Complaints
Our Policy
At Quinns, we are committed to integrity, care, service, and family in everything we do. If you ever feel that we have fallen short of our promise, we want you to tell us. Your feedback gives us the opportunity to learn, put things right, and strengthen our service.
This procedure is part of our Quinns Way Service Pledge and supported by the Quinns Guarantee. If we fall short, you always decide what our service is worth.
How to Raise a Concern
If you are worried about any part of our service or fees, please let us know as soon as possible. You can contact:
James Quinn
Quinns, Unit 15E, Tromode Business Estate, Douglas, Isle of Man IM4 4RG
Tel: 01624 680920 (office) | 07624 301999 (mobile) Email: james@quinns.law
If your complaint is about James Quinn, we will arrange for an independent advocate from another firm to handle it at no cost to you.
What Happens Next
- Acknowledgement – We will acknowledge your concern within 1 working day and send you our Complaint Resolution Form.
- Investigation – Once we receive your completed form, James (or the independent advocate if appropriate) will review your file.
- Communication – We will keep you updated at least once a week while your complaint is under review.
- Meeting or Written Response – We will invite you to a meeting (in person or online) within 21 days, or provide a detailed written response.
- Confirmation – After any meeting, we will confirm in writing what was discussed and agreed.
- Next Steps – If you remain unsatisfied, you can contact the Isle of Man Law Society within 6 months of our final response.
Our Promise
- We will respond promptly, fairly, and in plain English.
• We will always treat you with respect and care.
• We will record every complaint in our Complaints Register and review them quarterly to improve our service.
• If we need more time than set out above, we will explain why and agree a revised timescale with you.
