We are committed to providing a high-quality service. However, if something is not up to our usual standard, we aim to resolve the issue as quickly and fairly as possible.
We are authorised and regulated for probate services by the Institute of Chartered Accountants in England and Wales (ICAEW).
How to Make a Complaint
If you are dissatisfied with any aspect of our service, please contact:
Name of Probate Responsible Individual
Authorised Individual/Probate Manager
laura@libertyestateplanning.uk
01778 342291
104 Church Street, Market Deeping, Peterborough PE6 8AL
Please set out the details of your complaint, including:
- What has gone wrong
- When it occurred
- What you would like us to do to resolve the matter
We will:
- Acknowledge your complaint within 5 working days.
- Investigate the matter independently and thoroughly.
- Provide a written response within 8 weeks of receiving your complaint.
If we need more time, we will explain why and keep you updated.
If You Are Not Satisfied
If you are not satisfied with our final response, or eight weeks have passed since you first raised your complaint, you may refer the matter to the ICAEW.
The ICAEW can review complaints about:
- The service you have received
- Our compliance with probate regulations
- Professional conduct matters
Contact details are available via the Institute of Chartered Accountants in England and Wales website.
Legal Ombudsman
If your complaint relates to probate services and we have been unable to resolve it to your satisfaction, you may also have the right to complain to the:
Legal Ombudsman
The Legal Ombudsman is an independent body that investigates complaints about legal service providers.
You normally need to:
- Refer your complaint within six months of our final written response, and
- Refer the complaint no later than one year from the date of the act or omission complained about, or one year from when you should reasonably have known there was cause for complaint.
Further details are available from the Legal Ombudsman website.