Complaints Policy
Your dissatisfaction with the services offered by Quebec Law Solicitors is a matter we take extremely seriously. We are dedicated to providing a professional, efficient, and courteous service to all our clients. If you believe we have not met an acceptable standard, we strongly encourage you to bring this to our attention. We consider this an opportunity to evaluate and enhance the quality of our services. We will conduct a prompt and impartial investigation into your concerns with the aim of finding a swift and constructive resolution.
Steps for Lodging a Complaint Concerning Our Service or Data Management
Should you be unhappy with the service provided or how your personal data has been managed, you are encouraged to contact the individual typically assigned to your case, or their supervising partner or manager. Their name will be specified in your initial correspondence. In the absence of this, you can contact the Client Care & Resolution Team at info@quebeclaw.co.uk. Your case manager and their superior will undertake a review of your grievance and aim to respond within 15 working days. If additional time is required due to the complexity of the issue, you will be informed promptly and given an estimated resolution timeline. A meeting or telephone call to further discuss the matter may be suggested. Should you have a preferred method of receiving the response, please specify. If you remain dissatisfied, your complaint can be escalated to our Client Care & Resolution Team by email or by post to:
Quebec Law | Solicitors
291 Roundhay Road
Leeds
LS8 4HS
The team will conduct an additional investigation with the aim of resolving the issue amicably with you. Please note that the Legal Ombudsman allows us an eight-week window to resolve the issue before they consider initiating an investigation.
Referral to the Legal Ombudsman
If the final response from our Client Care & Resolution Team is unsatisfactory, or if no response is received within eight weeks, you may refer your complaint to the Legal Ombudsman. Generally, they expect complaints to be made within one year from the date of the act or omission, or when you became aware of the issue. They will usually only accept cases that are referred to them within six months of our final response. Their contact information is as follows:
Telephone: 0300 555 0333 (international: +44 121 245 3050)
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
The Cube
199 Wharfside Street
Birmingham
B1 1RN
Telephone: 0370 606 2555 (or +44 (0)121 329 6800 from overseas)
Email: report@sra.org.uk
Further information about the SRA and reporting procedures can be found on their website.