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Legal Regulatory & Complaints

Collaboration Between Outset Group Businesses – Important Information

The ‘Outset’ brand on this website relates to two separate legal entities operating as a collaborative venture:

  1. Outset Legal LLP – a limited liability partnership authorised and regulated by the Solicitors Regulation Authority. 

For the Solicitors Regulation Authority clickable logo click here. For more information on the clickable logo and what it means for you visit the SRA website  

  1. Outset (UK) Ltd – a limited company designing, implementing and delivering structured business services solutions to companies, public sector organisations and the third sector (the ‘Outset UK Ltd Services’).

Whilst nearly all the advice that we provide is to businesses and other organisations, if you seek legal advice from the Outset Group as an individual, rather than on behalf of a business, your legal advice will be provided by Outset Legal LLP. Please visit our Outset Legal Page to see the Solicitors Regulation Authority clickable logo and to understand what it means for you. 

If you seek legal advice on behalf of a business, we are always looking to find the most effective combination of skills, experience and services to ensure we meet your wider commercial needs. That may mean that only part of your advice will be from Outset Legal LLP. The rest, including elements of legal advice, may be provided by other businesses within the Outset Group. This fact will be covered in the terms and conditions you enter into with us.

To explain this in more detail, Outset (UK) Ltd provides and/or procures provision of legal advice and legal drafting as a subsidiary but necessary part of the Outset UK Ltd Services. 

However, Outset (UK) Ltd does not on any account provide or purport to provide:

  • reserved legal activities (within the meaning of the Legal Services Act 2007);
  • regulated but not reserved legal activities (including immigration advice and services);
  • claims management services (within the meaning of the Compensation Act 2007); or

Reserved and Regulated legal services are always provided by Outset Legal LLP, whether you are a business or an individual. 

We always look to ensure very high degrees of consistency in quality, standards, indemnity insurance arrangements, limitations of liability and complaints procedures right across the Outset Group. There will however be differences, in part because Outset (UK) Ltd is not regulated by the Solicitors Regulation Authority. 

For example, where a solicitor advises a client business from within Outset Legal LLP, the business will be regulated by the SRA and indemnity insurance will meet the minimum terms for compulsory indemnity insurance required by the SRA www.sra.org.uk. In addition there may be circumstances in which the client would have the right to complain to the Legal Ombudsman or apply for a discretionary payment from the SRA Compensation Fund (primarily individuals and smaller charities, trusts and enterprises). 

Where a solicitor advises you from within another Outset Group business the individual solicitor will be regulated by the SRA and whilst insurance arrangements across the Group are kept as consistent as possible, the underwriting terms will not be the same as those contained within the SRA compulsory indemnity insurance minimum terms. The minimum level of cover will however be the same as a result of internal group policy. 

Outset (UK) Ltd and Outset Legal LLP utilise a supervisory and operating protocol across both entities, and apply terms and conditions of trading intended to safeguard client interests and meet the outcomes based regulatory framework of the Solicitors Regulation Authority. 

In all cases those advising you will be individuals the Group considers suitably skilled and experienced to provide the advice. They will use systems, procedures and protocols commonly applied across the Group and be managed to the same standards of behaviour and competence within an integrated management structure.  

If you have any concerns about our approach please speak with the person advising you, ask to speak with the relationship manager or director responsible or contact standards@outsetuk.com .  

All health and safety advice and related training programmes and audit processes are provided by UK Health, Safety & Environmental Training Limited, a subsidiary of Outset (UK) Ltd.  


Statutory Information

Outset Legal LLP is registered in England and Wales with the number OC353570 and is authorised and regulated by the Solicitors Regulation Authority under registration number 535232. Its VAT registration number is GB864 428 991.

Its registered office is at Vinters Business Park, New Cut Road, Maidstone, Kent ME14 5NZ. A list of the members of the LLP is displayed at the above address together with a list of any non-members who are designated as partners.

Outset (UK) Ltd is a limited company registered in England and Wales with the number 04607565. Its VAT registration number is GB864 428 991

Its registered office is 25 Moorgate, London, EC2R 6AY. 

UK Health, Safety & Environmental Training Limited is a limited company registered in England and Wales with the number 07106035. Its VAT registration number is GB134 239 429. 


Indemnity Insurance

Outset Legal LLP

Details of the minimum terms for compulsory indemnity insurance can be found at www.sra.org.uk

Details of the current provider of indemnity insurance are:                                                                      

  • AXIS Specialty Europe SE
  • Policy Period: 1st Apr 2020 – 31st March 2021
  • Policy Number (covering the minimum level of £3m):  3771230320PI

A copy of the firm’s professional indemnity insurance policy is available upon request.

Outset (UK) Ltd  

Outset (UK) Ltd carries professional indemnity insurance. The current provider of indemnity insurance is:                                                                      

  • AXIS Specialty Europe SE
  • Policy Period: 1st Apr 2020 – 31st March 2021
  • This policy covers liability to £3m

A copy of the company’s professional indemnity insurance policy is available upon request.

UK Health, Safety & Environmental Training Limited

The company carries professional indemnity insurance with details available directly from its website or by contacting its Standards Leader.


