Complaints procedure

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 let us know by contacting Matthew Grief or our Managing Partner, Mohamed Mavani.

We will carefully consider any complaint received about our probate or estate administration work as soon as we receive it and do all we can to resolve it. We will acknowledge your letter within five business days of its receipt and endeavour to deal with the matters raised within eight weeks.  If we do not deal with your complaint in this time, or if you are not satisfied with our response, you are entitled to 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;
• quote our firm’s ICAEW number C008562921.  

Contact details for the Legal Ombudsman 
T: 0300 555 0333 
E: [email protected] 
Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ 

 

Regulatory information

ICAEW Probate compensation scheme
We are registered to carry on audit work in the UK and regulated for a range of investment business activities; and licensed to carry out the reserved legal activity of non-contentious probate in England and Wales by the Institute of Chartered Accountants in England and Wales.

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 from the date you became aware, or reasonably ought to have become aware, of any loss. Our firm’s ICAEW number is C008562921.

Further information about the scheme and the circumstances in which grants may be made is available on ICAEW’s website: www.icaew.com/probate

We have professional indemnity insurance in place in accordance with ICAEW regulations. The expected value of the estate in this engagement is in excess of our insurance cover.  
Our professional indemnity insurance cover is up to a maximum of £15,000,000 and is capped at this level.