Bank Solicitors Complaints Handling Policy
Our complaints policy
We 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.
In order for us to investigate your concerns, we will follow this procedure.
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within seven days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our Managing Partner, Sobea Irfan, who will review your matter file and speak to the member of staff who acted for you.
3. At that stage, Sobea will make a decision as to who is best placed to deal with your concern.
4. The person dealing with your complaint will send you a detailed written reply, including their suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
5. During the above 21 day period, if the person dealing with your complaint considers it appropriate, they may invite you to a meeting to discuss and resolve the complaint instead.
6. At this stage, you should contact us within 14 days to confirm whether you are satisfied. If you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter to review the decision.
7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. If you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6806 Wolverhampton, WV1 9WJ about your complaint.
Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact
Legal Ombudsman on 0300 555 0333 or at enquires@legalombudsman.org.uk.
If we have to change any of the timescales above, we will let you know and explain why.