Complaints Procedure
We are committed to providing high-quality legal services to all our clients. If you have any concerns or are dissatisfied with any aspect of our service, we encourage you to inform us promptly. Addressing your concerns will not incur any charges and will not affect the progress of your case.
1. How to Raise a Complaint:
- Initial Contact: Please discuss your concerns with the Solicitor or member of staff handling your case. Many issues can be resolved quickly through open communication.
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Formal Complaint: If you prefer to make a formal complaint or are unsatisfied with the initial response, please submit your complaint in writing to our Practice Manager, Ellen Atkins, in writing at:
Our Practice Manager Ellen Atkins will remain completely impartial and has no involvement or conduct on your matter. Please provide as much details and possible and if we require further information, we will let you know.
2. What to Include in Your Complaint:
To assist us in investigating your complaint effectively, please provide:
- Your Details: Full name, contact information, and any reference numbers related to your case.
- Details of the Complaint: A clear description of your concerns, including relevant dates, correspondence, and the names of any involved individuals.
3. Our Complaints Handling Procedure:
Upon receiving your complaint:
- Acknowledgment: We will acknowledge receipt within two working days, confirming the next steps and providing an estimated timeframe for our response to your complaint
- Investigation: A thorough and impartial investigation will be conducted by a person not directly involved in the matter, ensuring an unbiased review.
- Response: We aim to provide a detailed written response within eight weeks of receiving your complaint, explaining our findings and any proposed actions and appropriate remedies
4. Escalation Process:
If you are not satisfied with our response:
- Internal Review: You may request a further review by a senior partner not previously involved in your case.
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External Review: If you do not agree with our conclusion about your complaint, and you are a consumer (or qualifying small business), you may refer your complaint to:The Legal Ombudsman
Tel: 0300 555 0333 and 0I2I 245 3050
Website: www.legalombudsman.org.uk
Address: PO Box 6167, Slough, SL1 0EH
Please note that there are strict time limits for making a complaint to The Legal Ombudsman, although it generally expects consumers to exhaust a law firm's complaint process before referring a complaint to it. If you are dissatisfied with the outcome of our investigation then you have six months from our final determination to raise the matter with The Legal Ombudsman. In addition The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern.
While the Legal Ombudsman concerns itself with issues of poor service or costs related issues, the SRA is available should you consider either an individual solicitor or the firm may have breached the SRA Principles. If you wish to report any matter directly to the SRA, the relevant page of the SRA website is here.
6. Confidentiality and Record-Keeping:
All complaints are handled with strict confidentiality. We maintain records of complaints and their outcomes to monitor patterns and improve our services.
We value your feedback and are committed to resolving any issues promptly and fairly
Contact our team to chat about your needs
If you have an enquiry, reach out to us to schedule a confidential
consultation to discuss your case.We'll listen to your concerns and provide an initial assessment.
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The QCL Associate LLP website (the "website") is provided by QCL Associates LLP ("Queensbury") a limited
liability partnership (registered number OC412213) practising English law. QCL Associates LLP is
Authorised and regulated by the Solicitors Regulation Authority ( 669878 ). A list of our members of the
LLP can be found at the registered office and on Companies House.