal rights.

    9. Marketing

    10. Z group may use Client information to invite Client’s to hospitality events or other selected events and/or to send Client’s information that Z group thinks may be of interest to the Client or its This is within Z group’s legitimate interests as a professional services firm to use your information in this way.
    11. The Client will be given an opportunity to tell Z group whether or not it wishes to receive direct marketing materials and communication from Z group at the time the Client submits or provides its details to Z group (primarily if the Client is a private individual, a sole trader or an unincorporated partnership).
    12. Where the Client does not wish to receive any direct marketing material or communications after it submits or provides its details to Z group, or otherwise receive communication from Z group, the Client shall email us at 11 (stating UNSUBSCRIBE in the heading of any email message) indicating if the Client does not wish to be contacted for one or more of these marketing purposes and/or via particular forms of communication, for example email or telephone. The preferences that the Client states will override any registrations that the Client or the Client’s organisation may have with the relevant preference organisations (such as the telephone preference service).
    13. Where the Client changes its mind about being contacted by Z group in the future, or changes address, or if any information that Z group holds about you the Client is inaccurate or out of date, the Client shall let Z group know by emailing us at or writing to us at: Z group, Suite LU.231, The Light Bulb, 1 Filament Walk, Wandsworth, London SW18 4GQ or calling 0208 944 1180.
    14. CCTC surveillance

    15. CCTV systems are installed at Z group’s premises. All internal and external CCTV cameras are visible and typically, they are positioned on the exterior of the building, the carpark and the reception area, but may be repositioned from time to time to ensure their effective Images are recorded and retained for the period of time set out in Z group’s destruction dates policy. This is primarily to assist with security and safety of our staff and visitors to our site, although in rare cases Z group may use CCTV footage in investigations.
    16. Automated Processing/Profiling

    17. Z group tailors its marketing and hospitality communications to the interests of particular clients and contacts to ensure that it provides information and invitations of interest and relevance. Z group also uses certain external checking systems in order to verify Client’s identity and carry out anti-money laundering and ‘know your client’s’ checks.
    18. Disclosure of information

    19. Some of the Client information will be held by Z group on its computers in the UK and will only be accessed by or given to Z group’s staff working in the Some Client information may be transferred to, stored and processed by third party organisations which process data for Z group and on its behalf and these third parties may be based (or store or process information) in the UK or elsewhere including outside of the EEA.
    20. Z group may also transfer Client information to other organisations or professional advisers with whom Z group is working on your matter, or to whom Z group is referring you for additional or separate advice.
    21. If the Client agrees to act as a referee for us in relation to other work for which Z group is tendering, Z group will only do this with the Client’s prior permission.
    22. Z group may also be obliged to disclose data under certain laws or by order of Court or other competent regulatory body, or may be permitted to disclose it under applicable data protection laws.
    23. If Z group merges with another business entity or divests a part of its business or carries out internal corporate restructuring, Client information may be disclosed or transferred to Z group’s new business partners or owners or the new corporate entities.
    24. Legislation on money laundering and terrorist financing places Z group under a legal duty in certain circumstances to disclose information to the National Crime Agency. Where Z group suspects that a transaction on behalf of a Client involves money laundering, Z group may be required to make a money laundering disclosure and Z group may not be able to inform the Client that a disclosure has been made or the reasons for it.
    25. Where Z group holds funds on a Client’s behalf or on behalf of a beneficial owner and where required by Z group’s bank, Z group may provide its bank with evidence of Client due diligence, including evidence of identity.
    26. Z group will take steps reasonably necessary to ensure that Client information is treated securely and in accordance with these terms of business.
    27. Protection of information

    28. Z group has in place administrative, technical and physical measures internally designed to guard against and minimise the risk of loss, misuse or unauthorised processing or disclosure of the Client information it holds.
    29. Where Z group transfers information to third parties to enable them to process it on Z group’s behalf, Z group will endeavour to ensure that the providers meet the relevant legal or regulatory requirements for transferring data to them and keeping it secure.
    30. Z group will endeavour to ensure that where Client information is transferred to a country or international organisation outside of the UK/EEA, Z group will comply with relevant legal rules governing such transfers.
    31. The Client’s rights

    32. The Client (or individuals employed or engaged by the Client) have certain rights in relation to Client information, although those rights will not apply in all cases or to all Client information that Z group For example, Z group may need to continue to hold and process information to establish, exercise or defend our legal rights. Z group will inform the Client if this is the case.
    33. The Client has the right to request that Z group:

        (a) provides the Client with a copy of the Client information that Z group holds;

        (b) updates the Client information where it is out-of-date or incorrect;

        (c) deletes Client information;

        (d) restricts the way in which Z group processes Client information;

        (e) considers any valid objections to Z group processing Client information.

