We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure as set out below. Making a complaint will not affect how we handle your case.
The Solicitors Regulation Authority can help you 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.
You can raise your concerns with the Solicitors Regulation Authority.
What to do to 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:
If you would like more information about the Legal Ombudsman, please contact them using the following details.
Call: 0300 555 0333 between 9am to 5pm.
Email: [email protected]
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
Our 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, Max Hope, informing him who is acting for you and what your complaint is about. You can get in touch with Max by calling 01256 854654 or emailing [email protected]
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:
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 using the details shown previously.
If we have to change any of the above timescales, we will let you know and explain why.
Please note before contacting the Legal Ombudsman;
If the ombudsman considers there are exceptional circumstances (e.g. serious illness or you were still within the time limits when you made your initial complaint to them) then he/she may extend any of the above time limits to the extent that he/she considers fair.