Complaints

Phoenix Legal Solicitors operates a complaints procedure as follows:

  1. Any complaint should be put in writing for the attention of the Client Care Officer – Mrs Alisha Butler.
  2. Complaints are acknowledged within seven days of receipt and our initial investigations carried out within twenty eight days.
  3. Either a subsequent meeting will then be arranged, or a detailed written response sent out to hopefully resolve matters, within seven days of completing our investigations.

If at the conclusion of the complaint process you are not satisfied with our handling of your complaint and our decision on it, you should let us know in twenty-one days. We will review our decision within ten days of hearing from you.

We will then write to you confirming our final position on your complaint, expanding why we consider our handling and our decision (and the result of any review) to be reasonable. If your complaint has not been resolved within eight weeks, the legal ombudsman may accept your complaint for investigation.

Legal Ombudsman Limitation Data

As of 01 April 2023 the time periods for reporting a complaint to the Legal Ombudsman is no longer than:

  • Within six months of receiving our final response to your complaint

and

  • No more than one year from the date of the act or omission being complained about; or
  • No more than one year from the date when you should reasonably have known that there was cause for complaint.

However, the Legal Ombudsman will not accept complaints where the act or the date of awareness is before 6 October 2010. Call 0300 555 0333 or write to Legal Ombudsman, PO Box 6167, Slough, SL1 0EH.

Your right to complain (or raise a concern) includes the right to complain about a bill by applying to the court for an assessment of the bill under Part 111 of the Solicitors act 1974 and that if all or part of a bill remains unpaid the firm may be entitled to charge interest.

The professional rules relating to solicitors’ firms including the Code of Conduct, can be assessed on the website of the Solicitors Regulations Authority at www.sra.org.uk/code-of-conduct.page

Any dispute or legal issue arising from our terms of business will be determined by the law of England and Wales and considered exclusively by the English and Welsh courts.