Complaints Procedure

Here at Phillips we strive to provide you with the best service possible. If however, for any reason, you are unhappy with the service or the bill you have received from us please do not hesitate to contact the person dealing with your matter and we will work with them to remedy any problems or concerns you may have.

If they are unable to settle your complaint or if you are unhappy speaking to them, then you should contact the Client Care Manager, Karen Bristow, informing her who is acting for you and what your complaint is about. You can get in touch with Karen by calling 01256 854670 or emailing Karen.bristow@phillips-law.co.uk.

What will happen next?

We will then send you a letter acknowledging your complaint and asking you to confirm or explain the details set out.

We will record your complaint in our central register. The Client Care Manager will then start to investigate your complaint. This will normally involve the following steps:

  • The Client Care Manager will ask the member of staff who acted for you to reply to her about your complaint within five working days and send her the matter file.
  • The Client Care Manager will then examine the reply and the information you gave relating to your complaint and, if necessary, she may also speak to you or to the member of staff involved again.
  • The Client Care Manager will then either write to you or telephone you and hopefully resolve your complaint or invite you to a meeting to discuss it with her. She will do this within the shortest time possible taking into account the information required, but in any event within 8 weeks of receiving your complaint.
  • If you do not want a meeting or it is not possible, the Client Care Manager will send you a detailed reply to your complaint. This will include her suggestions for resolving the matter.  She will do this as soon as possible after completing the investigation. If you do have a meeting, the Client Care Manager will write to you to confirm what took place and any solutions she has agreed with you.
  • At this stage, if you are still not satisfied you should contact her again. We will then arrange to review our decision. This will happen in one of the following ways-
  • Another Director of the Company will review the Client Care Manager’s decision within 10 days.

If we are unable to resolve your complaint to your satisfaction or within eight weeks of it being made, you may have the right to refer it to the Legal Ombudsman within six months of receiving a final written response from Phillips about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). For further information, the Legal Ombudsman can be contacted on 0300 555 0333 or by email at enquiries@legalombudsman.org.uk or by post at PO Box 6806, Wolverhampton, WV1 9WJ.  (website – www.legalombudsman.org.uk)

If we have to change any of the above timescales, we will let you know and explain why.