Complaints Procedure
We want to give you the best possible service.
However if at any point, you become unhappy or concerned about the service we have provided you should inform us immediately so that we can do our best to resolve the problem.
In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, please refer to our full complaints procedure here.
Making a complaint will not affect how we handle your case.
How to make a complaint
We will always try to provide you with an opportunity to tell us of your concerns and will work with you to try to resolve them.
If you are not satisfied with any aspect of our service you may initially want to discuss this with the adviser dealing with your case, to see if the matter can be resolved quickly.
If you have spoken to your adviser or if you do not wish to discuss your concerns with them, you may wish to make a formal complaint. You can make your complaint either verbally or in writing to S Buhari, who is the Client Care and Complaint Officer at Quality Legal Solutions.
Our Complaints officer can be contacted at:
First Floor,
Interchange House,
Croydon, CR0 2RD
Telephone : 020 7157 9981
Email: complaints@q-l-s.com
What Happens Next
Your complaint will be acknowledged upon receipt within 48 hours.
In most cases we will endeavor to investigate and provide you with a response to your complaint immediately. If this is not possible we will provide you with a full response within 5 working days of our receipt of your complaint. If we have to change the time-scale for any reason, we will let you know and explain why.
We will keep details of your complaint in a central register. We will also create a separate file or section in your case file in order to record details of the complaint, our investigation and our response to your complaint.
Investigation
Your complaint will be investigated in the following way:
- A response to your complaint will be produced by our complaints officer on behalf of the employee complained about.
- The information provided in the complaint will be considered and any other relevant material (such as the contents of your case file).
- A written response will then be prepared, which will be sent to you. This response will set out the findings of the complaint investigation as well as any suggestions for resolving the matter.
Should you remain dissatisfied at the end of our complaints procedure you are entitled to have your complaint considered by the Legal Ombudsman (LeO). You should contact them within six months of the end of our complaints procedure or within six years of the occurrence of the act or omission about which you are complaining (or if outside of this period, within three years of when you should reasonably have been aware of it). They can be contacted by telephone on 0300 555 0333 or e-mail at enquiries@legalombudsman.org.uk. Their postal address is PO Box 6806, Wolverhampton WV1 9WJ. Further information is available on their website at www.legalombudsman.org.uk.