Complaints Handling Procedure

At PHG Legal, we are dedicated to delivering exceptional legal services with integrity, professionalism, and care. We take pride in maintaining high standards, but we also understand that sometimes things can go wrong. If you’re dissatisfied with any part of our service, please let us know. Your feedback is invaluable in helping us continually improve and ensure every client receives the best possible support.

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How to Make a Complaint

Got any questions?

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Raise It Informally

Speak to the person handling your case. Often, concerns can be resolved straight away through a simple conversation.

Escalate to the Complaints Handler

If you're not satisfied with the initial response, or prefer not to speak with your case handler, contact our designated complaints handler directly.

Submit Your Complaint

You can make a formal complaint using any of the following methods:

Email: Enquiries@proctorhobbs.com
Phone: 0808 196 8212
Post: PHG Legal, The Waterfront Salts Mill Road, Bradford, BD17 7TD

Acknowledgement & Response

We’ll acknowledge your complaint within 7 days, and aim to provide a full written response within 28 days. If we need more time, we’ll explain the reason and keep you informed throughout.

What Happens After You Complain

We take every complaint seriously and will investigate thoroughly and fairly. Our process includes :

Reviewing your case file

Speaking with relevant staff members

Requesting further information from you, if needed

Within 21 days, we may invite you to a meeting to discuss possible resolutions. If a meeting isn’t necessary, we’ll proceed with a written outcome. Our goal is always a constructive and timely resolution.

You will receive a detailed written response within 28 days, outlining our findings and any steps we’ve taken to address your concerns. If you’re still not satisfied, you have the right to escalate your complaint to the Legal Ombudsman.

Our Approach to Complaints

If You’re Still Not Satisfied

If we are unable to resolve your concerns to your satisfaction, you may refer your complaint to the Legal Ombudsman, who investigates complaints about legal services.

You must contact the Legal Ombudsman:

Within six months of receiving our final response
No more than one year from the issue you’re complaining about, or
No more than one year from when you reasonably became aware of the issue

Legal Ombudsman Contact Information:

Website: www.legalombudsman.org.uk
Email: enquiries@legalombudsman.org.uk
Phone: 0300 555 0333
Post: PO Box 6806, Wolverhampton, WV1 9WJ

Concerned About Our Conduct?

If your concern relates to misconduct, such as dishonesty, financial irregularities, or discriminatory behaviour, you can report us to the Solicitors Regulation Authority (SRA).

SRA Contact Details:

Website: www.sra.org.uk/consumers/problems/report-solicitor
Phone: 0370 606 2555
Email: report@sra.org.uk

Regulated

Legal and Regulatory Compliance

PHG Legal is a regulated legal services provider and complies fully with the Solicitors Regulation Authority (SRA) Code of Conduct. Our services are delivered with integrity, professionalism, and transparency.

If you have questions or need to contact the SRA directly, you can call them on SRA contact number: 0370 606 2555 (within the UK). For details on potential call charges, please refer to this Ofcom call cost guide.

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Our Commitment to You

We treat all complaints seriously and handle them sensitively and professionally. Your right to complain will not affect how we handle your case, and we will do our utmost to resolve any concerns promptly and fairly. Thank you for helping us maintain the high standards we aim to uphold at PHG Legal.