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 an part of the service you receive from us then please contact your case handler in the first instance. In most cases any issues can be resolved relatively quickly by them.

However, if your case handler is unable to deal with your complaint to your satisfaction then you can contact our complaints manager Nicolai Phillips who will look into your complaint for you. At this stage we ask that you set out your complaint in writing and either send us a letter or send an email to .

Once we have received your complaint, we will acknowledge the same within 1 week and will provide to you a final response within 8 weeks from the date of your complaint.

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:


0300 565 0333


Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Do not send original documents to the Legal Ombudsman. They will scan any documents you send us to make computer copies and then destroy the originals.