    34. Z group will respond to the Client’s request (including providing information on whether the rights apply in particular circumstances) within the applicable statutory time period. If Z group is not sure of the Client’s identity, Z group may require the Client to provide further information in order for Z group to confirm whom the Client is. If the Client is requesting information about a third party, Z group will not be able to provide this to the Client unless Z group has received signed written consent from the individual about whom the Client is requesting information and Z group is satisfied that such consent is valid.


    35. Z group may make changes to its processing of personal data from time to time as Z group’s business and internal practices and/or applicable laws change. Z group will not make any use of Client information that is inconsistent with the original purpose for which it was collected or obtained (if Z group intends to do so, it will notify the Client in advance wherever possible) or otherwise than is permitted by applicable law.
  9. Confidentiality
    1. Z group shall not, at any time, unless expressly authorised by the Client, disclose to any person:

        (a) that Z group is instructed by the Client; or

        (b) any information concerning the Services; or

        (c) any other information concerning the Client which is acquired by Z group as part of the provision of the Services

    2. The Client shall not, at any time, disclose to any person any Confidential Information of Z group.
    3. Notwithstanding clause 1 and clause 9.2:

        (a) Z group may disclose the information of the type specified in those clauses:

          (i) to its employees, officers, representatives or advisers who need to know such information for the purposes of exercising the party's rights or carrying out its obligations under or in connection with the Contract. Z group shall ensure that its employees, officers, representatives or advisers to whom it discloses the other party's confidential information comply with this clause 9;

          (ii) as may be required by law, a court of competent jurisdiction or any governmental authority to which Z group is subject; or

          (iii) to Z group’s regulators, the Legal Ombudsman, Z group’s auditors, external assessors or other advisors or for the purposes of Z group’s professional indemnity insurance;

        (b) where the Client or Z group has engaged other advisors to assist with a matter, Z group will assume, unless notified in writing otherwise by the Client, that Z group may disclose any such information to such other advisors as necessary; and

        (c) Z group may outsource administrative and support services to assist with the provision of the Services, as well as using third party IT platforms (including cloud based platforms) and suppliers of other specialist products and where it does so, Z group shall obtain a confidentiality agreement where appropriate with the third party, along with complying with relevant data protection legislation, where any personal data is processed by a third party on Z group’s behalf.

    4. Notwithstanding the other provisions of these terms of business, your file may also be reviewed by a third party in a due diligence exercise relating to the sale or transfer of all or part of our business or the acquisition of another business by us. Unless you provide us with express written indication to the contrary, we will assume that we have your consent and that such consent will extend to all future matters which we conduct on your behalf. If you wish to withhold consent, please inform us in writing when returning the signed Client Care Letter. If you withhold consent, work on your file will not be affected in any way.
  10. Conflicts of interest
    1. Z group has in place procedures to ensure that conflict checks are carried out on each Client matter. These procedures help Z group fulfil its professional obligations not to act for one client in a matter where there is an actual or significant risk of a conflict with the interests of another client from whom Z group is already acting.
    2. Where the Client becomes aware of an actual or potential conflict of interest, the Client shall raise it with Z group immediately.
  11. Equality and diversity
    1. group is committed to providing equality and diversity in all of its dealings with clients, third parties and employees. Please contact Z group if you would like a copy of its equality and diversity policy.
  12. Limitation of liability
    1. Z group’s advice and assistance is provided solely for the purpose of the Services and only to the Client and therefore the Client shall not, without Z group’s prior written consent, use Z group’s advice for any other purpose or disclosure such advice to any other person other than the Client’s other advisors (who may not rely on such advice).
    2. Where any loss is suffered by the Client for which Z group and any other person are jointly and severally liable to the Client, the loss recoverable by the Client shall be limited so as to be in proportion to Z group’s relative contribution to the overall fault of Z group, the Client and any other person in respect of the loss in question and subject always to the other limitations in this clause 12.
    3. Z group’s total liability to the Client shall not exceed 5x the Charges actually received by Z group from the Client in respect of the Services. Z group’s total liability includes liability in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with the Contract, but excludes the heads of excluded loss listed in clause 12.4, and any matter pursuant to clause 12.5 and clause 12.7.
    4. This heads of excluded loss are:

        (a) loss of profits;

        (b) loss of sales or business;

        (c) loss of agreements or contracts;

        (d) loss of anticipated savings;

        (e) loss of use or corruption of software, data or information;

        (f) loss of or damage to goodwill; and

        (g) indirect or consequential loss.

