Our complaints procedure
Burch Phillips & Co. in West Drayton is committed to high quality legal advice and client care. If you are unhappy about any aspect of the service you have received or about the bill, please contact us. We have a procedure in place which details how we handle complaints, which is available upon application.
If you are not satisfied with our handling of your complaint, you can ask the Legal Ombudsman at Legal Ombudsman, PO Box 6167 Slough SL1 0EH to consider the complaint.
Website - www.legalombudsman.org.uk
Tel - 0300 555 0333
Email - enquiries@legalombudsman.org.uk to consider the complaint.
The Legal Ombudsman
The Legal Ombudsman service considers complaints about the quality of legal services that clients receive. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint and no more than one year from the date of the act or omission being complained about or no more than one year from the date you should reasonably have known that there was a cause for complaint.
Supporting Clients Through a Clear and Fair Complaints Process
At Burch Phillips & Co., we are dedicated to providing a professional, friendly, and reliable legal service to every client. With more than 45 years of experience in conveyancing, wills, probate, and power of attorney matters, we take pride in our commitment to clarity, communication, and client satisfaction. While we always aim to deliver the highest standard of care, we understand that questions or concerns may arise. Our structured client complaints process ensures that all matters are reviewed thoroughly, transparently, and with the attention they deserve.
Whether you are navigating a property purchase, handling a loved one’s estate, or managing the complexities of a leasehold, our team is here to support you. If something does not meet your expectations, we want to hear from you so that we can put things right and continue improving the services we deliver across West Drayton and the surrounding areas.
Providing Clients With a Transparent Review Procedure
Our legal service complaints procedure is designed to be simple and accessible. We believe that a transparent review approach builds trust, strengthens communication, and ensures that clients feel heard throughout the process. Every complaint is handled by an experienced member of our team, and we aim to provide a clear response within a reasonable timeframe.
We take all feedback seriously, whether it concerns conveyancing timescales, communication, documentation, or the handling of your legal matter. Our goal is always to investigate fairly, explain our findings clearly, and outline any actions we can take to resolve your concerns efficiently.
Maintaining Client Confidence Through Clear Communication
One of our core values is communication you can rely on. During each stage of the complaints process, we will keep you informed so that you know exactly what to expect. We outline how we are investigating the matter, provide updates where necessary, and explain our conclusions in a clear, friendly, and professional way.
Our team is always available to discuss your concerns directly. If you prefer written communication, we are equally responsive by email or through the contact form on our website. Our focus is to ensure that you feel supported, respected, and confident in the steps being taken to review your concern.
Our commitment to fairness ensures that every client has access to a clear escalation route, reinforcing our belief in accountability, transparency, and service excellence.
Our conduct
In the unlikely event that you have concerns about a solicitor’s conduct, it may be appropriate for you to contact the Solicitors Regulation Authority (SRA – Telephone: 0370 606 2555, website: sra.org.uk, or write to them at The Cube, 199 Wharfside Street, Birmingham B1 1RN). We do not anticipate any such problems arising and would ask that you notify Stephen Phillips straight away if you have any such concerns.
Expert Advice
Professional Service
Conveyancing Specialists