Complaints

 

If you would like to talk to us about how we can improve our probate service to you, or if you are unhappy with the service you are receiving, please let us know by contacting Adrian Metson, who is a Director and individual responsible for the provision of legal services.  Your complaint can be via telephone, email or letter. 

 

A complaint can be made by a client, former client or beneficiary of an estate.

 

Adrian would then acknowledge receipt within 5 working days (if on leave at the time, then this will be 5 days from when he returns to work) and then he has 8 weeks to investigate and provide a full reply.  Adrian would undertake to complete this fairly, consistently and promptly.

 

If you are not happy with Adrian’s response, or he has not replied within the 8 week period, then you can complain to the Institute of Chartered Accountants in England and Wales (ICAEW), who is his regulatory body.   You can also complain to the Legal Ombudsman, detailed below.

 

            Telephone                0300 555 0333

            Post                             Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

            Email                           enquiries@legalombudsman.org.uk

 

The time limits for referring a complaint to the Legal Ombudsman are;

  • Within six months of the firm’s final response
  • One year from the date of the act or omission being complainted about
  • One year from the date when the complainant should have realised that there was cause for complaint

 

You can complain at any time during the probate assignment, and more than once if necessary.  There is no cost to you if you make a complaint.

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