    5. Z group will not be liable for any loss, damage or delay arising out of Z group’s compliance with any statutory or regulatory requirement, including any delays caused by conducting due diligence in respect of the Client’s identity.
    6. Nothing in the Contract limits any liability which cannot legally be limited, including liability for:

        (a) death or personal injury caused by negligence;

        (b) fraud or fraudulent misrepresentation; and

        (c) breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession).

    7. Unless the Client notifies Z group that it intends to make a claim in respect of an event within the notice period, Z group shall have no liability for that event. The notice period for an event shall start on the day on which the Client became, or ought reasonably to have become, aware of the event having occurred and shall expire 6 months after. The notice must be in writing and must identify the event and the grounds for the claim in reasonable detail.
  13. Termination and cancellation
    1. Subject to clause 2, the Client may terminate Z group’s instructions at any time and for any reason and no notice period is necessary. Any such termination shall be in writing and addressed to the Supervising Partner.
    2. Where Z group is on the Court record as acting on the Client’s behalf, the consent of the Court may be required before Z group can be removed from the Court record, in which case the Client’s right to terminate the Contract immediately, shall be subject to Z group’s removal from the Court record.
    3. Z group may terminate any agreement with the Client to provide Services in Such termination shall be for good reason and on reasonable notice. Good reason includes, but is not limited to:

        (a) the Client failing to provide proper instructions;

        (b) where continuing to provide services would be impractical, unethical or unlawful;

        (c) the Client failing to comply with Z group’s request to pay money on account;

        (d) the Client failing to pay Z group’s fees and expenses on the due date for payment;

        (e) where there has been a breakdown in the trust and confidence necessary in the relationship between a solicitor or accountant (as the case may be) and client;

        (f) the Client committing a material breach of any term of the Contract which breach is irremediable or (if such breach is remediable) fails to remedy that breach within a period of five Business Days after being notified to do so;

        (g) the Client repeatedly breaching any of the terms of the Contract in such a manner as to reasonably justify the opinion that its conduct is inconsistent with it having the intention or ability to give effect to the terms of the Contract;

        (h) the Client suspending, or threatening to suspend, payment of its debts or is unable to pay its debts as they fall due or admits inability to pay its debts or is deemed unable to pay its debts within the meaning of section 123 of the Insolvency Act 1986 as if the words "it is proved to the satisfaction of the court" did not appear in sections 123(1)(e) or 123(2) of the Insolvency Act 1986;

        (i) the Client commencing negotiations with all or any class of its creditors with a view to rescheduling any of its debts, or makes a proposal for or enters into any compromise or arrangement with any of its creditors;

        (j) a petition is filed, a notice is given, a resolution is passed, or an order is made, for or in connection with the winding up of the Client;

        (k) an application is made to court, or an order is made, for the appointment of an administrator, or a notice of intention to appoint an administrator is given or if an administrator is appointed, over the Client;

        (l) the holder of a qualifying floating charge over the assets of the Client has become entitled to appoint or has appointed an administrative receiver;

        (m) a person becomes entitled to appoint a receiver over all or any of the assets of the other party or a receiver is appointed over all or any of the assets of the Client;

        (n) a creditor or encumbrancer of the Client attaches or takes possession of, or a distress, execution, sequestration or other such process is levied or enforced on or sued against, the whole or any part of the other party's assets and such attachment or process is not discharged within ten Business Days;

        (o) the Client suspending or ceasing, or threatening to suspend or cease, carrying on all or a substantial part of its business; or

        (p) the Client acting in any way which Z group, acting reasonably, believes to be discriminatory or threatening towards its officers, employees, contractors and agents.

  14. Notice of right to cancel
    1. If the Client is an individual instructing Z group for purposes wholly or mainly outside of the Client’s trade, craft or profession then:

        (a) if the Client enters into an agreement with Z group during a visit by Z group to the Client’s home or place of business, or not having met Z group in person, the Client has the right to cancel the agreement without giving any reason, up to 14 days from the date the agreement is entered into (Cancellation Period) by notifying Z group in writing of its decision to cancel; and

        (b) where the Client exercises its right to cancel in accordance with clause1(a):

          (i) if the work has been completed in full at the time of cancellation, the Client will have no right to cancel; or

          (ii) if the work is started but not completed, Z group may charge the Client an amount, which is proportionate to the work that has been performed.

