Complaints Policy and Procedure
At Quigg Golden we aim to offer all our clients an efficient and effective service and we are confident that we will do so for you. However, should there be any aspect of our service with which you are unhappy or concerned then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance, we would encourage you to raise any complaint you may have directly with the Lead Fee Earner you have been dealing with to discuss your concerns and we will do our best to resolve any issues at this stage. If your issue remains unresolved after discussion with the Lead Fee Earner, you should contact the Director responsible for the matter. If the problem cannot be resolved and you would like to make a formal complaint, we have appointed our Practice Director, Gavin Hendrie, to deal with complaints. He may be contacted at Gavin.Hendrie@QuiggGolden.com. If the complaint concerns Gavin Hendrie, you should contact James Golden at James Golden@QuiggGolden.com.
If you have initially made your complaint verbally, whether face-to-face or on the phone, please also make it in writing, addressed to Gavin Hendrie. Once we have received your written complaint, Gavin will contact you in writing within seven days. At this stage we will give you our understanding of your case. We will also invite you to make any further comments that you may have in relation to this. Within 21 days of receipt of your written complaint, Gavin Hendrie will write to you, to inform you of the outcome of his internal investigation into your complaint and to let you know what actions we have taken or will take.
If you are dissatisfied with any aspect of our handling of your complaint or the outcome of our internal investigation, you may have the matter reviewed. To instigate a review please contact any other director of Quigg Golden Limited, who will personally conduct a separate review of your complaint and contact you within 14 days to inform you of the conclusion of this review.
Additional information for Clients in England and Wales
If you remain dissatisfied and your complaint is regarding a service provided through either our London or Maidstone offices, the Solicitors Regulation Authority can help you if you are concerned about our behaviour. Typically, this will be for things like taking or losing your money, dishonesty or discrimination. You can raise your concerns with the Solicitors Regulation Authority.
If the SRA are unable to resolve the matter, the Legal Ombudsman can help you and will look at your complaint independently. 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 our final response to you. The procedure for this and any other time periods can be established by contacting the Ombudsman through the above link or at
Legal Ombudsman (LeO)
PO Box 6806,
Wolverhampton WV1 9WJ
Additional information for Clients in the Republic of Ireland
If you remain dissatisfied and your complaint is regarding a service provided through or regards a service provided by Quigg Golden Solicitors Ireland or through our Dublin office, the Law Society of Ireland may be able to investigate your complaint. For more details as to what types of complaints the Law Society can investigate please visit lawsociety.ie/Public/Complaints-against-solicitors/Steps-to-take.
Additional information for Clients in Northern Ireland or in any other jurisdiction
If your complaint is regarding a service provided through our Belfast Office or any other jurisdiction and cannot be resolved internally, then we can discuss whether we can agree to go to mediation according to either the Centre for Effective Resolution (“CEDR”) or the mediation process run by the Royal Institution of Chartered Surveyors.
If you are still unhappy with the result of any of the above, you can refer your complaint to the Surveyors Arbitration Scheme if it falls within the scope of the Scheme. This Scheme is operated by the Chartered Institute of Arbitrators, Dispute Resolution Services, 12 Bloomsbury Square, London, WC1A 2LP from whom you can obtain details.
We want to provide our clients with an excellent and commercially effective solution to their problems. We strive to put you first in all that we do and this will include dealing with any dissatisfaction you may have. Please do not hesitate to contact us in the first instance in order that we may resolve any issues as quickly and effectively as possible.
In the UK the firm is regulated by the Solicitors Regulation Authority (SRA) which can assist with a concern you may have.