Terms and Conditions

Terms and Conditions for use of the Holiday SOS website.

Holiday SOS is a Trading Style of Smith Jones (Solicitors) Ltd.

Please carefully read the following terms (“these Terms”) in relation to use of the Holiday-SOS website (“Site”). By using the Site you agree to be legally bound by these Terms.

About Us

The Site is provided by Smith Jones (Solicitors) Ltd (Smith Jones), a limited company, registration number 6938570. The registered office is situated at Towneley House, Kingsway, Burnley, Lancashire, BB11 1BJ. Vat registration no: GB 976 4660 72.

Smith Jones Solicitors Ltd are Solicitors of England and Wales and are regulated by the Solicitors Regulation Authority. Registration numbers 515276 and 518799. For important regulatory information please visit: www.sra.org.uk/handbook.

We use ‘Smith Jones’ to refer, as the context may require, to Smith Jones (Solicitors) Limited and affiliated entities which practise under the name ‘Smith Jones ‘ or a name which incorporates those words. The word ‘partner’, used in relation to the limited company, refers to a shareholder of the limited company or a designated employee or consultant of the limited company or of any affiliated firm who has equivalent standing and qualifications. A list of the shareholders of the company, and of those non-shareholders who are designated as partners, is available from the registered office on request.

All communications regarding this Site should be addressed to the registered address.

Privacy Policy

Any personal data which you may provide us through the Site is subject to our Privacy Policy, which forms part of these terms and conditions.

Use of the Site

The materials appearing on this website do not constitute legal or other advice or an offer to provide legal services and are provided for general information purposes only. No warranty, whether express or implied, is given in relation to such material. Content relating to the law and legal developments featured on this Site are based upon the laws of England and Wales unless otherwise expressly stated. If you need legal advice on a specific matter please contact us.

Smith Jones Solicitors Ltd aims to update the Site at regular intervals and may change the content at any time. We may suspend access to our Site, or close it indefinitely if necessary. Any of the material on our Site may be out of date at any point in time, and we are under no obligation to update the material on the Site.

We shall not be liable for any technical, editorial, typographical or other errors or omissions within the information provided on this website, nor shall we be responsible for the content of any web images or information linked to this website.

Smith Jones Solicitors Ltd makes no warranties, representations or undertakings about:-

1. Any of the content of this Site (including without limitation, any as to the quality, accuracy, completeness or fitness for any particular purpose of such content); or

2. Any content of any other web site referred to or accessed by hypertext link through this Site (“third party site”).

Smith Jones Solicitors Ltd does not endorse or approve the content of any third party site, nor will Smith Jones Solicitors Ltd have any liability in connection with any of them (including, but not limited to, liability arising out of any allegation that the content of any third party site infringes any law or the rights of any person or entity).

We reserve the right to remove any material or posting you make on the Site.

You must not misuse the Site by intentionally introducing viruses, Trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to the Site, the server on which the Site is stored or any server, computer or database connected to our Site. You must not attack our Site via a denial-of-service attack or a distributed denial-of-service attack. Any such misuse will be reported to the relevant law enforcement authorities and we will give them our full co-operation.

Smith Jones Solicitors Ltd is the owner or the licensee of all intellectual property rights in the Site and in the material published on it. These are subject to and protected by copyright laws. All such rights are reserved.

Limitation of Liability

Smith Jones Solicitors Ltd does not accept any liability from loss or damage of any kind resulting from the use of the Site or any information, content, advertising, or products provided or distributed through the Site. Smith Jones Solicitors Ltd do not exclude Smith Jones Solicitors Ltd liability, if any, to you for personal injury or death resulting from Smith Jones Solicitors Ltd negligence, for fraud or for any matter which it would be illegal to exclude or attempt to exclude liability.

Governing Law

These Terms and Conditions between Smith Jones Solicitors and you shall be governed by the laws of England and Wales and the English courts will have exclusive jurisdiction over any dispute.

Our Complaints Procedure

Our Commitment

We value our clients and are committed to providing a high quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us improve our standards.

Our Complaints Policy details who to contact should you be unhappy with our service and have been unable to resolve the matter with the person dealing with your case. It also explains what will happen from the point of the complaint onwards.

If you have a complaint please write to us with full details of your concerns. Our client care partner Mr DC Woodhead has responsibility for dealing with complaints. You can contact him at Towneley House, Kingsway, Burnley, BB11 1BJ. Alternatively you can contact him at complaints@sjlaw.co.uk.

What will happen next?

  • We will send you a letter acknowledging your complaint, advising the name of the person who will be handling your complaint and asking you to confirm or explain the details set out. You can expect to receive our letter within 5 days of us receiving your complaint.
  • We will record your complaint in our Central Register and open a file for your complaint.
  • We will then start to investigate your complaint. This may involve one or more of the following steps:

We may ask the member of staff who acted for you to reply to your complaint within five days.

We may examine their reply and the information in your complaint file. We may then ask them for more information.

  • We may invite you to meet the partner handling the complaint to discuss and hopefully resolve the complaint.
  • Within two days of the meeting, we will write to confirm what took place, and any solutions we have agreed with you. If you do not want a meeting or it is not possible we will send you a detailed reply to your complaint. This will include our suggestions for resolving the matter. This will happen within five days of us completing the investigation.
  • At this stage, if you are still not satisfied, you can contact us again. We will then arrange for someone in the company, who has not been involved in your complaint, to review our decision and inform you of the outcome.

If you are still not satisfied you can ask the Legal Ombudsman to look into the matter. They have time limits for making a complaint to them, these can be found at www.legalombudsman.org.uk/ . Normally you will need to bring a complaint to them within six months of receiving a final written response from us about your complaint.

The contact details for the Legal Ombudsman are:

  • The Legal Ombudsman, PO Box 6806 Wolverhampton WV1 9WJ;
  • Helpline number 0300 555 0333 (calls are charged at local rate and will be recorded);
  • If you are calling from overseas, please call +44 121 245 3050; For the minicom call 0300 555 1777; emailenquiries@legalombudsman.org.uk.

Please note the Legal Ombudsman may not deal with a complaint about a bill if you have applied to court for assessment of that bill.

If we still cannot settle the matter, we will provide the name and web address of an ADR approved body, which would be competent to deal with the complaint, should both parties wish to use the scheme.

The Holiday Illness Claims Experts