  15. Consequences of termination
    1. On termination, expiration or cancellation of the Contract:

        (a) the Client shall immediately pay to Z group all of Z group’s outstanding unpaid invoices and interest and, in respect of the Services supplied but for which no invoice has been submitted, Z group may submit an invoice, which shall be payable immediately on receipt; and

        (b) Z group will store the Client’s file (both paper and/or electronic) for an appropriate storage period that Z group will determine by reference to its regulatory and statutory requirements. This will be for at least seven years and will depend upon the nature of the Client’s matter.

    2. Where Z group preserves paper files using electronic image processing, Z group may destroy the original paper file, however where the paper file includes original documents such as Wills, Grants of Probate, Contracts or Leases (Originals), Z group may:

        (a) subject to clause 3, return the Originals to the Client for the Client’s safekeeping; or

        (b) store the Originals, in which case Z group reserves the right to make a charge which will be notified to the Client before the charge is made; and

        (c) at the end of any storage period or where Z group considers the Originals to be redundant, Z group may:

          (i) subject to clause 15.3, return the Originals to the Client for safekeeping; or

          (ii) destroy the Originals using a confidential method of destruction.

    3. Where Z group has been instructed jointly, all files and documents that belong to the Client belong to each joint Client and Z group shall not release any files or documents without the consent of all joint Clients, or on an order of the Court.
    4. Z group reserves the right to:

        (a) make an administration charge for taking Originals and/or paper files out of storage and arranging delivery to the Client, or for arranging the transfer of electronic files to the Client ; and

        (b) make a reasonable charge for photocopying or printing where the Originals or original paper file cannot be released.

    5. Termination or expiry of the Contract shall not affect any rights, remedies, obligations or liabilities of the parties that have accrued up to the date of termination or expiry, including the right to claim damages in respect of any breach of the agreement that existed at or before the date of termination or expiry.
  16. The Financial Services and Markets Act 2000 and Insurance Distribution
    1. Z group is not regulated by the Financial Conduct Authority, nor authorised under the Financial Services and Markets Act 2000, however Z group is:

        (a) able to offer a limited range of investment services because it is regulated by the SRA and Z group may provide these investment services if they are an incidental part of the professional services that Z group has been engaged to provide; and

        (b) included on the register maintained by the Financial Conduct Authority so that Z group can carry on insurance distribution activity, which is broadly the advising on, selling and administration of insurance contracts. This part of Z group’s business, including arrangements for complaints or redress if something goes wrong, is regulated by the SRA and the register can be accessed via the Financial Conduct Authority website at

      The Law Society is a designated professional body for the purposes of the Financial Services and Markets Act 2000, but responsibility for regulation and complaints handling has been separated from the Law Society’s representative functions. The SRA is the independent regulatory body of the Law Society and the Legal Ombudsman is the independent and impartial complaints handling body established by the Legal Services Act 2007
  17. Insurance
    1. Z group maintains professional indemnity insurance in accordance with the rules of the SRA and ICAEW and accordingly, has 2 separate policies of insurance. Details of Z group’s insurers and the territorial coverage of the policies are available for inspection at Z group’s offices upon reasonable notice.
  18. Complaints
    1. Where the Client is dissatisfied with any aspect of the Service, including Z group’s invoices, and wishes to make a complaint:

        (a) in the first instance, the Client shall discuss the matter with the person who is handling the matter; and

        (b) where the Client remains dissatisfied, or does not wish to discuss the complaint with the person specified in clause 18.1(a), then the complaint should be escalated to either:

        1) Zahid Hussein; the contact nominated by the firm to handle accountancy related issues and complaints.

