Email Communications Policy

Our Approach to Email Communications

We are committed to communicating with clients and third parties in a professional, clear, and secure manner. This policy explains how we use email communications and the standards you can expect from us.

Email Communications

Email is one of our primary methods of communication. By providing us with your email address, you consent to us communicating with you by email unless you request otherwise.

Whilst we take reasonable steps to ensure the security of our systems and communications, email is not always a secure method of communication and may be vulnerable to interception, delay, corruption, loss, or unauthorised access.

Confidentiality

Emails and any attachments sent by us may contain confidential or legally privileged information intended solely for the use of the intended recipient. If you receive an email from us in error, please notify us immediately and delete it from your system.

We ask clients and third parties to take appropriate precautions when sending sensitive or confidential information by email.

Cybercrime and Fraud Prevention

Cybercrime and email fraud are increasingly common, particularly in relation to bank account details and payments.

We will not notify you of changes to our bank account details solely by email. If you receive an email advising that our bank details have changed, you should not rely on it and must contact us immediately using independently verified contact details.

You should also verify any payment instructions received by email before transferring funds.

Attachments and Viruses

Although we take reasonable precautions to scan emails and attachments for viruses and malicious software, we cannot guarantee that communications will be free from infection or interference. Recipients should carry out their own virus checks before opening attachments.

Data Protection

Any personal data provided through email communications will be processed in accordance with our privacy policy and applicable data protection legislation.

Email Retention and Filing

Emails relating to client matters or firm business must be retained and filed appropriately in accordance with the firm's document retention and file management procedures. Staff must not delete emails that may be required for regulatory, legal, or operational purposes.

Complaints

We aim to provide all clients with a professional, efficient and high-quality service. If any issue arises in relation to the service you have received, please bring it to our attention at the earliest opportunity so that we can investigate the matter and seek to resolve it.

You may raise a complaint by letter, email, telephone, or in person. Once received, your complaint will be acknowledged without undue delay and managed in line with our complaints procedure. A copy of that procedure can be found here.