Customer Complaint Procedure at PHH Solicitors

Unhappy with the service you have received?

Then please read our complaints procedure for a speedy resolution.


We are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

How do I make a complaint?

You can contact us in writing (by letter or email) or by telephone.

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. If you do not feel able to discuss your concerns with them, please contact the person responsible for the overall supervision of your matter, who will be named in the engagement letter we sent you at the beginning of your matter.

If you do not feel able to raise your concerns with either of these people, or you are unsatisfied with their response, please contact Peter Jensen, our Complaints Manager, who has overall responsibility for complaints by email to ;by phone on 01253 778231; or in writing to our Fleetwood office (address below).

To help us understand your compliant, and in order that we do not miss anything, please tell us:

  • your full name, address, phone number, and email address (if applicable)
  • what you think we have got wrong
  • how you would like your complaint to be resolved; and
  • your file reference number (if you have it).

If you require help in making your complaint we will try to help you.

What will happen next?

  1. We will write to you acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this policy and procedure.
  2. We will record your complaint centrally.
  3. We will then investigate your complaint. This will usually involve:
  • reviewing your complaint;
  • reviewing your file(s) and other relevant documents; and
  • liaising with the person who dealt with your matter
  1. We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
  2. We may also, if appropriate, invite you to a meeting to discuss your complaint.. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone, or by video conference.
  3. We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 35 days of the date of our letter of acknowledgment.

What to do if we cannot resolve your complaint

We have eight weeks to consider your complaint. If we have not resolved it within this time you may be able to complain to the Legal Ombudsman. This applies if you are an individual, a business with fewer than 10 employees and turnover or assets not exceeding a certain threshold, a charity or trust with a net income of less than £1m, or if you fall within certain other categories (you can find out more from the Legal Ombudsman). The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your matter.

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:

  1.  within six months of receiving a final response to your complaint;


  1.  no more than one year from the date of act/omission or when you should reasonably have known there was cause for complaint.

The Legal Ombudsman has discretion to accept out-of-time complaints in circumstances where it deems it ‘fair and reasonable’ to do so.

If you would like more information about the Legal Ombudsman, please contact them.


Visit: 0300 555 0333 between 9am and 5pm Monday to Friday

Email :

Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ

Alternative complaints bodies exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme e.g.  Ombudsman Services, ProMediate, and Small Claims Mediation, however, we have chosen not to adopt an ADR process. Therefore, if you wish to complain further upon conclusion of our investigation into a complaint, you should contact the Legal Ombudsman.

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help 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. Visit its website at to see how you can raise your concerns.

What will it cost?

We will not charge you for handling your complaint.

Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. This is explained in our Terms of Business.

The Legal Ombudsman service is free of charge.


PHH Solicitors Lancashire office addresses are:

York House
1 York Avenue

Office hours:
Monday to Friday: 9.00am – 5.00pm

Telephone 01253 824 216


25 Poulton Street

Office hours:
Monday to Friday: 9.00am – 5.00pm

Telephone. 01253 778 231



The Legal Services Act 2007

” The Legal Services Act 2007 is an Act of the Parliament of the United Kingdom that seeks to liberalise and regulate the market for legal services in England and Wales, to encourage more competition and to provide a new route for consumer complaints”