        2) Michael Gleeson, the Client Care Director and the contact nominated by the firm to handle solicitor related issues and complaints.

      and any complaint will be investigated promptly and thoroughly and the Client will be advised of the outcome of the investigation in writing if required.
    2. Where the Client is not satisfied with our handling of your complaint in accordance with our complaints procedure outlined at clause 18.1, the Client may, in respect of legal services only, contact the Legal Ombudsman to consider the complaint at PO BOX 6806, Wolverhampton, WV1 9WJ, by e-mail at, by telephone on 0300 555 0333 or visit the Legal Ombudsman’s website at A complainant to the Legal Ombudsman must be one of the following:

        (a) An individual;

        (b) A micro-enterprise as defined in European Recommendation 2003/361/EC of 6 May 2003 (broadly an enterprise with fewer than 10 staff and a turnover or balance sheet value not exceeding £2,000,000;

        (c) A charity with an annual income less than £1,000,000;

        (d) A club, association or society with an annual income less than £1,000,000;

        (e) A trustee of a trust with a net asset value less than £1,000,000, or a personal representative or the residuary beneficiaries of an estate where a person with a complaint died before referring it to the Legal Ombudsman.

      If you do not fall into any of these categories, you should be aware that you can only obtain redress by using our complaints procedure or by mediation, arbitration or by taking action through the courts.
    3. In respect of any legal services provided by Z group as part of the Services, the Client may also have the right to apply to the court for an assessment of Z group’s bill under Part III of the Solicitors Act 1974.
    4. In respect of any complaint regarding how Z group uses Client information, the Client may also contact the Information Commissioner’s Office via information, advice or to make a complaint.
  19. Force majeure
    1. Force Majeure Event means any circumstance not within Z group’s reasonable control including, without limitation:

        (a) acts of God, flood, drought, earthquake or other natural disaster;

        (b) epidemic or pandemic;

        (c) terrorist attack, civil war, civil commotion or riots, war, threat of or preparation for war, armed conflict, imposition of sanctions, embargo, or breaking off of diplomatic relations;

        (d) nuclear, chemical or biological contamination or sonic boom;

        (e) any law or any action taken by a regulator or a government or public authority, including without limitation imposing an prohibition, or failing to grant a necessary licence or consent;

        (f) collapse of buildings, fire, explosion or accident;

        (g) any labour or trade dispute, strikes, industrial action or lockouts;

        (h) non-performance by suppliers or subcontractors; and

        (i) interruption or failure of utility service.

    2. Provided it has complied with clause 3, if Z group is prevented, hindered or delayed in or from performing any of its obligations under the Contract by a Force Majeure Event, Z group shall not be in breach of the Contract or otherwise liable for any such failure or delay in the performance of such obligations. The time for performance of such obligations shall be extended accordingly.
    3. Z group shall:

        (a) as soon as reasonably practicable after the start of the Force Majeure Event, notify the Client of the Force Majeure Event, the date on which it started, its likely or potential duration, and the effect of the Force Majeure Event on its ability to perform any of its obligations under the agreement; and

        (b) endeavour to mitigate the effect of the Force Majeure Event on the performance of its obligations.

  20. Assignment and other dealings
    1. The Contract is personal to the Client and the Client shall not assign, transfer, mortgage, charge, subcontract, delegate, declare a trust over or deal in any other manner with any of its rights and obligations under the Contract.
    2. Z group may at any time assign, mortgage, charge, declare a trust over or deal in any other manner with any or all of its rights under the Contract.
  21. Variation
    1. Z group may vary these terms of business from time to time by providing reasonable written notice to the Client.
  22. Waiver
    1. A waiver of any right or remedy under the Contract or by law is only effective if given in writing and shall not be deemed a waiver of any subsequent right or remedy.
    2. A failure or delay by a party to exercise any right or remedy provided under the Contract or by law shall not constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict any further exercise of that or any other right or remedy. No single or partial exercise of any right or remedy provided under the Contract or by law shall prevent or restrict the further exercise of that or any other right or remedy.
    3. A party that waives a right or remedy provided under the Contract or by law in relation to one party, or takes or fails to take any action against that party, does not affect its rights in relation to any other party.
  23. Rights and remedies
    1. The rights and remedies provided under the Contract are in addition to, and not exclusive of, any rights or remedies provided by law.
  24. Severance
    1. If any provision or part-provision of the Contract is or becomes invalid, illegal or unenforceable, it shall be deemed deleted, but that shall not affect the validity and enforceability of the rest of the Contract.
    2. If any provision or part-provision of the Contract is deemed deleted under clause 1 the parties shall negotiate in good faith to agree a replacement provision that, to the greatest extent possible, achieves the intended commercial result of the original provision.
  25. Entire agreement
    1. The Contract constitutes the entire agreement between the parties and supersedes and extinguishes all previous agreements, promises, assurances, warranties, representations and understandings between them, whether written or oral, relating to its subject matter.
    2. Each party agrees that it shall have no remedies in respect of any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in the Contract. Each party agrees that it shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in the Contract.
  26. Conflict
    1. If there is an inconsistency between any of the provisions of these terms and conditions and the provisions of the Client Care Letter, the provisions of the Client Care Letter shall prevail.
  27. No partnership or agency
    1. Nothing in the Contract is intended to, or shall be deemed to, establish any partnership or joint venture between any of the parties, constitute any party the agent of another party, or authorise any party to make or enter into any commitments for or on behalf of any other party.
    2. Each party confirms it is acting on its own behalf and not for the benefit of any other person.
  28. Third party rights
    1. The Contract does not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of the Contract.
    2. The rights of the parties to rescind or vary the Contract are not subject to the consent of any other person.
  29. Notices
    1. Any notice given to a party under or in connection with the Contract shall be in writing and shall be delivered by hand or by pre-paid first-class post or other next working day delivery service at its registered office (if a company) or its principal place of business (in any other case).
    2. Any notice shall be deemed to have been received:

