Our Complaints Policy
We are committed to providing a high quality level of legal service to all our clients. We welcome any suggestions you wish to make which you feel could improve our service.
If at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance, If you are not happy with the service provided to you, you should contact the person normally dealing with your case.
Making a complaint will not affect how we handle your case.
The person handling your case and their supervisor will carry out an investigation into your complaint and provide you with a response within 15 business days. If the matter is complex and it takes longer to deal with your complaint, they will let you know as soon as possible and give you an approximate timescale of when you can expect a response. They may suggest a telephone call or meeting to discuss matters. If you have a preference for how they communicate their response to you please let them know.
If, following that response you remain dissatisfied you may escalate your complaint to the Principal Solicitor by email; email@example.com or by writing to:
• Abbas Ali Zia
• Quay Solicitors
• 863 Ashton New Road
• M11 4PB
Mr Abbas Ali Zia will carry out an investigation and aim to resolve matters with you on an amicable basis.
Please note that The Legal Ombudsman allows us a period of eight weeks from receipt of your complaint to try and resolve matters with you before they will agree to look into a complaint.
Referral to the Legal Ombudsman
If you are not satisfied with the final response from our Client Care & Resolution Team, you may refer your complaint to the Legal Ombudsman. They expect complaints to be brought to them within six years of the date of the act/omission about which you are concerned, or three years from when you reasonably should have known about a complaint. The Legal Ombudsman will usually only agree to investigate where they have been contacted within six months of our final response to the complaint.
The Legal Ombudsman’s contact details are as follows:
• Legal Ombudsman
• PO Box 6806
• WV1 9WJ
• Telephone: 0300 555 0333
International: +44 121 245 3050
Do not send original documents to the Legal Ombudsmen. They will scan any documents you send to make computer copies and then destroy the originals.
Referral to the SRA
If you are concerned that we haven’t adhered to the SRA Rules and Regulations, you can report your concerns to the SRA:
• Solicitors Regulation Authority
• The Cube
• 199 Wharfside Street
• B1 1RN
• Telephone: 0370 606 2555
International: +44 (0)121 329 6800
• Email: firstname.lastname@example.org
• Website: www.sra.org.uk