Bank Solicitors Complaints Handling Policy
Our complaints policy
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided to you then you should inform us immediately so that we can do our best to resolve the problem for you. In the first instance, it may be helpful to contact the individual who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint then you can email us on: accounts@banksol.co.uk
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.
If we have to change any of the time scales above, we will let you know and explain why.
What happens if I don’t agree with your views on the complaint?
If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from lawyers.
Before accepting a complaint for investigation the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
No more than one year from the date of the act or omission being complained about; or
No more than one year from the date when you should have realised that there was cause for complaint;
and
Within six months of receiving a final response to your complaint.
If you would like more information about the Legal Ombudsman please contact them:
Contact details:
Visit www.legalombudsman.org.uk
Call 0300 555 0333 between 10am to 4pm.
Relay UK: 18001 0300 555 0333
Email enquiries@legalombudsman.org.uk
Legal Ombudsman PO BOX 6167, Slough, SL1 0EH
There is also an option to report your complaint to the Solicitors Regulation Authority, who can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority using the link below or the contact details detailed underneath:-
Link: SRA | Reporting a solicitor or firm to us | Solicitors Regulation Authority
Postal address: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham B1 1RN
Telephone: 0370 6062555
International callers: +44(0)121 3296800