Any expression of dissatisfaction in relation to our services will be treated as a complaint. This can be over the telephone, in writing, by fax or email. At Bankstone our customer’s satisfaction is at the heart of everything we do and we are committed to providing the highest levels of customer service possible, so whether justified or not all complaints received will be dealt with according to our complaints procedure.

Complaints procedure

  • Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006.
  • We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.
  • We will send you a written or electronic acknowledgement of a complaint within two business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.
  • Within eight weeks of receiving a complaint we will send you a final response which adequately addresses the complaint.
  • Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.
  • If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to –

The Legal Ombudsman Service
Po Box 6806
Wolverhampton
WV1 9WJ
TEL – 0300 555 1777
Email – enquiries@legalombudsman.org.uk


What our clients say about us

Jo was exceptionally helpful and professional throughout dealing with my accident claim She made me feel at ease and explained all the options available to me and guided me through the process sheer bliss considering the nature of me calling the team
Mr. D - Doncaster