Terms & Complaints

Client Care & Complaints

Dealing with complaints

We value each and every-one of our clients at Goughs, and understand that our long term success is dependant on the service we provide. As such, we are committed to providing the quality of service our clients expect.

One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients.

Therefore we ensure that:
  • Making a complaint is as easy as possible

  • We treat all complaints seriously

  • We deal with all complaints promptly and politely

  • We learn from complaints and use them to improve our service

At Goughs we view complaints positively, we believe that they are an opportunity for us to provide a better service to you; if you are unhappy about any aspects of the service you receive from us please let us know and give us the opportunity to put it right.

How to make a complaint

If you are unhappy about any aspects of the service you are receiving the first step is to talk to a member of staff, ideally this will be the person handling your matter, as they will be in the best position to help you and put things right quickly.

However, if you would prefer to talk to somebody else you can contact their Supervising Partner who will aim to resolve the problem.

If you are not satisfied with the response you receive, you can download a copy of our complaints procedure here.

Additionally, if you would like to make a cancellation, download our form for cancelling contracts made away from the office here.

Website Use Terms and Conditions

1. Introduction

Use of this website (www.goughs.co.uk) and the services provided via it are conditional upon you accepting the following terms and conditions. Unless otherwise specified, your acceptance of these terms and conditions shall be indicated by your use of https://www.goughs.co.uk/.

These Terms and Conditions and our Privacy Policy, (together the “User Agreement”) form our entire agreement with you in respect of non-chargeable use of https://www.goughs.co.uk/ and supersede any prior agreement or arrangement with you in respect of https://www.goughs.co.uk/. If a company name is inserted in your registration request, then the User Agreement shall be between us and that company and accordingly unless the context otherwise requires, references to “you” and “your” in this User Agreement shall also be to that company. The purchase of [goods/services] from us is subject to our Terms and Conditions of Purchase. If there are any updates to this User Agreement or to the Terms and Conditions of Purchase, we will bring this to your attention on the home page of https://www.goughs.co.uk/.

2. Availability of the site

We will endeavour to ensure that https://www.goughs.co.uk/ is available 24 hours per day without any interruptions. However, we reserve the right to make https://www.goughs.co.uk/ unavailable at any time or to restrict access to parts or all of https://www.goughs.co.uk/ without notice. https://www.goughs.co.uk/ is a general information service. We endeavour not to make it misleading, but we cannot represent that the information accessible on or via https://www.goughs.co.uk/ is accurate, not-misleading, complete or up to date.

3. Use of https://www.goughs.co.uk/

https://www.goughs.co.uk/ is designed for your personal, non-commercial use and you must not use it in any other way without our consent. Except as permitted under applicable law, you must not use, copy, translate, publish, licence or sell https://www.goughs.co.uk/ or any materials or information in https://www.goughs.co.uk/ or the structure, overall style and program code of https://www.goughs.co.uk/ without our consent. If you wish to make a request for consent, please contact us.

4. Your Contributions

You agree to only use https://www.goughs.co.uk/ for lawful purposes and that any information that you provide in connection with, or which forms part of, https://www.goughs.co.uk/ will be, as far as you are aware, true and accurate and will not infringe any copyright or trade mark, or any right of privacy, publicity or personality or any other right, whether registered or unregistered, of any other nature or any person, or be obscene or libellous or blasphemous or defamatory and you agree to indemnify us against all claims, proceedings, damages, liabilities and costs, including legal costs arising out of your breach of this term. We cannot make any assurances about the information or contribution made by any other user and you should exercise caution before acting or otherwise relying upon any information you obtain via the https://www.goughs.co.uk/.

5. Links

https://www.goughs.co.uk/ includes links to other internet sites. Without limiting what we say elsewhere, we make no representations or warranties about those sites or their content, nor that the links work. If you wish to link to https://www.goughs.co.uk/ please contact us.

6. Data Protection

It is your responsibility to ensure that that you give us an accurate and valid e-mail address and other contact details and tell us of any changes to them, however we cannot make any assurances about any other user you may meet using the https://www.goughs.co.uk/. We comply with all applicable Data Protection laws in the UK. For a description of how we use your personal data, please see our Privacy Policy.

7. Intellectual property

https://www.goughs.co.uk/, its style and structure, and the materials and information are protected by copyright and other intellectual property rights, and may not be used by you except as expressly provided in this User Agreement. The authors of the documents in https://www.goughs.co.uk/ assert their moral rights.

8. Our Liability

Since a substantial part of https://www.goughs.co.uk/ is both free and available to all, it is a condition that your use of https://www.goughs.co.uk/ is at your own risk. We shall not be liable to you or in breach of this User Agreement for any delay or failure to perform any obligation if the delay or failure is due to a cause beyond our reasonable control including, without limitation, the blocking or restricting of information to and/or from our network.

Except as expressly provided in this User agreement, we disclaim any further representations, warranties, conditions or other terms, express or implied, by statute, collaterally or otherwise, including but not limited to implied warranties, conditions or other terms of satisfactory quality, fitness for a particular purpose or reasonable care and skill.

Save as provided below, we disclaim all and will not be liable in contract, tort (including, without limitation, negligence) or otherwise arising in connection with this User Agreement or the https://www.goughs.co.uk/ for: (i) consequential, indirect or special loss or damage; or (ii) any loss of goodwill or reputation; or (iii) any economic losses (including loss of revenues, profits, contracts, business or anticipated savings), in each case, even if we have been advised of the possibility of such loss or damage and howsoever incurred.

Our maximum liability to you in contract, tort (including, without limitation, negligence) or otherwise arising in connection with this User Agreement or the https://www.goughs.co.uk/ shall be limited to £50. Notwithstanding any other provision of this User Agreement, we will be liable to you without limit for any death or personal injury caused by our negligence and to the extent that liability arises under Part 1 or section 41 of the Consumer Protection Act 1987 and for liability arising from statements made fraudulently by us.

9. Small Print

Either of us may terminate this User Agreement at any time. You may not transfer any of your rights or delegate any of your obligations under this User Agreement without our prior written consent. If we fail to enforce any provision of this User Agreement, that failure will not preclude us from enforcing either that provision (or any similar provision) on a later occasion. Nothing in this User Agreement shall confer on any third party any benefit or the right to enforce any term of the User Agreement. This User Agreement is governed by English law and any dispute connected with this agreement is subject to the exclusive jurisdiction of the English courts. Nothing in this User Agreement affects your statutory rights as a consumer.

10. Complaints

If you believe that your intellectual property or other rights are being infringed by https://www.goughs.co.uk/, or if you are dis-satisfied with https://www.goughs.co.uk/ or any aspect of our service, in the first instance please contact us.