At Kalstone Legal Limited, we are committed to treating all individuals and businesses fairly, professionally and with respect. We aim to provide a high standard of service to our clients at all times and to deal with third parties fairly and professionally.
If you are dissatisfied with the way we have dealt with you, we encourage you to let us know so that we can investigate the matter and work towards a resolution.
Note: If you have a data protection complaint about how we have handled your personal data, please refer to the Data Protection Complaints Procedure here.
What is a Client Complaint?
A complaint by a client of the firm is any expression of dissatisfaction about the service provided by Kalstone Legal Limited, including but not limited to:
- The conduct of a member of our team
- The standard of service you have received
- Delays in responding to enquiries
What is a Third Party Complaint?
A complaint is an expression of dissatisfaction about the way we have dealt with you whilst acting for our client, including but not limited to:
- The conduct of a member of our team
- Delays in responding to your reasonable enquiries
- Administrative errors that have had an adverse impact
- The way your account has been handled by us
Please note that a complaint about the way we have dealt with you is different from a dispute relating to the balance owed to our client. If you wish to dispute an account balance, please contact us separately using our Contact Query Form and provide any supporting evidence.
Additionally, we will not treat any dissatisfaction you may express about our client or their decisions as a complaint.
How to Make a Complaint?
You can submit a complaint by writing to us at:
Complaints Department, Unit 2A Link 606 Business Park, Staithgate Lane, Bradford, BD6 1YA
To help us investigate your complaint promptly, please provide the following information:
- Your name and contact details
- Your Kalstone Legal reference number
- Details of your complaint
- Copies of any supporting documents or correspondence
- The outcome you are seeking
What Happens Next?
Stage One: Acknowledgement
We aim to acknowledge your complaint within 5 working days of receiving it.
Stage 2: Investigation
Your complaint will be reviewed by an appropriate member of staff who was not directly involved in the matter where possible.
We may contact you if further information is required to assist with our investigation.
Stage 3: Final Response
We aim to provide a full and final written response within four weeks of receiving your complaint.
If we require additional time due to the complexity of the matter, we will keep you informed of our progress and provide an updated timescale.
Possible Outcomes:
Following our investigation, we may:
- Explain our actions and findings
- Apologise where we have made a mistake
- Correct any errors identified
- Review or amend our processes where appropriate
- Take any other action we consider necessary to resolve the complaint
Collection Activity During A Third Party Complaint
Where a third party complaint relates to the way you have been dealt with by Kalstone Legal Limited, collection activity may continue whilst the complaint is being investigated.
Where a complaint raises a genuine dispute regarding liability for the account or the amount claimed, we may need to review the matter with our client before further action is taken.
Confidentiality
All complaints will be handled confidentially and in accordance with our Privacy Policy and applicable data protection legislation.