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.

If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. You will not be charged for raising a complaint with us or for our investigation of it.

If we have not resolved your complaint within this time you may complain to the Legal Ombudsman.

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.
  1. We will record your complaint centrally.
  1. We will then investigate your complaint. This will normally involve passing your complaint to our Complaints Manager, Peter Jensen, who will review your file and other relevant documents, and speak to the member of staff who acted for you. If your complaint is in relation to Peter Jensen it will be passed to Judith Abram for investigation.
  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.
  1. We may also, if appropriate, invite you to a meeting to discuss your complaint. We will do this within 14 days of sending you the acknowledgment letter. 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.
  1. Within three days of the meeting, we will write to you to confirm what took place and any solutions agreed with you.
  1. 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 21 days of the date of our letter of acknowledgment.
  1. If you are unhappy with the outcome of our complaints handling procedure, please first let us know and we will review the matter and write to you within 14 days.

Complaints in connection with your Bill

When a bill is presented to you, if you are not happy with that bill, please let us know and we will try and resolve any problems quickly between ourselves.,  if we are unable to resolve the  complaint between ourselves, you have certain rights depending on your case.  If the work that we have carried out is of a non-contentious matter, you have the right to apply for a renumeration certificate from the Law Society.  Your rights are set out in full in the Solicitors (Non-Contentious Business) Remunerations Order 1994.

If your case has gone to Court, then you cannot apply for a Renumeration Certificate, but you do have the right to ask the Court to assess your bill.  Our Terms of Business deal with the rights to request a detailed assessment of the bill.  Also, more details are set out in Section 70, 71 and 72 of the Solicitors Act 1974. 

Legal Ombudsman

If we have been unable to settle the complaint using our internal complaints procedure you have a right to complain to the Legal Ombudsman, an independent complaints body that deals with legal services complaints that was established under the Legal Services Act 2007.

You have six months from the date of our final letter in which to complain to the Legal Ombudsman.

Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ

Telephone: 0300 555 0333

Email address:


Alternative complaints bodies (such as Ombudsman Services, Pro Mediate, and Small Claims Mediation exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We have, however, 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.

If you are not satisfied with our final response you may also refer your complaint to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007 which deals with legal services complaints.

For the complaints procedure to function correctly you must usually refer your complaint within six months from our final written response to your complaint and within six years of the act or omission about which you are complaining (or within three years of you becoming aware of it).

Generally, the Legal Ombudsman deals with complaints relating to acts or omissions that happened after 5 October 2010.

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”