COMPLAINTS HANDLING PROCEDURE

Our commitment

 

We are committed to providing a high quality legal service to all our clients. When something goes wrong, we need our clients to tell us about it. This will help improve our standards. Whenever possible, please raise any initial client care problems with the person acting on your case to give them the opportunity of resolving matters with you. Often, matters can be quickly resolved in this way.

 

If you are unhappy about any aspect of the service you have received, or about the bill, please contact us by post to our office at The Park Lane Centre, Park Lane, Bradford, BD5 0LN, telephone: 0800 999 247 2 or email info@bkpsolicitors.com. We have a procedure in place which details how we handle complaints as follows:

 

Our Procedure

 

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

  2. We will investigate your complaints. This will normally involve passing your complaint to our Mr Balaal Hussain Khan, who will review your matter file and speak to the member of staff who acted for you.

  3. We will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.

  4. Within three days of that meeting, we will write to you to confirm what took place and any solutions that have been agreed with you.

  5. If your do not want a meeting, or it is not possible, you will be sent a detailed written reply to your complaint, including the suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Solicitor within the firm to review the decision.

  7. We will write to you within 14 days of receiving your request for a review, confirming out final position on your complaint and explaining our reasons.

  8. If you are still not satisfied with our handling of your complaint you can ask for the Legal Ombudsman to consider your complaint. Contact details are as follows:

     

      Legal Ombudsman

      PO Box 6806

      Wolverhampton

      WV1 9WJ

      Tel: 0300 555 0333

      Email: enquiries@legalombudsman.org.uk

      Website: legalombudsman.org.uk

      Normally you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response

      from us about your complaint and within the following timescales:

 

      a) Six years from the date of the act or omission about which you are complaining occurring, or

      b) Three years from the date you should reasonably have known there were grounds for complaint.

      However, the Legal Ombudsman will not accept complaints where the act or date of awareness was before 6th October

      2010.

 

      We would hope that this does not become necessary and that we can resolve matters between ourselves.

9.  If we have to change any of the above timescales we will let you know and explain why.

Alternative dispute resolution

Alternative complaints bodies exist which are competent to deal with complaints about legal services should both you and our firm consent to use such a scheme. In the event that you wish to use an alternative complaint body you should advise us and we will then state if we agree.

Complaints in relation to bills

The complaints procedure also includes complaints arising concerning our bill. There may also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974; and that if all, or part, of a bill remains unpaid, the firm may be entitled to charge interest.

Raising concerns with our regulator

The Solicitors Regulation Authority (SRA) 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 find information about raising your concerns with the SRA at www.sra.org.uk in the ‘For the public’ section.