Complaints Handling Procedure
Our Commitment to You
At MQ Solicitors, we provide high-quality, efficient, and professional legal services to all of our clients. If at any point you feel our service has fallenshort of your expectations, we want to hear from you. Your feedback is vital tohelping us maintain the highest standards of client care.Please restassured that raising a concern will not incur any cost, nor will it negatively affect the ongoing handling of your legal matter.
Our Complaints Procedure
Stage 1: Informal Resolution
In the first instance, we recommend discussing your concerns directly with the solicitor orfee-earner managing your case. Most issues arise from simple misunderstandings and can be resolved swiftly and amicably through open communication.
Stage 2: Formal Internal Escalation
If an informal discussion does not resolve the issue, or if you feel uncomfortable discussing the matter with your case handler, you may escalate your concern to our designated Complaints Handler:
Complaints Handler: Mr. Molla Mahfujul Islam (Solicitor)
Firm Name: MQ Solicitors
Email: info@mqsolicitors.com
London Office Address: 554A Green Street, London, E13 9DA
Luton Office Address: 51 Denbigh Road, Luton, LU3 1NR
To help us investigate effectively, please submit your complaint in writing (via email orpost), detailing the nature of your concern and your ideal outcome.
Our Investigation Timeline & Process
Once a formal complaint is received, we will follow a strict, structured timeline to ensureyour concerns are investigated thoroughly and objectively:
1. Acknowledgement (Within 3 working days) We will log your complaint in our central register and send you a written acknowledgement, enclosing a copy of this policy.
2. Review & Investigation (Within 14 days) Mr. Islam will independently review your case file and discuss the matter with the relevant team members.
3. Final Written Response (Within 21 days) We will issue a detailed formal response setting out our findings, conclusions, and any proposed remedies.
Service Note: Complex investigations may occasionally require additional time. If an extension isnecessary, we will contact you immediately to provide a clear explanation andan updated resolution date. In accordance with regulatory guidelines, we willprovide a final response within a maximum of 8 weeks from receipt ofyour complaint.
Escalating to the Legal Ombudsman
If your complaint remains unresolved after our internal process has concluded, or if wehave not provided a final response within 8 weeks, you have the right to refer the matter to the Legal Ombudsman. This is an independent, impartial body established to resolve service complaints regarding legal providers.
Legal Ombudsman Contact Information Post:
Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333
Strict Time Limits
The Legal Ombudsman will normally expect you to have allowed us the full 8 weeks to resolve the matter first. You must refer your complaint to them within:
Six months of receiving our final written response; and
One year from the date of the act or omission being complained about; or
One year from the date when you should reasonably have known there was cause for complaint.
Our Principle of Fairness
All complaints are handled with strict confidentiality and objectivity.
We do not charge clients for the time spent investigating or addressing a complaint.
We systematically review all resolved complaints to continuously improve our internal processes and service delivery.
