Complaints Procedure

Here at Prowse Phillips Law we try our best to provide the highest level of service for our clients at all times. In the event that you are dissatisfied with any part of our service, then please follow the simple steps below to raise your complaint.

How to make a complaint

If you are dissatisfied with any part of our service and wish to make a complaint, then please follow the steps below to ensure that we can try and resolve your complaint as efficiently as possible.

Stage 1: In the event that you wish to raise a complaint then please do so directly with your case handler in the first instance. You can do this by way of email, letter or by telephone. Your case handler will arrange a call with you at a suitable time and will try and resolve any issues you have during that call. All our calls are recorded and we can provide you with a copy of the call in the event you wish to have a record of that call. If your complaint relates directly to the actions or conduct of your case handler, you can raise it directly with their manager as set out in Stage 2.

Stage 2: If your complaint is not dealt with by your case handler then you can ask for the matter to be reviewed by their manager, who will also take steps to try and resolve your complaint. They too will arrange a suitable time to call to discuss your issues and try and reach a resolution.

Stage 3: Should we be unable to resolve your complaint having spoken to your case handler and manager then please send your complaint in writing to info@prowsephillips.co.uk. Once we have received your complaint, we will acknowledge this by email within 7 days and will provide to you a Final Response within 8 weeks from the date your written complaint was sent to us via info@prowsephillips.co.uk as per Stage 3. We will be unable to deal with any complaint sent to us unless you have first allowed your case handler and/or manager to resolve it first.

Legal Ombudsman

If we are unable to resolve your complaint then you can refer the matter to the Legal Ombudsman to be independently reviewed.

The Legal Ombudsman can investigate complaints up to six years from the date of the issue occurring or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman then this must be done within six months of our final response to your complaint. If you would like more information about the Legal Ombudsman their contact details are: