COMPLAINTS

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we provided then you should inform us immediately, so that we can do our best to resolve the problem.

Please click on the link at the end of the page to access our full Complaints Handling Policy. The text on this page is a summary only.

It may be helpful to make initial contact with the person who is working on your case. We will do our best to resolve any issues at this stage. However, if you would like to make a formal complaint, please be assured that making one will not affect our handling of your case.

You can also raise your concerns with the Solicitors Regulation Authority, who can help you if you are concerned about our behaviour. This can be for things like dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability or other characteristic.

How to make a complaint

Please address any problems or concerns initially to the person handling your case, and they will work to resolve the issue. If you remain dissatisfied, you can escalate the matter to the supervisor of the person handling your case or submit your complaint to Edmund Robb, Partner of Prospect Law.

If you make a formal complaint, we will work to resolve it as quickly as possible. We will provide a substantive response once we have reviewed the nature of your complaint and, in any case, within 8 weeks, in accordance with the Legal Ombudsman Scheme.

What do to if we cannot resolve your complaint

If we are unable to resolve your complaint to your satisfaction after 8 weeks, you may have the complaint independently reviewed by the Legal Ombudsman. This applies if we have exhausted our internal complaints procedure and you are still dissatisfied with our final written response or how we handled your complaint.

The Legal Ombudsman will look at your complaint independently and any report to them will not affect our handling of your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman: