Finch Probate Limited
Complaints Handling Procedure
We are regulated by CILEx Regulation and our firm wishes to provide an excellent service and good client care. If you feel you wish to complain about our service, we have put the following procedure in place.
The person responsible for complaints handling in this firm is Rhoda Cooper, 1 Finch Way, Narborough, Leicester, LE19 2TP. Telephone 07734 281 653 or email email@example.com.
Our complaints procedure is as follows:
If you have or wish to discuss a complaint, please contact Rhoda Cooper and provide full details of the circumstances surrounding the complaint.
What will happen next?
Rhoda Cooper will deal with your complaint in the first instance, she will send you a letter acknowledging your complaint and ask you to confirm or explain the details. You can expect to receive this letter within five working days of receiving your complaint.
We will record your complaint within a day of receiving your complaint.
When we acknowledge your reply to our initial letter Rhoda Cooper will confirm what will happen next.
We will then begin to investigate your complaint. This may involve one or more of the following steps;
If you agree, we aim to investigate your complaint within 10 working days and send you a detailed reply and/or invite you to a meeting to discuss the matter.
This process will involve reviewing the matter, files and the members of staff involved.
We will then write inviting you to meet with Rhoda Cooper to discuss and hopefully resolve your complaint if step 4. has not satisfactorily addressed matters. We aim to do this within 3 working days of having completed our investigations.
Within 5 working days of our meeting, we will write to you to confirm what took place and any solutions agreed with you. If you do not want a meeting or it is not possible, a written reply will be provided. This will include our suggestion for resolving the matter.
If, at this stage, you are still not satisfied, or there are matters you feel have not been addressed, you can write to Rhoda Cooper again. We will then arrange to review out decision and respond within 14 working days confirming the firms final position in relation to your complaint. We will also provide you with details of the Legal Ombudsman and CILEx Regulation in case you would like the take further action.
If any of the above timescales are delayed for any reason we will aim to advise you in writing as soon as possible.
If we have not been able to resolve your complaint
If in the unlikely event we are unable to deal with your complaint within eight weeks of if you are unsatisfied with our final written response to your complaint you have the right to refer your complaint to the Legal Ombudsman. Complaints to the Legal Ombudsman should be made within one year of the act or omission or within one year of you becoming aware of the issue, and in either case within six months of our written response to your complaint to us. The contact details for the Legal Ombudsman are:
Letter: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Telephone: 0300 555 0333
If your complaint does not fall within the Legal Ombudsman Scheme Rules you can take the matter up with our regulator CILEx Regulation. Please see the following contact details for CILEx Regulation:
Website – www.cilexregulation.org.uk/complaints
Where your complaint relates to the misconduct of a CILEX Practitioner (ACCA-Probate), you can refer your complaint free of charge to CILEx Regulation for them to investigate. Misconduct complaints must be made within 12 months of the act or omission that gave rise to the complaint or within 12 months of the complainant having knowledge of the act or omission that gave rise to the complaint, whichever is the greater.
Website – www.cilexregulation.org.uk
Email – firstname.lastname@example.org
Telephone – 01234 845770
Letter – CILEx Regulation, Room 301, Endeavour House, Wrest Park, Silsoe, Bedfordshire, MK45 4HS
Alternative Dispute Resolution bodies such as the Association of Chartered Certified Accountants of 1/11 John Adam Street, London, WC2N 6AU (Email address: email@example.com) exist which are competent to deal with complaints about legal services should you and our firm wish to use an ADR body. We agree to use the Association of Chartered Certified Accountants …….