We aim to provide a careful, responsive and transparent service. If something has gone wrong, please tell us promptly so that the concern can be investigated and, where appropriate, put right.
1. How to complain
Please address your complaint to Complaints Manager at complaints@phrasinglegal.co.uk. You may also write to the registered office shown in the footer. Please include your name, matter reference if known, the issue complained of, important dates and the outcome you are seeking.
2. Acknowledgement and investigation
We will acknowledge the complaint promptly and explain who is dealing with it. We will review the relevant file, correspondence and any explanation from the people involved. If further information would help us understand the complaint, we may ask for it.
3. Our response
We aim to provide a substantive written response as soon as reasonably practicable and will provide an update if the investigation is taking longer than expected. A complaint concerning a solicitor’s legal service will be handled consistently with the applicable SRA requirements and Legal Ombudsman arrangements.
4. Legal Ombudsman
If the complaint concerns a legal service provided personally by, or under the responsibility or supervision of, the SRA-regulated solicitor, an eligible client may be able to ask the Legal Ombudsman to investigate after using our internal procedure. The service provider generally has up to eight weeks to resolve a complaint. Current time limits ordinarily require referral within one year of the act or omission complained about, or one year from when you should reasonably have known there was cause for complaint, and within six months of a properly signposted final response.
Legal Ombudsman
PO Box 6167, Slough, SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
legalombudsman.org.uk
5. Solicitors Regulation Authority
The SRA deals with professional-conduct and regulatory concerns about solicitors rather than ordinary service complaints. Information about reporting concerns is available at sra.org.uk.
6. Work outside an external legal-services complaints scheme
Phrasing Ltd is not an SRA-authorised firm. Work supplied solely by a non-authorised person and not under the responsibility or supervision of an authorised solicitor may not fall within the Legal Ombudsman’s jurisdiction. The relevant position will be explained as part of the service information where necessary.