{"id":307,"date":"2026-07-23T10:26:47","date_gmt":"2026-07-23T10:26:47","guid":{"rendered":"https:\/\/www.kalstonelegal.com\/?page_id=307"},"modified":"2026-07-23T10:41:41","modified_gmt":"2026-07-23T10:41:41","slug":"complaints-policy","status":"publish","type":"page","link":"https:\/\/www.kalstonelegal.com\/?page_id=307","title":{"rendered":"Complaints Policy"},"content":{"rendered":"\n<p class=\"has-montserrat-font-family has-medium-font-size wp-block-paragraph\">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 at all times.<\/p>\n\n\n\n<p class=\"has-montserrat-font-family has-medium-font-size wp-block-paragraph\">If you are dissatisfied with any aspect of the service you have received from us, we encourage you to let us know so that we can investigate the matter and work towards a resolution.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-custom-color-2-color has-alpha-channel-opacity has-custom-color-2-background-color has-background is-style-dots is-style-dots--1\" style=\"margin-top:var(--wp--preset--spacing--medium);margin-bottom:var(--wp--preset--spacing--medium)\"\/>\n\n\n\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading has-custom-color-5-color has-text-color has-link-color has-montserrat-font-family has-large-font-size wp-elements-832467c55b2d4d43b8d8fb84676d45e6\" style=\"font-style:normal;font-weight:600\">What Is A Complaint?<\/h2>\n\n\n\n<p class=\"has-accent-text-color has-text-color has-link-color has-medium-font-size wp-elements-3c5274f05d7387c4cbac9ec1781a961c wp-block-paragraph\">A complaint is any expression of dissatisfaction about the service provided by Kalstone Legal Limited, including but not limited to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-white-color has-text-color has-link-color has-medium-font-size wp-elements-3bd1bff3267fae1e3f2ec062e989cfb6\">The conduct of a member of our team.<\/li>\n\n\n\n<li class=\"has-white-color has-text-color has-link-color has-medium-font-size wp-elements-bc8b468a509b0bda88f647aaade60e04\">The standard of service you have received.<\/li>\n\n\n\n<li class=\"has-white-color has-text-color has-link-color has-medium-font-size wp-elements-dfcdf58c9f42758552f2381f0be0fa51\">Delays in responding to enquiries.<\/li>\n\n\n\n<li class=\"has-white-color has-text-color has-link-color has-medium-font-size wp-elements-ca2463a02e9f62564f2c7d06c054392d\">Administrative errors.<\/li>\n\n\n\n<li class=\"has-white-color has-text-color has-link-color has-medium-font-size wp-elements-136090df86fd710f6c997c25688d8f86\">The way your account has been handled.<\/li>\n<\/ul>\n\n\n\n<p class=\"has-accent-text-color has-text-color has-link-color has-medium-font-size wp-elements-00e4b648d7c109f54cd1d4587e35a796 wp-block-paragraph\">Please note that a complaint about our service 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 <a href=\"https:\/\/www.kalstonelegal.com\/?page_id=31\" data-type=\"page\" data-id=\"31\">Contact Query Form<\/a> and provide any supporting evidence.<\/p>\n<\/div>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-custom-color-2-color has-alpha-channel-opacity has-custom-color-2-background-color has-background is-style-wide is-style-wide--2\" style=\"margin-top:var(--wp--preset--spacing--medium);margin-bottom:var(--wp--preset--spacing--medium)\"\/>\n\n\n\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"has-custom-color-5-color has-text-color has-link-color has-montserrat-font-family has-large-font-size wp-elements-023b2ac6a77926a48639370410d77b2b wp-block-paragraph\" style=\"font-style:normal;font-weight:600\">How to Make a Complaint? <\/p>\n\n\n\n<div class=\"wp-block-group has-accent-text-color has-text-color has-link-color has-medium-font-size wp-elements-4295f903ff879289af1c017b5ad77d41 has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"wp-block-paragraph\">You can submit a complaint by writing to us at:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Complaints Department, PO Box XXX, Bradford, BDX XXX.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To help us investigate your complaint promptly, please provide the following information: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Your name and contact details <\/li>\n\n\n\n<li>Your Kalstone Legal reference number.<\/li>\n\n\n\n<li>Details of your complaint.<\/li>\n\n\n\n<li>Copies of any supporting documents or correspondence.<\/li>\n\n\n\n<li>The outcome you are seeking.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-custom-color-2-color has-alpha-channel-opacity has-custom-color-2-background-color has-background is-style-wide is-style-wide--3\" style=\"margin-top:var(--wp--preset--spacing--medium);margin-bottom:var(--wp--preset--spacing--medium)\"\/>\n\n\n\n<p class=\"has-custom-color-5-color has-text-color has-link-color has-montserrat-font-family has-medium-font-size wp-elements-0f2423f33effc60bb9b6ec0b93784dac wp-block-paragraph\" style=\"font-style:normal;font-weight:600\">What Happens Next?<\/p>\n\n\n\n<div class=\"wp-block-group has-medium-font-size has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"has-accent-text-color has-text-color has-link-color wp-elements-8052ff5f2f4ee7e9a07e9668f41b64ca wp-block-paragraph\" style=\"font-style:normal;font-weight:500\">Stage One: Acknowledgement<\/p>\n\n\n\n<p class=\"has-accent-text-color has-text-color has-link-color wp-elements-a94de84ffedadd65be90cd2b20f08053 wp-block-paragraph\">We aim to acknowledge your complaint within 5 working days of receiving it. <\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-custom-color-2-color has-alpha-channel-opacity has-custom-color-2-background-color has-background is-style-dots is-style-dots--4\"\/>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading has-accent-text-color has-text-color has-link-color has-medium-font-size wp-elements-77b3690c70322f0ee09536fa000a9e2e\" style=\"font-style:normal;font-weight:500\">Stage 2: Investigation<\/h3>\n\n\n\n<p class=\"has-accent-text-color has-text-color has-link-color has-medium-font-size wp-elements-c95f90323d5d3e55ae5213d82fb19336 wp-block-paragraph\">Your complaint will be reviewed by an appropriate member of staff who was not directly involved in the matter where possible.