Complaints

COMPLAINTS POLICY – TQ PROPERTY LAWYERS

  • Introduction
    • We are committed to providing all of our clients with a very high level of service but we accept that occasionally things go wrong and clients are left feeling that we have let them down.
    • When this happens you have a right to complain and we are committed to responding to you promptly and fairly.
  • Who should I complain to?
    • You should initially to raise any problems with the case manager, having day to day conduct of your case; and then if necessary to Gareth Jones is the Managing Director and you can email him at gareth.jones@tqpropertylawyers.com
  • How will my complaint be handled?
    • We are a modern law firm and our success is based on the positive professional relationships we build with most of our clients.
    • We are not ‘stuffy’ or ‘remote’ lawyers and we like to sort problems out quickly and efficiently.
    • We will deal with your complaint by letter or email.
  • How long will you take to reply to my complaint?
    • We will respond to any correspondence within the following timescales (or sooner if we can).
      • We will acknowledge receipt of your complaint within two working days.
      • We will provide a detailed response to your complaint within 28
    • What if there are delays?
      • If there are exceptional circumstances which mean that we cannot meet these timescales we will still write to you within five working days of receipt of your written complaint or of the date of any detailed discussion and explain fully why we are not able to give you a detailed written response.
      • This could happen, for example, if we have to wait for information from a third party that is in some way involved before we are able to write back to you properly.
      • In any event we will keep you fully informed about what is happening and will explain all delays to you as soon as we can.
    • Will it cost anything?
      • We will not charge you for any time we spend investigating any complaint you make about our service.
    • What is your firm’s attitude towards complaints?
      • We will take your complaint seriously and investigate it thoroughly because we want to fullyunderstand why you feel dissatisfied.
      • We will take all reasonable steps to ensure that your dissatisfaction is addressed and resolved wherever possible and that any root causes are eliminated.
      • We will apologise if we get things wrong and we will try to offer appropriate redress to you.
      • We will learn from our mistakes.
    • What if I am still not satisfied?
      • You can take your complaint to the Legal Ombudsman. You will have six months to do this from the date of our final response.
      • If you make a valid claim against us for a loss arising out of work for which we are legally responsible, and we are unable to meet our liability in full, you may be entitled to claimfrom the Compensation Fund administered by the Council for Licensed Conveyancers (from whom details can be obtained). Alternative complaints bodies, such as Ombudsman Services, (https://www.ombudsman-services.org) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We agree to use Ombudsman Services.