Complaints procedure
If you are unhappy with the service you are receiving, or have a suggestion about how we can improve our service to you please let us know by contacting Jiao Guo at [email protected]. We will consider carefully any complaint you may make as soon as we receive it and do all we can to resolve it with you in a prompt manner. We will acknowledge your letter within five business days of its receipt and endeavour to deal with it within 2 weeks. If we do not deal with your complaint within this time, or if you are unhappy with our response, you may of course take up the matter with our professional body the ICAEW.
If your complaint is about our probate or estate administration work you may also take the matter with the Legal Ombudsman.
The contact details for the Legal Ombudsman, are:
Ordinarily, when making a complaint to the Legal Ombudsman the following timescales apply:
- the act or omission, or when the complainant should reasonably have known there was cause for complaint, must have been after 5 October 2010; and
- the complainant must refer the complaint to the Legal Ombudsman no later than: – six years from the act/omission; or – three years from when the complainant should reasonably have known there was cause for complaint; and – the complainant must refer the complaint to the Legal Ombudsman within six months of the date of our written response.
Reach out
Not sure what you need or perhaps you need advice in what might be an extremely challenging time? Reach out to our friendly team for peace of mind and advice on the next steps.