<\/p>\n\n\n\n<p class=\"has-accent-text-color has-text-color has-link-color has-medium-font-size wp-elements-b93b17be48ace63634cf7edbd736d8c3 wp-block-paragraph\">We may contact you if further information is required to assist with our investigation.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-custom-color-2-color has-alpha-channel-opacity has-custom-color-2-background-color has-background is-style-dots is-style-dots--5\"\/>\n\n\n\n<h3 class=\"wp-block-heading has-accent-text-color has-text-color has-link-color has-medium-font-size wp-elements-19ae721720db673cd83e3d82e1340238\" style=\"font-style:normal;font-weight:500\">Stage 3: Final Response<\/h3>\n\n\n\n<p class=\"has-accent-text-color has-text-color has-link-color has-medium-font-size wp-elements-1c6bdc1c7f9be50c0951e6d4ef800e52 wp-block-paragraph\">We aim to provide a full written response within <strong>four weeks<\/strong> of receiving your complaint.<\/p>\n\n\n\n<p class=\"has-accent-text-color has-text-color has-link-color has-medium-font-size wp-elements-18ac142ca86357320d0733aef2928a24 wp-block-paragraph\">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.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-custom-color-2-color has-alpha-channel-opacity has-custom-color-2-background-color has-background is-style-wide is-style-wide--6\" style=\"margin-top:var(--wp--preset--spacing--medium);margin-bottom:var(--wp--preset--spacing--medium)\"\/>\n\n\n\n<p class=\"has-custom-color-5-color has-text-color has-link-color has-montserrat-font-family has-large-font-size wp-elements-03e5d0c203258e9fd496efd4d1b62fa7 wp-block-paragraph\" style=\"font-style:normal;font-weight:600\">Possible Outcomes: <\/p>\n\n\n\n<div class=\"wp-block-group has-accent-text-color has-text-color has-link-color has-medium-font-size wp-elements-1151afe4607aba059745e2c07069016c has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"wp-block-paragraph\">Following our investigation, we may:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Explain our actions and findings.<\/li>\n\n\n\n<li>Apologise where we have made a mistake.<\/li>\n\n\n\n<li>Correct any errors identified.<\/li>\n\n\n\n<li>Review or amend our processes where appropriate.<\/li>\n\n\n\n<li>Take any other action we consider necessary to resolve the complaint.<\/li>\n<\/ul>\n<\/div>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-custom-color-2-color has-alpha-channel-opacity has-custom-color-2-background-color has-background is-style-wide is-style-wide--7\" style=\"margin-top:var(--wp--preset--spacing--medium);margin-bottom:var(--wp--preset--spacing--medium)\"\/>\n\n\n\n<h2 class=\"wp-block-heading has-custom-color-5-color has-text-color has-link-color has-large-font-size wp-elements-13c6663bfb7a247c46653397a7c2ffbd\" style=\"font-style:normal;font-weight:600\">Collection Activity During A Complaint<\/h2>\n\n\n\n<p class=\"has-accent-text-color has-text-color has-link-color has-medium-font-size wp-elements-befa6367ab1483da3534db61ba445f4e wp-block-paragraph\">Where a complaint relates to the service provided by Kalstone Legal Limited, collection activity may continue whilst the complaint is being investigated.<\/p>\n\n\n\n<p class=\"has-accent-text-color has-text-color has-link-color has-medium-font-size wp-elements-ed5c0af81f7b087145e926b47c56afb0 wp-block-paragraph\">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.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-custom-color-2-color has-alpha-channel-opacity has-custom-color-2-background-color has-background is-style-wide is-style-wide--8\" style=\"margin-top:var(--wp--preset--spacing--medium);margin-bottom:var(--wp--preset--spacing--medium)\"\/>\n\n\n\n<h2 class=\"wp-block-heading has-custom-color-5-color has-text-color has-link-color has-large-font-size wp-elements-677c446b96f9d7b5f462f2479e6ee653\" style=\"font-style:normal;font-weight:600\">Confidentiality<\/h2>\n\n\n\n<p class=\"has-accent-text-color has-text-color has-link-color has-medium-font-size wp-elements-5b48e337e956333713924b73a11bc28b wp-block-paragraph\">All complaints will be handled confidentially and in accordance with our Privacy Policy and applicable data protection legislation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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 at all times. If you are dissatisfied with any aspect of the service you have received from us, we encourage you to let us know so that we [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-307","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Complaints Policy - Kalstone Legal Limited<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.kalstonelegal.com\/?page_id=307\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints Policy - Kalstone Legal Limited\" \/>\n<meta property=\"og:description\" content=\"At Kalstone Legal Limited, we are committed to treating all individuals and businesses fairly, professionally and with respect. 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