We are committed to providing a high quality service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us.
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 become aware, or reasonably ought to have been 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.
How do I make a complaint?
You can contact us in writing (by letter, fax or email) or by speaking with Nick Skerratt, Partner, firstname.lastname@example.org or 01872 276116, or Mark Williams, Partner email@example.com
To help us to understand your complaint, and in order that we do not miss anything, please tell us:
- your full name and contact details
- what you think we have got wrong
- what you hope to achieve as a result of your complaint, and
- If you require any help in making your complaint we will try to help you.
Our complaints procedure
We will record your complaint centrally and write to you within five working days acknowledging your complaint, enclosing a copy of this policy.
Your complaint will then be fully investigated. This will usually involve:
- reviewing your complaint
- reviewing your file(s) and other relevant documents, and
- speaking with the person who dealt with your work
You may be asked to provide further information or documents. If so, we will ask you to provide the information within a specific period of time.
We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within eight weeks of the date of our letter of acknowledgement.
What if I am not satisfied with the outcome?
If you are unhappy with the outcome of our complaints handling procedure please first let us know and we will review this.
If you are still unhappy you may of course take up the matter with the Institute of Chartered Accountants in England and Wales or in the case if a legal service provision, you can complain to the Legal Ombusman
- by post at PO Box 6806, Wolverhampton, WV1 9WJ
- by telephone: 0300 555 0333, or
- by email: firstname.lastname@example.org
You must usually refer your complaint within six months of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it). Further details are available on the website: www.legalombudsman.org.uk.
What will it cost?
We will not charge you for handling your complaint.
Please note that if we have issued a bill for work done, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.
The ICAEW and Legal Ombudsman service is free of charge.