COMPLAINTS POLICY

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we provide, then 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 contact us for a copy of our complaints procedure. Making a complaint will not affect how we deal with your case. Please note that Paul Barrow is the Complaints Partner at the Practice and he will investigate the complaint in accordance with our complaints procedure.

If you are not satisfied with the outcome of the investigation you can contact the Legal Ombudsman about your complaint. Further, alternative complaints bodies such as Pro-Mediate UK Ltd exist. However, we do not agree to the use of Pro-Mediate UK Ltd because we consider that the service offered by the Legal Ombudsman to be the most appropriate means of resolving any disputes. If you would like to make representations as to why we should use Pro-Mediate UK Ltd then you may do so.

If you are a client and we have made a contract with you by electronic means (website, email, etc.) you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us. This service may be found at http://ec.europa.eu/odr.

Our email address is enquiries@quinn-barrow.co.uk

The Legal Ombudsman can help and they will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must make your complaint to the Legal Ombudsman:

Within 6 months of receiving a final response to your complaint

AND

No more than 6 years from the date of the act/omission; or
No more than 3 years from when you should have reasonably have known there was cause for complaint.

From 1st April 2023, the time limits for referring a complaint to the Legal Ombudsman will be not later than:

· one year from the date of the act or omission being complained about; or

· one year from the date when the complainant should have realised that there was cause for complaint.

The Legal Ombudsman will retain the ability to exercise discretion to extend the 1 year time limit for specific clients if, on the evidence, it is fair and reasonable to do so.

The Legal Ombudsman will also ensure that information and guidance on time limits is clear and accessible through all of its customer channels. The circumstances in which discretion can be exercised and how customers can request that it be exercised will also be published on the Legal Ombudsman’s website.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details:

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am – 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman

PO Box 6167

Slough

SL1 0EH

Further, The Solicitors Regulation Authority (SRA) can help you if you have any concerns: https://www.sra.org.uk/consumers/problems/report-solicitor/