Complaints Procedure
We aim to provide you with an outstanding service at all times, but we are only human! If you are unhappy about any work we have done for you, please contact us as soon as possible.
In the first instance, you should contact the consultant who has been dealing with the matter. Most problems are caused by simple misunderstandings, and can be resolved simply and informally. However, if that is not the case, please make it clear that you would like to raise a formal complaint — that is usually best done in writing (by E-mail, or by letter).
We will acknowledge a formal complaint within one working day of receiving it. Your complaint will then be investigated. We aim to complete this investigation and respond to you within five working days, but if this is not possible, we will inform you as soon as we can, and let you know how long the investigation will take.
Our response will detail:
- the nature and scope of the investigation;
- our conclusion on each complaint raised, and the basis for that conclusion; and
- if we find that you are justified in your complaint, our proposals for resolving it.
If you are not happy with the result of the initial investigation, or do not wish to raise a formal complaint with the consultant who has been doing the work, please contact the directors of PRHL, either by post (to PRHL, Unit B, 52 Oakfield Road, Croydon, UK), or E-mail to Directors@PRHL.uk.