Complaints Procedure

Definition of a complaint

A complaint is any expression of dissatisfaction from a client regarding any aspect of the service provided, including our invoice. This applies to any complaint that the person handling your case cannot immediately resolve.

Our approach to complaints

Our goal is to handle complaints objectively, seeking a constructive resolution that is satisfactory for all parties. Complaints give us an opportunity to review the quality of our service and identify areas for improvement. Even if you don’t have a formal complaint, we welcome any suggestions on how we might improve our services.

Raising a complaint

If you have concerns about our service, you can raise your complaint with the case handler managing your matter, or if this is not appropriate, you can contact the supervising partner. Rest assured, your case or transaction will not be prejudiced by raising a concern. We hope there will be no need to complain, but if there is, please follow the steps outlined below.

Stage 1: Initial complaint

If you are dissatisfied, your first step should be to contact the solicitor dealing with your matter. They will aim to resolve your concerns informally. If you feel uncomfortable raising the issue with your solicitor or the matter is not resolved, you may contact the person responsible for overall supervision of your case, whose details were provided in the client care letter sent at the start of your case.

Acknowledgment and investigation

Upon receiving your complaint:

We will acknowledge your complaint within five working days and provide a copy of this procedure.
We may ask you for clarification or additional details to ensure we understand the full scope of your concerns.
We will assign your complaint to the appropriate person for investigation.

We will begin investigating your complaint by:

Reviewing the information and evidence provided by you
Speaking with you to better understand your concerns
Examining your case file and other relevant documents
Discussing the matter with the solicitor who handled your case and any other relevant staff members

Throughout the process, we will update you at key points, and once the investigation is complete, we will send you the results in writing. We may also offer to meet with you to discuss the matter and work towards a resolution.

You will receive a final written response within six to eight weeks of submitting your complaint. If we agree that the service you received was unsatisfactory, we will work with you to find a resolution. If we do not find evidence of poor service, we will explain the reasons for our decision and inform you of your options if you remain dissatisfied.

Stage 2: Final internal review

If the issue remains unresolved, you may refer your complaint to the Legal Ombudsman, who can independently review your complaint. This will not affect the handling of your legal matter.

Before the Legal Ombudsman investigates, they will ensure that you have attempted to resolve the matter with us first. You must contact the Legal Ombudsman:

Within six months of our final response
No more than six years after the date of the issue, or
No more than three years from when you became aware of the issue

For further information, you can contact the Legal Ombudsman at:

Website: www.legalombudsman.org.uk
Phone: 0300 555 0333 (9:00 AM - 5:00 PM)
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

If you are concerned about our conduct, such as dishonesty, mishandling money, or unfair treatment due to age, disability, or other characteristics, you may contact the Solicitors Regulation Authority (SRA).

For more information, visit the SRA website to learn how you can raise your concerns.

Privacy Policy

At Kingsgate Solicitors, we are committed to safeguarding your privacy and ensuring that your personal data is protected. This Privacy Policy explains how we collect, process, and store your personal data when you engage with us, either through our legal services, website, or any other interactions. It also details your rights under the law and how you can exercise them.

We respect your personal data and are committed to ensuring that any information we collect is processed securely and transparently. Please read this Privacy Policy carefully to understand how we handle your personal information.

Data controller

Kingsgate Solicitors, located at First Floor Office, Office 2, 2 Holland Road West, Birmingham B6 4DW, is the Data Controller of the personal data you provide. We are responsible for ensuring compliance with applicable data protection laws and that your data is processed lawfully, fairly, and securely.

What information do we collect?

We collect various types of personal data depending on the nature of your interaction with us, including but not limited to:

Name, title, marital status, gender, date of birth.
Address, email, telephone number.
Bank account details, payment card details, transaction data.
Information specific to your case, which may include tax, employment, health, or legal history.
IP address, login information, browser type, operating system (collected when you visit our website).
Your preferences regarding receiving communications and marketing from us.
In certain cases, we may collect information on race, religion, health, or criminal convictions when necessary for legal claims.

How do we collect your data?

We collect personal data directly from you when you:

Engage our services.
Submit forms or interact with us via email, phone, or in person.
Visit our website (via cookies and similar technologies).
Provide data through third-party sources (e.g., publicly available registers, other legal professionals, or companies such as credit reference agencies).

How we use your information

We will only use your personal data where the law allows us to, including in the following situations:

To perform the legal contract entered into with you.
To comply with legal or regulatory obligations.
To pursue our legitimate business interests (e.g., managing our relationship with you or improving our services), provided your rights and interests do not override these interests.
With your consent, for specific purposes such as marketing or other communications.

Sharing your information

We may share your personal data with third parties, such as:

Other legal professionals, barristers, or expert witnesses, if necessary for your legal matter.
Regulatory bodies, courts, or law enforcement where required by law.
Service providers who support our business operations (e.g., IT services, document management).
Prospective buyers if we sell part or all of our business.

All third parties are required to protect your data and are not permitted to use it for their own purposes. We do not transfer your data outside of the European Economic Area (EEA) unless adequate protection is in place.

