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CRCS Legal Privacy Policy


Our contact details

Name: CRCS Legal LTD

Registered Address:20 Market Hill, Southam, Warwickshire CV47 OHF

Phone Number: 0330 2210511



What type of information we have

We currently collect the following information:

  • Firm’s name

  • Name of the contact as decided by the firm

  • e-mail address,

  • Firm address details,

  • Firm’s telephone number.

In all scenarios, the firm that have instructed CRCS Legal are considered as the controller of information, and CRCS Legal are the processors.  This is because CRCS Legal are instructed by the firm and do not decide how the information is gathered, nor what information is gathered or processed.


CRCS Legal will use the information provided to them to:

  • Contact the client

  • Review the file of papers

  • Speak to the person who has had conduct of the file

  • Write to the client with the outcome of the complaint

  • Liaise with The Legal Ombudsman should the client escalate their complaint to them



The firm will provide details of their current processes/procedures to CRCS Legal and provide instructions as to what they want CRCS Legal to do.  This may lead to these being amended or updated or where necessary, new processes or procedures being drawn up.    

The updated or new processes/procedures will be provided to the firm at the conclusion of the project. 



Where CRCS Legal are engaged to provide training to a firm, they will collect:

  • Firm’s name

  • Name of contact as decided by the firm.

  • What training is to be about

  • How many employees will attend (whether this be physical or web based)

  • Date of training

  • Location of training (if this is physical training)


How we get the information and why we have it

Information is provided by both the firm and the client



From the firm

  • We receive the client’s name,

  • contact details,

  • letter of complaint sent to the firm. 

  • any response to the complaint by the firm

  • Copy of their file or partial copy of the file.

  • Notes made of conversations between CRCS Legal/firm/client

  • Notes made upon review of the file by the individual Complaint Manager at CRCS Legal

From the client

  • Further details of their complaint

  • Further documents that they want to provide to support their complaint.


From the firm

  • Instructions from the firm, about what they require

  • Current processes/procedures

  • Any further information requested

  • Any further instructions as required


  • What area of training the firm wants

  • Any specific areas of training to focus on

  • Details of numbers of attendees


Under the General Data Protection Regulation (GDPR), the lawful bases we rely on for processing this information are:

(b) We have a contractual obligation.




What we do with the information we have



We use the information that the firm and client have given us to deal with a complaint, by reviewing your file, speaking with the firm and the client, speaking with the person who handled the file at the firm, liaising with the named contact that the firm have provided.  

We do not share the information other than advising the firm and the client the outcome of the complaint process, but no third party is provided with information. 

If the client then escalates matters to The Legal Ombudsman, or the SRA, information will be provided to them about the complaints that have been including documentation from the file, copies of communication between CRCS Legal and the client, conversations may take place between CRCS Legal and The Legal Ombudsman.


For compliance instructions, we use the information provided to update the firm’s processes/procedures or we presented new processes/procedures to ensure that the firm remain compliant with their obligations. 


For training instructions, we use the information provided to us to provide tailored training to the firm and specific issue as instructed.  This may include a presentation of training and a handout of the training being presented. 


How we store your information


Any physical file is stored securely stored at the working address which is PO Box 6588, Southam, CV47 4DE.

We also create an electronic file of the complaint made, which includes any e-mail communication between the firm and the client, copies of information sent to us, physical letters are scanned in and retained in the electronic file, notes of telephone conversations with either the firm or the client or The Legal Ombudsman. 

We keep the information until we have dealt with the complaint, or until the end of the investigation carried out by The Legal Ombudsman or the SRA. 

Any notes that are made when reviewing your file, electronic files, physical files are retained until after the client has escalated their complaint to The Legal Ombudsman and this is then concluded.  At that point, physical files are returned to the firm that has instructed CRCS Legal, documents created as part of the complaint in paper form are securely shredded and electronic files are permanently deleted.  The electronic file is then deleted from the system.


Physical documents supplied are securely stored at the office address, as set out above.  An electronic file is created and documents produced/amended as necessary.  Once the particular project is completed, if the firm requires the return of physical documents, this will be done. 

The electronic file will be retained for future reference or if an enquiry is made by the firm.  Drafts of policies remain the property of CRCS Legal and will be retained electronically for future reference


CRCS Legal will draft a training presentation which will be held electronically.  A handout may also be drafted, and this will be provided to the attendees at training sessions.  The firm will also be provided with a copy of the electronic presentation, along with a copy of the handout. 

Any remaining handouts after the presentation, will be securely shredded

The electronic copy of the presentation will be retained by CRCS Legal for future reference as will an electronic copy of the handout.  This will be kept in an electronic file associated with the firm. 

Your data protection rights

Under data protection law, you have rights including:

Your right of access - You have the right to ask us for copies of your personal information.

Your right to rectification - You have the right to ask us to rectify information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.

Your right to erasure - You have the right to ask us to erase your personal information in certain circumstances.

Your right to restriction of processing - You have the right to ask us to restrict the processing of your information in certain circumstances.

Your right to object to processing - You have the the right to object to the processing of your personal data in certain circumstances.

Your right to data portability - You have the right to ask that we transfer the information you gave us to another organisation, or to you, in certain circumstances.

You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.

As CRCS Legal are not the controller of information, any request for information should be presented to the individual firm you have instructed. 


How to complain

You can also complain to the ICO if you are unhappy with how we have used your data.

The ICO’s address:           

Information Commissioner’s Office

Wycliffe House

Water Lane




Helpline number: 0303 123 1113

Whilst we do not have to be registered with the ICO because of the nature of our data collection, we have and are registered.  Information Commissioners - Data protection register - entry details (

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