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Complaints

Making a complaint

If something has gone wrong, we want to know so we can put it right. This page explains how to complain and what happens next.

Last updated: 31/10/2026

Who we are

We are Probita Medical Limited, registered in England and Wales, company number 17554498. Registered office: 92 Chiswick High Road, London, W4 1SH. Our registered office is a legal address, not a contact address. Please do not send post, records or instructions there: email us, or use the portal if you have an account.

Who can complain

Anyone affected by our service can complain: a law firm that instructed us, a medical expert who works with us, a claimant whose report we arranged, or anyone else we have dealt with.

How to complain

Email us at enquiries@probitamedical.co.uk with “Complaint” in the subject line. If you work with us through the Probita portal, you can also message the case team on the case itself.

Please tell us:

  • your name and how to contact you;
  • the case reference, if you have one;
  • what went wrong, and what you would like us to do about it.

Please do not send medical records or medical details by ordinary email. If we need them to look into your complaint, we will tell you how to send them securely.

If you need help making a complaint, or would like us to communicate in a different way, tell us.

What happens next

  1. We acknowledge your complaint within 5 working days.
  2. Someone who was not involved in the matter looks into it and may ask you for more information.
  3. We send you a full written response within 20 working days. If we need longer, we tell you why and when you can expect it.

If you are not satisfied

If you are unhappy with our response, reply and ask for it to be reviewed. Our founder, who has the final say on complaints within Probita, will review it and reply in writing.

You can also go elsewhere:

  • Claimants can also raise the complaint with their solicitor, who instructed us and can take it up on their behalf.
  • About the content of a medical report. The opinion in a report is the independent expert’s own, and we cannot change it. Your solicitor can ask the expert questions about the report. A concern about an expert’s professional conduct can be raised with their regulator, such as the General Medical Council.
  • About your personal information. You can complain to the Information Commissioner’s Office (ICO) at ico.org.uk/make-a-complaint. See our privacy notice.

What we do with complaints

We keep a record of every complaint and what we did about it, and use what we learn to improve our service. Making a complaint never affects how we treat you or your case.