Complaints Procedures

The Outset Group views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that is dissatisfied. 

Challenges around our performance may provide us with opportunity to review the quality of our services and to make improvements. Even if you do not have a complaint, your suggestions as to how we might improve our services will be welcome.

Business streams within the Outset Group have separate complaint arrangements structured to meet client needs in the context of the work undertaken and separate regulatory frameworks.

Outset Legal LLP

Outset Legal LLP is regulated by the Solicitors Regulation Authority. This section deals with complaints by clients who have received services from Outset Legal LLP. 

If you are dissatisfied with any aspect of the services provided by Outset Legal LLP, including in relation to fees, you are entitled to complain. 

You can make a complaint to the person who is responsible for the advice concerned. We are a relationship-led organisation so this approach has the advantage of stimulating an open, trusting relationship; something we are always keen to encourage. 

Alternatively, if this is not appropriate or the complaint is in relation to more general matters, you can raise the issue with the relationship manager or director responsible for the services you receive. If you are uncertain about who this is, please email standards@outsetuk.com for more information.

In either case, we will aim to acknowledge a complaint within three working days. We will review our records carefully with the person or persons involved in the advice. We may also make wider enquiries as necessary. We will respond to your complaint fully as soon as practicable. We will aim to do so within 21 days, although on occasions we may first need more information from you in order to do so. Our response will usually be in writing. We may suggest a meeting and will inform you of our views about your complaint and any proposals to resolve it.

If you are not satisfied with our response, you may refer your complaint to our Chief Executive (our Complaints Officer for this policy). He will look at the issues afresh and carry out any further investigations as necessary. He will aim to inform you of his conclusions within 28 days of the complaint being referred to him.  His response will include any proposals to resolve the complaint. 

If it remains unresolved:

·      The Solicitors Regulation Authority can help if you are concerned about our behaviour. Please see their website for further details on reporting concerns.

·      You may be eligible to refer your complaint to the Legal Ombudsman.  This is a link to their make a complaint page.

The Legal Ombudsman will require you first to have registered an official complaint with us. Normally, the Legal Ombudsman expects you to give us 8 weeks to try to resolve the matter. For more information on how the Legal Ombudsman works please visit the Legal Ombudsman website. The Ombudsman site also includes some useful checklists and sample letters.

Outset (UK) Ltd

Where possible, please start by raising your concerns with the person within our group who is responsible for the advice concerned. We are a relationship-led organisation so this approach has the advantage of stimulating an open, trusting relationship; something we are always keen to encourage. 

Alternatively, if this is not appropriate or the complaint is in relation to more general matters, you can raise the issue with the relationship manager or director responsible for the services you receive. If you are uncertain about who this is, please email standards@outsetuk.com for more information.

In either case, we will aim to acknowledge a complaint within three working days. We will review our records carefully with the person or persons involved in the advice. We may also make wider enquiries as necessary. We will respond to your complaint fully as soon as practicable. We will aim to do so within 21 days, although on occasions we may first need more information from you in order to do so. Our response will usually be in writing. We may suggest a meeting and will inform you of our views about your complaint and any proposals to resolve it.

If you are not satisfied with our response, you may refer your complaint to our Standards Leader. He will look at the issues afresh and carry out any further investigations as necessary. He will aim to inform you of his conclusions within 28 days of the complaint being referred to him.  His response will include any proposals to resolve the complaint.

The Standards Leader for Outset (UK) Limited is the Group Chief Executive. You can contact him at standards@outsetuk.com

UK Health, Safety & Environmental Training Limited

The Standards Leader for UK Health, Safety & Environmental Training Limited is its Managing Director.

The business is regulated in the provision of training, consultancy and audit through various regulatory and authorising bodies. 

Further details of regulation and authorisation as well as complaints procedures, examination practice, malpractice and maladministration rules and appeal procedures are available on its website or by contacting its Standards Leader at is head office (marking your message FAO Standards Leader).   


Litigation and Alternative Methods of Funding

Representation on litigation matters is provided through Outset Legal LLP.

Please note that alternative funding methods exist for many kinds of litigation, such as ‘No win – no fee’ or insurance. Whilst nearly all litigation we conduct is on behalf of businesses or employers, there are circumstances where another body might pay your legal costs. It is also possible that you may hold a legal expenses insurance policy that may cover all or part of your legal costs.

We strongly advise that you carefully check for this. It is important. Not only might insurers contribute towards your legal costs, if you do have alternative methods of funding your case, it may affect the recovery of costs from your opponent. You should tell the lawyer supervising your matter if you think you may have such an alternative. If another body does pay your legal costs then, with your consent, we may have to tell that body about your dispute.


Scams

We take great care to ensure the safety of your information. Cyber Crime is a growing global problem, including emails designed to look like genuine communications but in fact sent by scammers. If you are in any doubt about a communication you have received please do not respond and do not open any attachments. Please speak with the individuals within the Group that you deal with or telephone us.  Working together in this way we can help to reduce the risk of fraudulent activity.  


Equality and Diversity

The Outset Group, including Outset (UK) Ltd and Outset Legal LLP, are committed to promoting equality and diversity in all of their dealings with clients, third parties and employees. An equality and diversity policy is available on request.