We are committed to providing a high-quality service to all of our clients. Any complaints received will be taken very seriously and we will work with you to resolve your complaint as quickly as possible.
We have eight weeks to consider your complaint. If we have not resolved it within this time, you may complain to the Legal Ombudsman (if the complaint relates to our service) or the Costs Lawyers Standards Board (if the complaint relates to our conduct).
What to do if you have a complaint
- You should notify us of your complaint, preferably in writing, providing as much information as possible to enable us to investigate the matter fully.
- We will acknowledge receipt of your complaint within seven days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to our Practice Director, Gill Bird, who will review your file and speak to the member of staff who acted for you.
- Stephen Averill, our Managing Director, will contact you to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
- Within three days of any meeting, Stephen Averill will write to you to confirm what took place and any solutions agreed with you.
- If a call or meeting is not appropriate, Stephen Averill will send you a detailed written reply to your complaint, including suggestions for resolving the matter.
- If your complaint relates to our service and you are not satisfied with the outcome of our investigation, or the complaint has not been resolved within 8 weeks, you are entitled to refer your complaint to the Legal Ombudsman within 6 months of our last response to your complaint.
The Legal Services Ombudsman
Email: enquiries@legalservicesombudsman.org.uk
Address: PO Box 6167, Slough SL1 0EH
Telephone: 0300 555 0333
Website: www.legalombudsman.org.uk - If your complaint relates to our conduct and you are not satisfied with the outcome of our investigation, or the complaint has not been resolved within 8 weeks, then you are entitled to refer your complaint to the Costs Lawyers Standards Board:
a) within 12 months from the date on which the matter/s giving rise to complaint occurred; or
b) within 12 months from the date on which you first became aware that you had grounds for complaint.
Costs Lawyers Standards Board
Email: enquiries@clsb.info
Address: Centurion House, 129 Deansgate, Manchester M3 3WR
Telephone: 0161 956 8969
Website: www.clsb.info
Phoenix Legal Services Ltd, a company registered in England and Wales under company number 4867682 and whose registered office is at Southgate House, Wood Street, Cardiff CF10 1EW