        (a) if delivered by hand, on signature of a delivery receipt or at the time the notice is left at the proper address; and

        (b) if sent by pre-paid first-class post or other next working day delivery service, at 9.00 am on the second Business Day after posting or at the time recorded by the delivery service.

      • This clause does not apply to the service of any proceedings or any documents in any legal action or, where applicable, any arbitration or other method of dispute resolution.
      • A notice given under the Contract is not valid if sent by fax or email.
    3. Governing law
      1. The Contract and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation shall be governed by and construed in accordance with the law of England and Wales.
    4. Jurisdiction
      1. Each party irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with the Contract or its subject matter or formation.

    ZGRP Limited respects your privacy and is committed to protecting your personal data. This privacy notice will inform you as to how we look after your personal data when you visit our website (regardless of where you visit it from) and tell you about your privacy rights and how the law protects you.

    Important information and who we are

    Purpose of this privacy notice

    This privacy notice aims to give you information on how ZGRP Limited collects and processes your personal data through your use of this website, including any data you may provide through this website.

    This website is not intended for children and we do not knowingly collect data relating to children.

    It is important that you read this privacy notice together with any other privacy notice or fair processing notice we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy notice supplements the other notices and is not intended to override them.


    ZGRP Limited is the controller and responsible for your personal data (collectively referred to as ZGRP Limited, 'we', 'us' or 'our' in this privacy notice).

    We have appointed a data privacy manager who is responsible for overseeing questions in relation to this privacy notice. If you have any questions about this privacy notice, including any requests to exercise your legal rights, please contact the data privacy manager using the details set out below.

    You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues ( We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.

    Changes to the privacy notice and your duty to inform us of changes

    This version was last updated on 25th May 2021 and historic versions can be obtained by contacting us.

    It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

    Third-party links

    This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.

    The data we collect about you

    Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).

    We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

    Identity Data
    Includes first name, maiden name, last name, username or similar identifier, marital status, title, date of birth and gender.
    Contact Data
    Includes company address, email address and telephone numbers.
    Transaction Data
    Includes details about payments to and from you and other details of the services you use from us.
    Technical Data
    Includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.
    Profile Data
    Includes your username and password, preferences, feedback and survey responses.
    Usage Data
    Includes information about how you use our website, products and services.
    Marketing and Communications Data
    Includes your preferences in receiving marketing from us and our third parties and your communication preferences.

    We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.

    If you fail to provide personal data

    Where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.

    How is your personal data collected?

    We use different methods to collect data from and about you including through:

    Direct interactions
    You may give us your Identity / Contact data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:
    • apply for our products or services
    • create an account on our website
    • subscribe to our service or publications
    • request marketing to be sent to you
    • enter a survey
    • apply for employment or to provide us with services
    • give us some feedback.
    Automated technologies or interactions
    As you interact with our website, we may automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies. Please see our cookie policy for further details.
    Third parties or publicly available sources.
    We may receive personal data about you from various third parties, including technical data from the following parties:
    • analytics providers [such as Google based outside the UK]
    • advertising networks [such as Google based outside the UK]
    • search information providers [such as Google based outside the UK].

    How we use your personal data

    We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

    • Where we need to perform the contract we are about to enter into or have entered into with you.
    • Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
    • Where we need to comply with a legal or regulatory obligation.

    Generally we do not rely on consent as a legal basis for processing your personal data other than in relation to sending third party direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by contacting us.

    Purposes for which we will use your personal data

    We have set out below a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.

    Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.

