Complaints Policy

 

Quest Legal Advocates is committed to providing a high-quality legal service to our clients.  We acknowledge that, if something goes wrong, feedback from our clients is an important part of the service we provide.

 

We ask clients to raise initial concerns regarding the level of service, the level of fees or with the way in which we have dealt with a matter, with the person managing the matter within the Quest office team.  Often matters can be resolved quickly this way.

 

If matters are not able to be resolved in this way, clients are invited to e-mail Mrs Fiona Loxton, one of the Directors.  Her address is f.loxton@questlegaladvocates.co.uk. Clients will receive an acknowledgement of correspondence within two working days.

 

The complaint will be investigated.  We will contact the client within 21 days of sending the acknowledgment e-mail.  We will provide a detailed written reply to the complaint, including suggestions for resolving the matter.

 

If at this stage, the client is not satisfied, they are invited to respond asking for the matter to be reviewed.  We will refer the matter to Mrs Rebecca McNamara, one of the Directors, who will review the decision.  We will e-mail the client within 14 days of receiving the request for a review, confirming our final position on the complaint and explaining our reasons.

 

We hope matters will be resolved using this procedure.  If, however, we have not resolved your complaint within eight weeks, you may be entitled to complain to the Legal Ombudsman, PO Box

6806,    Wolverhampton,           WV1     9WJ,     telephone:        0300     555       0333,    email:enquiries@legalombudsman.org.uk. You should do that within six months of your last contact with us or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).

T: 0161 234 6507                                                              E: r.mcnamara@questlegaladvocates.co.uk