Complaints Procedure


Queensbeck’s aim is to handle the Claim fairly, consistently and as quickly as practically possible, in particular ensuring that we have understood the nature of Your concerns and the type of redress that You are seeking.
  However, if You have any complaint You can to contact Queensbeck by letter at Queensbeck, 2nd Floor Station House, Stamford New Road, Altrincham, WA14 1EP; by email at; or by telephone on 0800 988 8822.

Queensbeck will acknowledge Your complaint within 5 business days from receipt of the complaint by letter, email or telephone call.

Your complaint will be investigated by a senior member of staff and Queensbeck’s office manager.  Queensbeck will be as thorough as possible and will aim to resolve the complaint promptly, giving reasons for its decision.

Queensbeck will endeavour to issue a final response to Your complaint within 4 weeks.  If Queensbeck needs further time to investigate the complaint they will advise You in writing but will provide a final response within 8 weeks.

Queensbeck’s final response will include details of Your options if You are unhappy with the outcome of the investigation.  If You remain unhappy, or if Queensbeck has been unable to reach a decision after 8 weeks, you can refer your complaint to the Legal Ombudsman.

The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within 3 years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months from the date of our final response to your complaint.

If you would like more information about the Legal Ombudsman their contact details are as follows:

In writing:
Legal Ombudsman
PO Box 6804

By email:

By telephone: 0300 555 0333 between 8:30am – 5:30pm

Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes.

Via their Website: