Regulation, ICAEW & legal ombudsman
If you would like to talk to us about how we could improve our service to you, or if you are unhappy with the service you are receiving, please contact Rob Beale.
We will consider carefully any complaint you may make about our work in this engagement as soon as we receive it and we will do all we can to resolve it. We will acknowledge your letter within five business days of its receipt and endeavour to deal with it within eight weeks. As this service is defined as being a legal service under ICAEW guidelines, it is under the jurisdiction of the Legal Ombudsman. Accordingly if we do not deal with your complaint in this time, or if you are unhappy with our response, you may of course take up the matter with the Legal Ombudsman.
The Legal Ombudsman’s ability to deal with your complaint is dependent on the following factors;
- you must refer the complaint to the Legal Ombudsman no later than:
six years from the act/omission; or
three years from when you should reasonably have known there was cause for complaint; and
- you must refer the complaint to the Legal Ombudsman within six months of the date of our written response.
Contact details for the Legal Ombudsman
T: 0300 555 0333
Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
You are also have a right to complain to the ICAEW, details of which can be found at https://www.icaew.com/about-icaew/regulation-and-the-public-interest/complaints-process/make-a-complaint.
In the unlikely event that we cannot meet our liabilities to you, you may be able to seek a grant from ICAEW’s Probate Compensation Scheme. Generally, applications for a grant must be made to ICAEW within 12 months of the time you became aware, or reasonably ought to have become aware, of the loss.
Further information about the scheme and the circumstances in which grants may be made is available on ICAEW’s website: www.icaew.com/probate.
In accordance with the disclosure requirements of The Provisions of the Services Regulations 2009, we are required to hold professional indemnity insurance. Our professional indemnity insurer is AIG Europe Limited, The AIG Building, 58 Fenchurch Street, London, EC3M 4AB. The territorial coverage is worldwide, excluding professional business carried out from an office in the United States of America or Canada and excludes any action for a claim brought in any court in the United States of America or Canada.
Details of our probate accreditation can be viewed at icaew.com/probate under reference number C005394193.
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We’re always happy to hear from new and existing clients