Complaints Procedure

The M+A Partners’ complaints procedure provides clients with the reassurance that any complaint will be handled and resolved in a professional and efficient manner. As a firm, we are committed to acting in the best interest of our clients and undertake any work to the highest standard.

Our complaints procedure is detailed below, providing clients with complete clarity as to the course of action they can take.

1   As we are licensed for the reserved legal activity of non-contentious probate, in the unlikely event that we cannot meet our liabilities to you, you may be able to seek a grant from ICAEW’s Probate Compensation Scheme. Generally, applications for a grant must be made to ICAEW within twelve months of the time you become aware, or reasonably ought to have been aware of the loss. Further information about the scheme and the circumstances in which grants may be made is available on ICAEW’s website: www.icaew.com/probate

2   If at any time you would like to discuss with us how our service to you could be improved, or if you are dissatisfied with the service you are receiving, please let us know by contacting the relevant M+A Partner. If you are still not satisfied, you should contact our Managing Partner, Jeremy Robson. We will carefully consider any complaint that you may make about our probate services as soon as we receive it and will do all we can to resolve the issue. We will acknowledge your complaint within five business days of its receipt and endeavour to deal with it within eight weeks. Any complaint should be submitted to us by letter.

3   If we do not deal with it within this timescale or you are unhappy with our response you may of course take the matter up with our professional body the Institute of Chartered Accountants in England and Wales and the Legal Ombudsman. Complaints to the Legal Ombudsman should be made within six years of the act or omission or within three years 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

Email:
enquiries@legalombudsman.org.uk

Telephone:
0300 555 0333

Further information on registering a complaint and the help and support available to you can be found here, on the ICAEW website.