Complaints Procedure

We aim to provide a high quality of service at all times. If you would like to discuss with us how our service could be improved or if you are dissatisfied with the service that you are receiving please let us know by contacting Corinna Humphries. We will acknowledge such contact within 30 days.

We undertake to look into any complaint carefully and promptly and to do all we can to explain the position to you. We will provide to the complainant a full written response as a result of the complaint, and this will be provided within eight weeks of the initial contact. If we do not answer your complaint to your satisfaction you may take up the matter with the Association of Chartered Certified Accountants. This should be done promptly and in any event no later than six months after exhausting our procedures. 

If after receiving our final written response to your complaint you feel we have not resolved your complaint to your satisfaction or we have failed to provide you with a final written response to your complaint within eight weeks of you submitting your complaint, you can have your complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service relating to the provision of legal services by authorised persons such as CILEX Practitioner (ACCA-Probate).

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you can take your complaint to the Legal Ombudsman:

• Within six months of receiving our final written response to your complaint or if we have not provided a final written response to you within eight weeks within six months starting at the expiry of the eight-week period.
• No more than one year from the date of the act or omission that gave rise to the complaint.
• No more than one year from when you should reasonably have known there was a cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them on:

Website: www.legalombudsman.org.uk
Telephone: 03005550333 between 9am and 5pm
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Where your complaint relates to the misconduct of a CILEX Practitioner (ACCA-Probate) or does not fall within the Legal Ombudsman Scheme Rules, 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.

You can contact CILEx Regulation at:

Room 301, Endeavour House, Wrest Park, Silsoe, Bedford MK45 4HS.
Telephone: 01234 845770
Email: info@cilexregulation.org.uk.