If you feel unhappy at any time about the service that we provide to you or the amount that we charge, we hope that you will first raise your concerns with Giles Bright or Bill Warburton who are Directors of Bankside Commercial. Whether or not you wish to do this, we operate a formal complaints procedure, which you have the right to use at any time. Once you have followed this procedure, you also have the right to complain to the Legal Ombudsman.

Our service and complaints
Our aim is to provide a service with which you will be satisfied. However, we do realise that on some occasions your expectations may not be met or that you may have a query or concern or simply be dissatisfied. You are entitled to complain about the services that we provide to you.

Although our written complaints procedure sets out in detail how we handle complaints, as a first step we hope that you would raise any concerns or complaints with the person(s) named in the letter which accompanies these terms and conditions. If you cannot resolve the concerns or complaints to your satisfaction or do not wish to speak to the person(s) named, please follow our complaints procedure.

Compliants Procedure
If you have a complaint, please contact Bill Warburton who is a Director of Bankside Commercial Ltd.

What Will Happen Next?
1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 5 days of us receiving your complaint.

2. We will record your complaint in our central register and open a separate file for your complaint. We will do this within 5 days of receiving your complaint.

3. We will then start to investigate your complaint. This will normally involve the following steps:
– Your complaint will be dealt with by Bill Warburton who is our client care director.
– Bill will ask the member of staff who acted for you to reply to your complaint within 7 days.
– He will then examine their reply and the information in your complaint file. And, if necessary, he may also speak to them.

This will take up to 3 days from receiving their reply and the file.

4. Bill will then invite you to a meeting.

5. Within 2 days of the meeting Bill will write to you to confirm what took place and any solutions he (or she) has agreed with you.

6. If you do not want a meeting or if it is not possible, Bill will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. Bill will do this within 5 days of completing the investigation.

7. At this stage, if you are still not satisfied you may contact us again. We will then arrange to review our decision. This will happen in one of the following ways:

8. We will consider the issues you have raised and will review the decision within 10 days.

9. We will ask our local Law Society and another local firm to review your complaint within 5 days. We will let you know how long this process will take.

10. We will ask you to agree to independent mediation within 5 days. We will let you know how long this process will take.

11. We will let you know the result of the review within 5 days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of our Consumer Complaints Service. If you are still not satisfied, you can contact them about your complaint.

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

Legal Ombudsman Service
At the end of our complaints procedure, you also have the right to make a complaint to the Legal Ombudsman

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
Tel: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
https://www.legalombudsman.org.uk

There are time limits for making a complaint to the Legal Ombudsman. You should make a complaint to the Legal Ombudsman no later than:
– 6 years from the date when we have done or not done something which is the subject matter of your complaint; or
– 3 years from the date when you should have reasonably known that you could complain.

You also have 6 months to complain to the Legal Ombudsman from when you receive a final response from us.

In addition to the above information, our full terms and conditions are available here.