We are committed to providing you with a high-quality service that is both efficient and effective. However, should there be any cause for complaint in relation to any aspect of our service please contact Tom Foster. Where your complaint relates to that person, you should instead contact Sarah Alexander. We agree to investigate any complaint carefully and promptly and do everything reasonable to put it right. If you are still not satisfied you can refer your complaint to our professional body, the Institute of Chartered Accountants in England and Wales.

You can send your complaint by email:

• Tom Foster: [email protected]
• Sarah Alexander: [email protected]

Or you can send us your complaint by letter:

• Appledram Barns, Birdham Road, Chichester, West Sussex, PO20 7EQ

Our complaints procedure is free of charge. We will acknowledge your complaint within five working days and aim to provide a full response within eight weeks. If you remain dissatisfied, you may be able to refer your complaint to the ICAEW and, for probate services, to the Legal Ombudsman (further details below).

You have the right to complain to the ICAEW, details of which can be found at https://www.icaew.com/about-icaew/regulation-and-the-public-interest/complaints-process/make-a-complaint.

Probate services are defined as being a legal service under ICAEW guidelines, therefore it is under the jurisdiction of the Legal Ombudsman. Accordingly, if we do not deal with your complaint in this time, or if you are unhappy with our response, you may of course take up the matter with the Legal Ombudsman.

The Legal Ombudsman’s ability to deal with your complaint is dependent on the following factors;

1. you must refer the complaint to the Legal Ombudsman no later than:
     >  six years from the act/omission; or
     >  three years from when you should reasonably have known there was cause for complaint; and
2. you must refer the complaint to the Legal Ombudsman within six months of the date of our written response.

Contact details for the Legal Ombudsman

T: 0300 555 0333
E: [email protected]
A: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ

You also have the right to complain to the ICAEW, details of which can be found at https://www.icaew.com/about-icaew/regulation-and-the-public-interest/complaints-process/make-a-complaint.