Complaints Policy

Summary 

This document outlines the procedure that Andrea Pierce Probate Services Ltd (APPS) will follow in handling any complaint received. 

Complaints 

If you are not happy with the service received by Andrea Pierce Probate Services Ltd, please bring it to our attention as soon as you can. We will endeavour to resolve the matter in a fair manner and as quickly as possible. 

Any verbal or written expression of dissatisfaction with regard to the service provided will be considered seriously and we will ensure that we respond promptly to any complaint. 

How do you complain? 

Either a telephone call, email or letter addressed to Andrea Pierce. If a complaint is substantial or complicated, our preference would be to receive this in writing (either via the post or email) but we recognise that not all clients can formulate a detailed letter. In such cases, a telephone call is sufficient, during which we will make a note of the issues and then send that to you for comment. This document will then form the basis of the complaint. 

What will happen next? 

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure. 

  2. We will then investigate your complaint. 

  3. We will then write to you with our findings within 14 days of sending you the acknowledgement letter. If the complaint is complicated further time may be needed. If so, we will and tell you and set another time limit. In our acknowledgement letter we will advise if the complaint is upheld or not. If it is upheld we will propose a suggestion for resolving the matter. 

  4. If, after following the review process you remain dissatisfied with any aspect of our handling of your complaint, you may contact directly the Legal Ombudsman to ask them to consider the complaint further. Their details are as follows: 
    Tel no: 0300 555 0333 Email: enquiries@legalombudsman.org.uk 
    Website: www.legalombudsman.org.uk 
    Address: Legal Ombudsman 
    PO Box 6167, Slough, SL1 0EH  

  5. Unless it agrees there are good reasons not to do so, the Legal Ombudsman will expect you to allow us to consider and respond to your complaint in accordance with the procedure set out above in the first instance. You can refer your complaint up to 6 months after you have received our final written response to your complaint. You can also use the Ombudsman service if we have not resolved your complaint within 8 weeks of us receiving it. The Ombudsman must be contacted in connection with a complaint within 6 years of the act or omission you are complaining of, or if it was over 6 years ago, within 3 years of when you should have known of the cause for complaint. 

  6. The Ombudsman deals with service related complaints; any conduct-related complaints will be referred to the Council for Licensed Conveyancers. 

Compensation Fund 

If you make a valid claim against us for a loss arising out of work for which we are legally responsible, and we are unable to meet our liability in full, you may be entitled to claim from the Compensation Fund administered by the Solicitors Regulation Authority (from whom details can be obtained).