COMPLAINTS POLICY

Everyone at Quay Legal is committed to provide the highest quality services to all of our clients, but we recognise that we may sometimes fall short.  If something fails to meet your expectations, including in relation to charges, we need you to tell us about it.  This will help us to continually improve our standards and communication.

COMPLAINTS PROCEDURE

If you have a complaint it may be helpful, in the first instance, to contact the person who is working on your case to discuss your concerns with them.  If, however, you do not feel able to do so, please contact David Thomas, as Principal.

To help us understand your complaint, please set out what you think we could have done better and how you would like the issue resolved.  If you require help in registering your complaint, we will try our best to assist you.

WHAT HAPPENS NEXT?

1.  We will send you a copy of this procedure, and a letter acknowledging your complaint, within three working days of us receiving the complaint.

2.  We will thoroughly investigate your complaint.  This will normally involve a review of the complaint by David Thomas, Principal, who will review your file and other relevant documents will and liaise with the person who dealt with your case.  During the course of this investigation we may need to ask for further information.

3.  David may, if appropriate, invite you to a meeting, video conference or telephone call to discuss and hopefully resolve your complaint.  Where possible, he will do this within 14 days of sending you the acknowledgement letter and receipt of any additional information.

4.  Within 5 working days of the meeting, David will write to you to confirm what took place and what solutions he has agreed with you.

5.  If you do not want a meeting or discussion, or this is not possible, David will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

If we need to change any of the timescales above, we will let you know and explain why.

LEGAL OMBUDSMAN

If we are unable to resolve your complaint ourselves within 8 weeks, you can contact the Legal Ombudsman who will look at your complaint independently.  Taking such action will not affect how we handle your case, and the Ombudsman will check that you have tried to resolve your complaint with us first.

If you wish to take your complaint to the Legal Ombudsman, then you must do so within 6 months from you receiving a final response from Quay Legal AND no more than 6 years from the date of the act or omission about which you are complaining, or no more than 3 years from when you should reasonably have known there was cause for complaint.

For further information, you should contact the Legal Ombudsman:
By telephone:  0300 555 0333
By email:  enquiries@legalombudsman.org.uk
 
Visit the Ombudsman website:  legalombudsman.org.uk
Or write to:  PO Box 6806, Wolverhampton, WV1 9WJ

ALTERNATIVE DISPUTE RESOLUTION

Although alternative dispute resolution (ADR) bodies exist, we have chosen not to adopt an ADR process, so this option is not available.  If, therefore, you wish to complain further, you should contact the Legal Ombudsman.

UNHAPPY WITH OUR BEHAVIOUR?

The Solicitors Regulation Authority can help if you are concerned about our behaviour.  This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, disability or other characteristic.

Visit the SRA website to see how you can raise your concerns with the Solicitors Regulation Authority sra.org.uk

WHAT ARE THE COSTS?

Neither Quay Legal nor the Legal Ombudsman will charge you for handling your complaint.  Please note that if we have issued a bill for work done on your case which remains unpaid, we may be entitled to charge interest on the amount outstanding.  This is fully explained in our terms of business which is available on request.