Regulatory

Complaints procedure

We aim to give every client a careful, responsive service. If something falls short, please tell us so we can investigate it properly.

Step 1 — Tell us

Contact your case handler in the first instance. If you'd prefer, write to the Complaints Partner at complaints@prudentialprobateservices.co.uk.

Step 2 — Our investigation

• We acknowledge your complaint in writing within 5 working days.
• A person not directly involved in the concern reviews the available information.
• We provide a full written response within 8 weeks.

Step 3 — Our final response

Our written response will explain the outcome of the investigation and any next steps or independent route that applies to your particular service and circumstances.

There is no charge for making a complaint to us.