Last updated on 8th January 2023


At Springbird we want to ensure we provide the best possible service. However, if at any point you become unhappy or concerned about the service you are receiving, please tell us straightaway, and we will do our best to resolve the problem.

If you have a complaint
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If you have a complaint, please contact Laura West, either by email, in writing or by phone using the following contact details:

Post: 86-90 Paul Street, London, England, EC2A 4NE
Telephone: 020 3747 7702

Our process
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1. We will send you a letter acknowledging your complaint within three working days of receipt.

We may also ask you to confirm or explain any details.

2. Your complaint will be recorded internally.

3. Laura will review your complaint and will aim to write to you with our findings, including how we propose to resolve the issue, within 20 days of our acknowledgement letter.

4. Where it is not possible to meet this deadline (for example, because further enquiries need to be made), we will write to you to explain and tell you how soon you can expect to receive a full reply. As set out by the Legal Ombudsman, we will ensure that your complaint is fully concluded within eight weeks of our acknowledgement letter.

If we are unable to resolve your complaint
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If we are unable to resolve your complaint, the Legal Ombudsman can help.

Please note that you must take your complaint to the Legal Ombudsman:

a) within six months of receiving a final response from your complaint; and

b) no more than six years from the date of act/omission; or

c) no more than three years from when you should reasonably have known there was a cause for complaint.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve things with us. If you would like more information about the Lega lOmbudsman, please contact:

Post:  Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Phone: 0300 555 0333


More information
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The Intellectual Property Regulation Board (IPReg) can also help you if you are concerned about our behaviour. You can find more information about that here. Please note that no sale of products or services takes place on this website. Any agreement to provide legal services will be governed by separate terms of business.

Call recording and email monitoring
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We don’t routinely record telephone or video calls. However sometimes it may be useful for us to do so, for example, to ensure that we’ve got a detailed record of your instructions or to help us make a detailed note of a discussion we’ve had with a barrister or expert witness. If you’re present on such calls, we’ll notify you in advance and give you an opportunity to object to a recording being made.

There may be circumstances where inboxes are shared between members of our team (for example, if someone is on holiday or long-term sick leave). We may also monitor inboxes for the purposes of ensuring compliance with our legal and regulatory obligations and internal policies on electronic communications.

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You may subscribe to receive our newsletter or, if you’re using an email address provided by your employer and you’re a ‘corporate subscriber’, we may add your details to our mailing list. You can unsubscribe from our newsletter at any time by clicking the ‘Unsubscribe’ link at the bottom of each email or by emailing us at

We use Mailchimp to manage our email marketing campaigns. Mailchimp uses tiny invisible images called ‘pixels’ that are contained within emails to enable us to see:

  • whether you opened an email
  • where in the world the device used to open the email was located (based on your device’s IP address)
  • whether you shared the email on any social media platforms
  • whether you marked the email as spam
  • your overall level of engagement with our email marketing campaigns

We don’t use this information any purposes except if it appears that you’re not opening our emails, we’ll automatically unsubscribe you from our mailing list.

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Our website uses small text files, called cookies, which are stored on your device when you access certain features of our website. You can find out more about the cookies used on our website and how you can control them by visiting this section of our policy.

Your rights
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You’ve got several important rights in relation to the personal data we hold about you. The most relevant are:

  • Access: You’ve the right to request access to and be provided with a copy of the personal data held about you together with certain information about the processing of such personal data to check that we’re holding it lawfully and processing it fairly
  • Correction: You’ve the right to ask us to correct any inaccurate or incomplete personal data held about you
  • Deletion: You’ve the right to ask us to delete or remove any personal data held about you where there’s no good reason for us to continue holding it or where you’ve exercised your right to object
  • Restriction: You’ve the right to ask us to restrict how we hold your personal data, for example, to confirm its accuracy or our reasons for holding it
  • Objection: You’ve the right to object to our holding of any personal data about you which is based on our legitimate interests or those of a third party based on your circumstances. You also have the right to object to our holding your personal data for direct marketing purposes.

Some of the above rights only apply in certain circumstances and may be subject to certain exemptions. For example:

  • If we obtain your personal data from someone else in the course of seeking legal advice from us, this will be subject to legal professional privilege and, as we have a professional obligation to maintain the confidentiality of such personal data, you’re not entitled to be informed about our processing of your personal data or request a copy of it
  • You don’t have any of the above rights where the disclosure of your personal data is required by law or an order of a court of tribunal• You don’t have any of the above rights where disclosure of your personal data is necessary for the purpose of, or relates to, any current or prospective legal proceedings, is necessary for someone to obtain legal advice from us or is necessary for the purposes of establishing, exercising or defending our legal rights or those of our clients

You’ll not have to pay any fee to exercise any of the above rights, though we may charge a reasonable fee or refuse to comply with your request where permitted to do so by law. Where this is the case, we’ll let you know. To protect the confidentiality of your personal data we may ask you to verify your identity before fulfilling any request in relation to your personal data.

You’ve the right to complain if you’re not happy with how we have collected or used your personal data. We would hope to resolve any issues informally but, if we can’t, you also have the right to raise a complaint with the Information Commissioner’s Office (ICO).

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If you’ve got any questions, or want to exercise any of your rights, please email us at or call us on 020 3747 7702

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