Complaints Procedure

At Prospect Law Ltd, we are committed to providing a high standard of service to all our clients. However, if at any time you are dissatisfied or have concerns about the service you have received, we encourage you to raise these with us as soon as possible so that we can work to resolve the matter promptly.

This page provides a summary of our complaints procedure. A full version of our Complaints Handling Policy is available via the link below.

Raising a Concern

In the first instance, it may be helpful to contact the individual responsible for your matter, who will make every effort to address your concerns directly.
If you would prefer to make a formal complaint, please be assured that doing so will not affect the way in which your matter is handled.

You may also raise concerns with the Solicitors Regulation Authority (SRA), particularly in relation to issues such as dishonesty, misuse of client money, or unfair treatment.

How to Make a Formal Complaint

If your concerns are not resolved informally, you may escalate the matter by contacting the supervisor of the person handling your case or by writing to:

Edmund Robb
Partner, Prospect Law Ltd

We will acknowledge your complaint and aim to resolve it as quickly as possible. A substantive response will be provided following a full review of the issues raised and, in any event, within eight weeks, in accordance with the requirements of the Legal Ombudsman Scheme.

If We Are Unable to Resolve Your Complaint

If we are unable to resolve your complaint to your satisfaction within eight weeks, or if you remain dissatisfied with our final response, you may refer the matter to the Legal Ombudsman for independent review.

Before the Legal Ombudsman will accept your complaint, you must have first attempted to resolve the matter with us.

You must refer your complaint:

• within six months of receiving our final written response;
• no more than one year from the date of the act or omission complained of; or
• no more than one year from the date you should reasonably have been aware of the cause for complaint.

Referral to the Legal Ombudsman will not affect the way in which we handle your matter.

Contact Details – Legal Ombudsman

Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333 (9:00am – 5:00pm)
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman, PO Box 6167, Slough SL1 0EH

A full copy of our Complaints Handling Procedure is available to download via this link.