Complaints procedure

This procedure applies to legal services provided by QCL Associates LLP, authorised and regulated by the Solicitors Regulation Authority (licence number 669878).

Our commitment

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 tell us promptly. Raising a concern will not incur any charges and will not affect the progress of your case.

1. 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.

2. Formal complaint

If you prefer to make a formal complaint, or are unsatisfied with the initial response, please send your complaint in writing to our Practice Manager, Ellen Atkins:

• Email: complaints@thequeensburygroup.com
• Post: Practice Manager, QCL Associates LLP, Unit 1, Crossinglands Business Park, Aspley Guise, Milton Keynes, MK17 8HZ

Our Practice Manager will remain completely impartial and has no involvement in or conduct of your matter. Please give as much detail as possible. If we need further information, we will let you know.

3. Acknowledgement

We will acknowledge receipt of your complaint within two working days, confirming the next steps and giving an estimated timeframe for our response.

4. Investigation and our response

We will investigate your complaint fully and fairly and send you a written response setting out our findings and any proposals to resolve it. If we cannot resolve your complaint within eight weeks of receiving it, we will write to explain why and tell you about your right to contact the Legal Ombudsman.

5. The Legal Ombudsman

If you are not satisfied with our final response, you can ask the Legal Ombudsman to look at your complaint. The Legal Ombudsman is an independent, free service that deals with complaints about poor service or costs. It generally expects you to complete our complaints procedure first, but you can also contact it if we have not resolved your complaint within eight weeks.

There are strict time limits. If you are dissatisfied with the outcome of our investigation, you have six months from our final response to raise the matter with the Legal Ombudsman. The Legal Ombudsman also expects complaints to be made to it within one year of the date of the act or omission you are concerned about, or within one year of you realising there was a concern.

• Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
• Phone: 0300 555 0333
• Email: enquiries@legalombudsman.org.uk
• Website: www.legalombudsman.org.uk

6. The Solicitors Regulation Authority

The Legal Ombudsman deals with poor service and costs. If you think a solicitor or the firm may have breached the SRA Principles, for example through dishonesty or discrimination, you can raise this with the Solicitors Regulation Authority at www.sra.org.uk.

7. Confidentiality and records

All complaints are handled in strict confidence. We keep records of complaints and their outcomes to monitor patterns and improve our services.

Non-legal services

If your concern is about one of our other Group services, such as Interiors 360 or Business 360, please contact info@thequeensburygroup.com and we will make sure it reaches the right person.