    Purpose/Activity Type of data Lawful basis for processing including basis of legitimate interest
    To manage our relationship with you which will include:
    • Notifying you about changes to our terms or privacy policy
    • Asking you to leave a review or take a survey
    • Identity
    • Contact
    • Profile
    • Marketing and Communications
    • Performance of a contract with you
    • Necessary to comply with a legal obligation
    • Necessary for our legitimate interests (to keep our records updated and to study how customers use our products/services)
    To enable you to complete a survey
    • Identity
    • Contact
    • Profile
    • Usage
    • Marketing and Communications
    • Performance of a contract with you
    • Necessary for our legitimate interests (to study how customers use our products/services, to develop them and grow our business)
    To administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)
    • Identity
    • Contact
    • Technical
    • Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise)
    • Necessary to comply with a legal obligation
    To use data analytics to improve our website, products/services, marketing, customer relationships and experiences
    • Technical
    • Usage
    Necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy)
    To make suggestions and recommendations to you about goods or services that may be of interest to you
    • Identity
    • Contact
    • Technical
    • Usage
    • Profile
    Necessary for our legitimate interests (to develop our products/services and grow our business)

    To perform our services to you including:

    • Manage payments, fees and charges
    • Collect and recover money owed to us
    • Identity
    • Contact
    • Financial
    • Transaction
    • Marketing and Communications
    • Performance of a contract with you
    • Necessary for our legitimate interests (to recover debts due to us)


    We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising.

    Promotional offers from us

    We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you (we call this marketing).

    You will receive marketing communications from us if you have requested information from us or purchased services from us and, in each case, you have not opted out of receiving that marketing.

    Third-party marketing

    We will get your express opt-in consent before we share your personal data with any company outside the ZGRP Limited group of companies for marketing purposes.

    Opting out

    You can ask us or third parties to stop sending you marketing messages at any time by following the opt-out links on any marketing message sent to you or by contacting us at any time.

    Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a service purchase or other transactions.


    This website uses cookies. A cookie is a small text file stored in your computer containing text data. We use cookies for certain functions to improve the usability of the website. However, enabling cookies in your web browser is necessary if you wish your selections to be remembered for future visits on the same computer. You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. For more information about cookies and instructions on how to adjust your browser settings to restrict or disable cookies, see the IAB website at If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly.

    Change of purpose

    We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.

    If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

    Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

    Disclosures of your personal data

    We may have to share your personal data with the parties set out below for the purposes set out in the table in ' How we use your personal data':

    • Internal Third Parties as set out in the Glossary.
    • External Third Parties as set out in the Glossary.
    • Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice.

    We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

    International transfers

    We do not transfer your personal data outside the UK.

    Data security

    We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

    We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

    Data retention

    How long will you use my personal data for?

    We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

    To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

    Details of retention periods for different aspects of your personal data are available in our retention policy which you can request from us by contacting us.

    Under certain circumstances, you have rights under data protection laws in relation to your personal data. Please click on the links below to find out more about these rights:

    If you wish to exercise any of the rights set out above, please contact us.

    No fee usually required

    You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

    What we may need from you

    We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

    Time limit to respond

    We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.


    Lawful basis

    Legitimate Interest
    Means the interest of our business in conducting and managing our business to enable us to give you the best service/product and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us.
    Performance of Contract
    Means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.
    Comply with a legal or regulatory obligation
    Means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to.

    Third parties

    Internal third parties

    Other companies in the ZGRP Limited Group [acting as joint controllers or processors] and who are based in the UK.

    External third parties
    • Service providers [acting as processors] based in the United Kingdom who provide IT and system administration services.
    • Professional advisers [acting as processors or joint controllers] including lawyers, bankers, auditors and insurers based in the United Kingdom who provide consultancy, banking, legal, insurance and accounting services.
    • HM Revenue & Customs, regulators and other authorities [acting as processors or joint controllers] based in the United Kingdom who require reporting of processing activities in certain circumstances.

    Your legal rights

    You have the right to:

    Request access to your personal data (commonly known as a “data subject access request”).
    This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
    Request correction of the personal data that we hold about you.
    This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
    Request erasure of your personal data
    This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
    Object to processing of your personal data
    Where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
    Request restriction of processing of your personal data
    This enables you to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data’s accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
    Request the transfer of your personal data to you or to a third party
    We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
    Withdraw consent at any time where we are relying on consent to process your personal data
    However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

    Making a complaint

    You should register the complaint with the person dealing with your matter in the first instance. If this does not resolve satisfactory, then the complaint should be escalated to either:

    1) Zahid Hussein; the contact nominated by the firm to handle accountancy related issues and complaints.

    2) Michael Gleeson, the Client Care Director and the contact nominated by the firm to handle solicitor related issues and complaints.

    Zahid and Michael are responsible for ensuring that complaints are handled effectively and in accordance with this procedure. This procedure will also apply to prospective clients who we have refused to provide a service to or persistently or unreasonably offered an unwanted service to but only if the complainant has evidence to show that we did not have reasonable grounds to do so.

    The contacts nominated by the firm should keep a file / register of all complaints. The register/file include all the required details and the register is signed off when the complaint has been finalised. The contacts review the complaints data and it also forms part of the Annual Risk Review. The complaints are reviewed to determine if there are any training requirements, changes in systems and processes which are required. This forms part of the Annual Risk Review.

    Investigating the complaint

    • We will acknowledge the complaint within seven days.
    • We will conduct a full investigation and an independent review of the matter.
    • We aim to respond in full within 28 days. However, if the complaint is of a more complex nature we will require more time but we will let the complainant know when they will receive a full response.
    • We will reply to the complainant, usually in writing to tell him/her of our views on the complaint and how we propose to resolve it, hopefully to the complainant’s satisfaction, including appropriate redress, this could include a reduction in fees if appropriate, compensation of a gesture of goodwill. The client will also be advised in what timescale they will be given an initial/substantive response.

    If the complainant is dissatisfied with the outcome, or the way the complaint has been handled, the complainant may write to the contacts who will make such further investigations as are necessary.

    Escalated Accountancy complaints

    The contacts will inform the complainant of the conclusions and any alternative proposals to resolve the complaint, usually within 28 days of this being referred to him.

    If the accountancy related issue or complaint is still unresolved at this stage, the complainant may take their complaint to the Institute of Chartered Accountants in England and Wales, details listed below as follows:

    The complainant can either complete the complaint form at, email them at or write to them at this address: Professional Conduct department ICAEW Metropolitan House 321 Avebury Boulevard Milton Keynes, MK9 2FZ.

    Please note the below Exclusions:

    a) we shall not be obliged to comply with paragraph 22 above in relation to any Dispute in which we seek

    b) an order or award (whether interim or final) restraining you from doing any act or compelling you to do any act; or a judgement or award for a liquidated sum to which here is no arguable defence (provided that the exception shall cease to apply and the Dispute may be referred to arbitration on the application of either party if the court decides that you should have permission to defend the claim); or

    c) the enforcement of any agreement reached or any binding order, award, determination or decision made pursuant to paragraph 22 above, nor shall anything in this paragraph inhibit us at any time from serving any form of demand or notice or from commencing or continuing with any bankruptcy, winding up or other insolvency proceedings.

    Escalated Solicitor complaints

    If still solicitor related issue or complaint is still unresolved at this stage, the complainant may take their complaint to the Legal Ombudsman, you will have to bring your complaint to the Legal Ombudsman within 6 months of receiving a final response from us about your complaint and 1 year from the date of the act or omission giving rise to the complaint or alternatively 1 years from the date you should reasonably have known there are grounds for complaint.

    We will record and report centrally all complaints received from clients.

    We will identify the cause of any problems of which the client has complained offering appropriate redress and correcting any unsatisfactory procedures.

    Legal Ombudsman

    The Legal Ombudsman is an independent body established by the Office for Legal Complaints under the Legal Services Act 2007 to deal with complaints against Solicitors.

    The Legal Ombudsman may:

    • Investigate the quality of professional service supplied by a solicitor to a client.
    • Investigate allegations that a solicitor has breached rules of professional conduct.
    • Investigate allegations that a solicitor has unreasonably refused to supply a professional service to a prospective client.
    • Investigate allegations that a solicitor has persistently or unreasonably offered a professional service that the client does not want.

    Before it will consider a complaint the Legal Ombudsman generally requires that the firm’s internal Complaints Procedure has been exhausted. If the Legal Ombudsman is satisfied that the firm’s proposals for resolving a complaint are reasonable, it may decline to investigate further.

    The Legal Ombudsman’s address is:

    PO Box 6167 Slough SL1 0EH; telephone, 0300 555 0333; website,; or email

    The Solicitors Regulation Authority

    The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

    You can raise your concerns with the Solicitors Regulation Authority.

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