At KQ Solicitors, we are committed to providing high-quality legal services and resolving any concerns promptly and fairly. If you are unhappy with any aspect of our service, we encourage you to let us know so we can address it. This procedure applies to all clients and complies with the Solicitors Regulation Authority (SRA) requirements.

How to Make a Complaint

• Contact us directly: Please address your complaint in writing (email or letter) to our HR Director, who handles all complaints.
  • Email: info@kqsolicitors.com
  • Phone: 01582 661180 (for initial discussions or if you need assistance submitting your complaint)
  • Post: KQ Solicitors, Head Office, Luton (full address available on our contact page)
• Include details such as: Your name and contact information, a description of the issue, how it has affected you, and what resolution you are seeking.
• We accept complaints at any time, but ideally within 6 months of the issue occurring or you becoming aware of it.

Our Internal Process

1. Acknowledgment: We will acknowledge your complaint within 5 working days of receipt, confirming who is handling it (usually the HR Director or a designated senior staff member).
2. Investigation: We will investigate thoroughly, reviewing relevant files and speaking to involved staff. This may take up to 28 days, but we’ll keep you updated if more time is needed.
3. Response: You will receive a full written response within 8 weeks of your initial complaint, outlining our findings, any proposed resolution (e.g., apology, fee adjustment, or corrective action), and next steps if you’re not satisfied.
4. If we cannot resolve it within 8 weeks, we’ll explain why and provide a new timeline.

We treat all complaints confidentially and aim to resolve them amicably without charge.

If You’re Not Satisfied

If we cannot resolve your complaint internally, or if 8 weeks have passed without a final response, you can escalate it to an independent body:

• Legal Ombudsman: For complaints about poor service (e.g., delays, costs, or communication). They are free to use and independent.
  • Website: www.legalombudsman.org.uk
  • Phone: 0300 555 0333 (Monday to Friday, 8:30am–5pm)
  • Email: enquiries@legalombudsman.org.uk
  • Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
  • Time limit: Contact them within 6 months of our final response, or within 1 year of the issue (or when you should have known about it).
  • Note: The Ombudsman handles service issues, not professional negligence claims (which may require court action).
• Solicitors Regulation Authority (SRA): For serious concerns about our conduct or ethics (e.g., dishonesty or discrimination), rather than service quality.
  • Website: www.sra.org.uk/consumers/problems
  • Phone: 0370 606 2555
  • Report online via their website.

We value your feedback and use it to improve our services. This procedure is reviewed annually and available on request in alternative formats.