Complaints Policy and Procedure
We would encourage you to make any complaint you may have directly with the member of staff with which you have been dealing. Should you wish, for whatever reason, to elevate it to a Partner within the firm, we have appointed James Golden to deal with complaints. He may be contacted at James.Golden@QuiggGolden.com. If the complaint concerns James Golden, you should contact the Practice Director at Gavin.Hendrie@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 James Golden (or Gavin Hendrie if the complaint is in relation to James). Once we have received your written complaint, James (or 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 twenty one days of receipt of your written complaint, James Golden (or 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 fourteen days to inform you of the conclusion of this review.
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 take your complaint to the Legal Ombudsman. Please note that there are time periods in which you must bring your complaint, and these can be established by contacting the Ombudsman.
If your complaint is regarding a service provided through our Belfast or Dublin offices 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.
Quigg Golden 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.