Providing our clients with a good service is very important to Bankfield Heath Solicitors. We aim to continuously improve our service and learn from any mistakes, so we value our client’s feedback.
We will do our best to ensure that you receive an excellent level of service. If you feel unhappy with any aspect of the service provided, you have the right to raise your concerns, either informally with the fee earner concerned or a Director or, if you wish to formally complain, to use our formal procedure described below.
Our complaints procedure is as follows:
If you have not already done so, please let me know the full nature of the problem. You can do this by emailing me at firstname.lastname@example.org or writing to me at Bankfield Heath Solicitors, 267 Roundhay Road, Leeds LS8 4HS.
We will write to you acknowledging your complaint within three working days. In this letter, we shall confirm what happens next.
Mr Ahmed shall then investigate the matter by reviewing the matter file and speaking to the member of staff concerned within five working days of acknowledging receipt of your complaint. If, for some reason, the matter cannot be investigated in this timeframe, then Mr Ahmed will write to you notifying you of this together with the reason why and giving a revised timescale. Once the investigation has been completed, Mr Ahmed shall invite you to a meeting to discuss the issue(s) you have raised and hopefully resolve the complaint. This meeting will normally take place within fourteen days of sending you the acknowledgement letter. Following the meeting, Mr Ahmed shall write to you within five working days of the meeting to confirm your discussion and the solution agreed upon.
If you do not want to or are unable to attend such a meeting, Mr Ahmed will be happy to send you a detailed, written response, including a proposed solution, which is normally within fourteen working days of sending you the letter acknowledging receipt of your complaint.
If you are satisfied with our response in either Step three or four above, that will be the end of the matter. However, if you are not satisfied, you should contact me again and Mr Ahmed will arrange for another a member of staff who is unconnected with the matter to review Mr Ahmed’s decision. They will write to you within fourteen days of receiving your request with confirmation of the firm’s final position in relation to your complaint, outlining the reasons and any final redress that is offered.
We have eight weeks to consider your complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then you may ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman may be contacted at: PO Box 6806, Wolverhampton WV1 9WJ.
Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of your having received a final written response from us about your complaint.
Complaints to the Legal Ombudsman must usually be made within six years of the act or omission about which you are complaining occurring; or within three years from when you should have known about or become aware that there were grounds for complaint.
However, the Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010.
For further information, you should contact the Legal Ombudsman on 0300 555 0333 or visit www.legalombudsman.org.uk.
Should you need any further information about our complaint’s procedure, please do not hesitate to contact us.