Philipson Hardwick strive to provide the best possible legal service to our clients at all times. However, it is always possible that you may have reason not to be satisfied with our service. We welcome any opportunity to rectify and learn from any concerns which you may have. Our designated complaints handler with overall responsibility for complaints is Peter Joyce. If you wish to complain about any aspect of your experience with us then please contact us at [email protected] or by post at Philipson Hardwick Limited, Magnetic House, Waterfront Quay, Salford, England M50 3XW.
Should you have any concerns about our service then please first raise the issue with the person handling your case. They will always do their best to put things right as soon as possible. However if your file handler is not able to resolve the matter for you then please let them be formally investigated under our Complaints Procedure.
If you wish for us to commence a formal investigation under our Complaints Procedure then please ask your file handler for the name and email address of their supervisor. Please the write to or email the supervisor with details of your complaint and how you would like us to put matters right.
We will provide you with a written response by post or email (whichever means you prefer) within 3 days of receipt. Your complaint will be acknowledged within 3 days. We will then do our best to provide a Final Response within 28 days of receiving your complaint.
However if we are unable to do so then we will write to you after 28 days to advise that our investigation is ongoing. If this is the case then the matter will be escalated to Peter Joyce, our designated complaints handler, who will carry out further investigations if necessary. We will then provide our Final Response within a further 28 days, a total of 56 days (8 weeks) of having received your written complaint. Our Final Response will set out the results of our investigation and any action which we propose to take as a result.
If you remain dissatisfied following receipt of our Final Response then you have the right to refer your complaint to the Legal Ombudsman. You can contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ, www.legalombudsman.org.uk, by telephone on 0300 555 0333 or by email at [email protected]
The normal rule is that you must refer any complaint to the Legal Ombudsman either within six years of the problem occurring or within three years of having found out that it had happened, whichever is later, and in any event within six months of the date of our Final Response. The Legal Ombudsman will tell you whether they are able to deal with your complaint.
We will not charge you for the work which we carry out in relation to dealing with your complaint. We are obliged to carry out any steps required by the Legal Ombudsman as part of its resolution of your complaint.
Please note that the Ombudsman are there to deal with concerns about the level of service received. Where there are more serious concerns that a solicitor or solicitor’s firm have been involved in professional misconduct then reports can also be made to the Solicitors Regulation Authority, the regulator of solicitors and solicitor firms. This could be for quite unusual and serious acts of misconduct such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Obviously we do not anticipate any such problems arising and would ask that you notify the matter supervisor straight away if you have any such concerns. You can find out more about the Solicitors Regulation Authority including their contact details on their website: www.sra.org.uk.
Phillipson Hardwick Limited is a limited company, registered in England and Wales, under registration number 11626146, registered office Magnetic House, Waterfront Quay, Salford, England M50 3XW, with ICO Registration Number ZA527169 and is authorised and regulated by the Solicitors Regulation Authority under SRA 656089