Complaints Policy
Help us to give you the best service
If at any time you would like to discuss with us how our services to you could be improved, or if you are dissatisfied with the services you are receiving, please let us know by contacting Mr Stephen Hale, or any other director.
Mr Hale can be contacted as follows:
Churchdown Chambers
Bordyke
Tonbridge
TN9 1NR
01732 770100
Probate services
If your complaint relates to specifically to probate work, this should be directed to the Head of Legal Practice:
Mr Craig Harman
10 Upper Grosvenor Road
Tunbridge Wells
Kent
TN1 2EP
01892 543900
We will consider carefully any complaint you may make about our service as soon as we receive it and do all we can to explain the position to you. We will acknowledge your letter within five business days of its receipt and endeavour to deal with your complaint within eight weeks.
If the matter is not resolved to your satisfaction, you have the right to report the matter directly to the Institute of Chartered Accountants of England and Wales.
If your complaint relates to probate, you may be able to refer it to the Legal Ombudsman, which investigates complaints about the services provided by firms providing legal services. The Ombudsman will expect you to have used our internal procedure in the first place.
The contact details for the Legal Ombudsman are:
Telephone: 0300 555 0333
Post: Legal Ombudsman PO Box 6167 Slough SL1 0EH UK
Email: enquiries@legalombudsman.org.uk
Further information about the process can be found on their website:
https://www.legalombudsman.org.uk/how-to-complain/
The time limits for referring a complaint to the Legal Ombudsman are:
- within six months of the firm’s final response;
- one year from the date of the act or omission being complained about; or
- one year from the date when the complainant should have realised that there was cause for complaint.