Data retention

We retain your personal data only as long as necessary to fulfil the purposes for which it was collected, including to satisfy any legal, regulatory, or accounting requirements. Personal data related to legal matters is generally retained for six years after the matter concludes, although some data may be retained longer if required by law.

Data security

We have implemented appropriate security measures to prevent your personal data from being accidentally lost, used, accessed, or disclosed in an unauthorised way. Our staff and third-party providers are bound by confidentiality and are only permitted to process your data following our instructions.

Your rights

Under data protection law, you have the following rights:

Request a copy of the personal data we hold about you.
Request correction of inaccurate or incomplete personal data.
Request that your personal data be deleted, subject to certain conditions.
Object to the processing of your personal data where we rely on legitimate interests.
Request the suspension of processing your personal data.
Request transfer of your data to you or another party.
Withdraw your consent where we rely on it for processing.

To exercise these rights, please contact our Data Privacy Manager at info@kingsgatesolicitors.co.uk. We aim to respond to all requests within one month.

Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements or our practices. Any updates will be posted on our website, and significant changes will be communicated directly to you.

Complaints

If you are concerned about how we process your data, please contact our Data Privacy Manager at info@kingsgatesolicitors.co.uk. If you remain dissatisfied, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) at www.ico.org.uk.

Contact details
The Information Commissioner’s Office
Wycliffe House, Water Lane,
Wilmslow, Cheshire. SK9 5AF
Tel 0303 123 1113 www.ico.org.uk

Cookie Policy

Our use of cookies

We use cookies to enhance your experience on our website, ensuring it functions smoothly and efficiently. Cookies help us to understand how our website is being used, prevent spam, and provide you with relevant features. By continuing to use our website, you consent to the use of cookies as outlined in this policy. More detailed information on how we handle your personal data can be found in our Privacy Policy.

What are cookies?

Cookies are small text files stored on your device that allow a website to remember your actions and preferences (such as login, language, font size, and other display preferences) over a period of time. They are necessary for core website functionality and to provide a seamless browsing experience.

Cookies cannot be used to identify you personally and do not carry viruses or malware. However, they do help track your browsing habits, which can raise privacy concerns. European and UK regulations have been established to ensure that cookies are used responsibly, and you have the right to control which cookies are used on your device.

Types of cookies we use

Essential Cookies: These are necessary for core website functionality, such as page navigation and access to secure areas. These cookies cannot be disabled, but you can adjust your browser settings to block or alert you about these cookies. Disabling essential cookies may prevent certain parts of the website from working properly.
Functional Cookies: These cookies help improve your experience by remembering your preferences and enabling certain interactive features (e.g., filling out forms, logging in). Disabling these cookies may limit certain functionalities on the website, such as submitting data via forms or registering and logging in.
Analytics Cookies: These cookies help us monitor usage patterns and analyse trends on our website, allowing us to make improvements and optimise the user experience. We do not use cookies to identify individuals, and the information collected is aggregated and anonymous.

Why we use cookies

To make our website easier for you to use.
To prevent spam through our online forms.
To monitor and analyse website performance and user behaviour, helping us improve functionality and services.
To remember your cookie preferences and prevent you from being asked multiple times.

We believe our use of cookies is necessary for the proper functioning of our website. Disabling cookies may result in some features of the website not working fully (e.g., data submission, login, registration, and other interactive elements).

Cookie consent

You can choose to accept or decline cookies when visiting our website. You can also manage your cookie preferences through your browser settings by blocking or deleting cookies. Please note that if you disable all cookies, some parts of our website may not function as intended.

Opt-out?

If you decide to disable cookies, we will respect your choice and store a cookie to remember this preference. However, this means that interactive elements of the website, such as online forms and login functions, may not work as expected. If you delete your cookies or use a different device, browser, or profile, you will need to set your cookie preferences again.

GDPR and PECR compliance

Our use of cookies complies with the UK’s Privacy and Electronic Communications Regulations (PECR), which governs the use of cookies and similar technologies. This regulation sits alongside the General Data Protection Regulation (GDPR), ensuring that your privacy is protected. Both regulations are overseen by the Information Commissioner’s Office (ICO) in the UK.

Changes to This Policy

We may update this Cookie Policy from time to time to reflect changes in our practices or legal requirements. We encourage you to review this page periodically for any updates.

The materials appearing on this website do not constitute legal advice and are provided for general information purposes only. No warranty, whether express or implied is given in relation to such materials. We shall not be liable for any technical, editorial, typographical or other errors or omissions within the information provided on this website, nor shall we be responsible for the content of any web images or information linked to this website.

Legal Disclaimer

Accessibility

This is an accessibility statement from Kingsgate Solicitors.

Conformance status

The Web Content Accessibility Guidelines (WCAG) defines requirements for designers and developers to improve accessibility for people with disabilities. It defines three levels of conformance: Level A, Level AA, and Level AAA. This website is fully conformant with WCAG 2.1 level AA. Fully conformant means that the content fully conforms to the accessibility standard.

Feedback

We welcome your feedback on the accessibility of this website. Please let us know if you encounter accessibility barriers on this website:

E-mail: info@kingsgatesolicitors.co.uk