Unless otherwise agreed with you, QLAW will hold all client money in a general client account. It is an instant access account, and the interest rates applicable to it are reflected in this fact.
Interest will be paid on money held at 0.5% less than the rate of interest paid by our bank (currently Lloyds Bank). This will be subject to a de minimis of £20 (ie; no interest will be payable if the amount of interest due against any balance held is £20 or less). The current rate of interest payable can be found on our website in the legal & regulatory information tab. Interest will be paid ‘gross’ (ie before any deductions for tax).
Interest will be calculated on the basis of the amount & the length of time for which cleared funds were held. It will normally be paid at the conclusion of any work we’re doing for you.
If there is a need for us to hold client funds for a guaranteed fixed period of more than 1 month, it may be possible to put funds into a designated deposit account. This may attract a higher rate of interest. But, without instant access to the funds, this is rarely a practical option. Please talk to us if you feel this may be appropriate given your circumstances, for any money we are holding on your behalf.
Any variation from this policy will be agreed in writing with you on an individual basis.
We’re committed to providing a first class service to all our clients. If at any point you become unhappy or concerned about any aspect of the service we provide, please tell us immediately so we can then do our best to resolve the problem. Making a complaint will not affect how we handle your case.
In the first instance please contact the person who is looking after you to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint our complaints process is as follows:-
Our complaints process
If you have not been able to resolve your concerns with the person looking after you please contact Sarah Quantick (Practice Manager) at email@example.com. You can also call her on 03300 020 365. We will then follow this procedure:-
1) We will send you a letter/email confirming that we’ve received your complaint within 3 working days of receiving it. We’ll also send you a copy of this policy.
2) We’ll then investigate your complaint. This will normally be undertaken by one of our directors. They will look into your complaint, review the work that we’ve done for you, and speak to the member of staff responsible.
3) Once we have investigated your complaint the director will send you a detailed written reply to your complaint, including their suggestions for resolving the matter, within 20 working days of your complaint being received. If you would prefer a meeting to discuss our findings please do ask. We would be happy to do this.
4) At this stage, if you’re still not satisfied, you should contact us again and we will arrange for a further review of your complaint. We aim for this review to be completed by someone unconnected with the matter. However, on occasion, this may not be possible due to the size of the firm and who has been looking after you.
5) We’ll write to you within 15 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
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 within six months of receiving a final response to your complaint.
The Solicitors Regulation Authority (SRA) can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.