Regulated by CILEx Regulation, our firm aims to provide an excellent service and client care, however if you feel you wish to complain about our service, we have put the following procedures in place.
The person responsible for resolving your complaint is Russell Spriggs, 300 High Road, Whaplode, Spalding, Lincs PE12 6TG. Tel: 07821880002 or email: spriggsprobateservices@outlook.com
Our complaints procedure is as follows:
If you have or wish to discuss a complaint, please contact Russell Spriggs and provide full details of the circumstances surrounding your complaint.
Next steps;
- Russell Spriggs will deal with your complaint, he will send you a letter acknowledging your grievance within five working days and request further details if required.
- A record of your complaint will be made within one day of receipt.
- We will acknowledge your reply and confirm what will happen next.
- An investigation into your complaint will be undertaken which may involve one or more of the following steps;
- If you agree, we aim to investigate your complaint within 10 working days and send you a detailed reply and/or invite you to a meeng to discuss the matter.
- This process will involve reviewing all procedures and documentation as well as interviewing any staff involved.
- Once our investigation has been completed we will write to nofy you of our findings and invite you to meet with Russell Spriggs to discuss and hopefully resolve your grievance within 3 working days.
- Within 5 working days of any meeting, we will provide you with a final written response to your complaint and any solutions agreed with you. Alternatively, if a meeting is not required or not possible our final written response will include our suggestion for resolving the mater.
- If you are still not satisfied or there are maters you feel have not been fully addressed, you can write to Russell Spriggs again. A review of our decision will be undertaken and we will respond within 14 working days confirming the firms final position in relation to your complaint. We will also provide you with details of the Legal Ombudsman and CILEx Regulaon in case you would like the take further action.
- If any of the above timescales are delayed for any reason we will aim to advise you in writing as soon as possible.
If we have not been able to resolve your complaint
In the unlikely event we are unable to deal with your complaint within eight weeks or if you are dissatisfied with our final decision, you have the right to refer your complaint to the Legal Ombudsman. Complaints to the Legal Ombudsman should be made within one year of the act or omission or within one year 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:
via letter: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
via email: enquiries@legalombudsman.org.uk
via telephone: 0300 555 0333
If your complaint does not fall within the Legal Ombudsman Scheme rules you can take your complaint to our regulator CILEx Regulaon via the following contact details:
Website – www.cilexregulation.org.uk/complaints
Where your complaint relates to the misconduct of a CILEX Practitioner (ACCA-Probate), you can refer your complaint free of charge to CILEx Regulaon 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, whichever is the greater.
Website – www.cilexregulation.org.uk
via email – info@cilexregulation.org.uk via telephone – 01234 845770
via letter – CILEx Regulation, Room 301, Endeavour House, Wrest Park, Silsoe, Bedfordshire, MK45 4HS.
Alternative Dispute Resolution (ADR) bodies such as the Association of Chartered Certified Accountants of 1/11 John Adam Street, London, WC2N 6AU (complaintassessment@accaglobal.com) exist which are competent to deal with complaints about legal services should you and our firm wish to use this resolution source. We confirm our agreement to use the Association of Chartered Certified Accountants.