PHP Law LLP

Complaints Policy

1. Complaints

  • 1.1. Our aim is to provide our clients with excellent levels of client service. However, if you do not feel that you have had the best service, you may make a complaint. If you have a complaint please first raise this with the Partner you have been working with you will deal with your complaint in line with this process.
  • 1.2. We will acknowledge receipt of your complaint within 7 days of receiving it, explaining how we will deal with your complaint.
  • 1.3. We will then investigate your complaint. This will consist of a review of the file and speaking to the person who acted for you. We may also wish to speak with you about the complaint and we will tell you if we think we need to speak to you.
  • 1.4. We will aim to report to you with the outcome of our investigations as soon as possible. This will ordinarily be within 28 days of sending the written acknowledgement.
  • 1.5. If we need to adjust any of these timescales, we will notify you accordingly.
  • 1.6. We hope to be able to resolve your complaint within this process.

2. If the Complaint is not resolved

  • 2.1. If we are unable to resolve your complaint you may be able to ask the Legal Ombudsman to consider the complaint or an alternative complaints body, such as ProMediate (www.promediate.co.uk). We believe that the Legal Ombudsman’s scheme is the most suitable for legal complaints and they would be our suggestion if we were unable to resolve your complaint.
  • 2.2. The Legal Ombudsman 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.
  • 2.3. If you have, then you must take your complaint to the Legal Ombudsman: –

    (a). Within six months of receiving a final response to your complaint; and
    (b). No later than one year from the date of the act or omission being complained about; or
    (c). No later than one year from the date when you should have realised that there was cause for complaint.

  • 2.4. If you would like more information about the Legal Ombudsman, please contact them at: –

    Web: www.legalombudsman.org.uk
    Telephone: 0300 555 0333 between 9am to 5pm.
    Email: enquiries@legalombudsman.org.uk
    Post: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

  • 2.5. The Ombudsman will not accept complaints where the act/omission/date of awareness was before 6 October 2010. You should also note that the Ombudsman may not consider a complaint about a bill if you have applied to the court for it to be assessed.
  • 2.6. The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like ethical considerations for example dishonesty, losing money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns directly with the Solicitors Regulation Authority.

    Web: www.sra.org.uk/consumers/problems
    Telephone: 0370 606 2555 between 9am to 5pm.
    Email: Contactcentre@sra.org.uk
    Post: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham B1 1RN.

  • 2.7. Our aim is to provide our clients with excellent levels of client service. However, if you do not feel that you have had the best service, you may make a complaint. If you have a complaint please first raise this with the Partner you have been working with you will deal with your complaint in line with this process.
  • 2.8. We will acknowledge receipt of your complaint within 7 days of receiving it, explaining how we will deal with your complaint.
  • 2.9. We will then investigate your complaint. This will consist of a review of the file and speaking to the person who acted for you. We may also wish to speak with you about the complaint and we will tell you if we think we need to speak to you.
  • 2.10. We will aim to report to you with the outcome of our investigations as soon as possible. This will ordinarily be within 28 days of sending the written acknowledgement.
  • 2.11. If we need to adjust any of these timescales, we will notify you accordingly.

Non-Client Complaints

  • 3.1. Non-clients of the firm who wish to complain about the conduct of the firm or its employees may contact PHP who will consider how to respond to any such complaint.

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