Feedback in respect of probate work

If you would like to talk to us about how we could improve our service to you, or if you are unhappy about the service you are receiving, please let us know by contacting the Head of Legal Practice at the relevant office.

The Head of Legal Practice will consider carefully any concerns you may make as soon as we receive it and will do all that he or she can to resolve it. We will acknowledge your letter or e-mail within five business days of receipt and endeavour to deal with it as quickly as we can. If we do not deal with your complaint within eight weeks, or if you are unhappy with our response, you may take up the matter with the Legal Ombudsman.

The Legal Ombudsman may be contacted by:

  • Telephone: 0300 555 0333
  • Post: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
  • E-mail:

Complaints to the Legal Ombudsman are ordinarily subject to the following timescales:

  1. The act or omission, or when you as complainant should reasonably have known that there was cause for complaint, must have been after 5 October 2010; and
  2. You as complainant 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
  3. You as complainant must refer the complaint to the Legal Ombudsman within six months of the date of our written response.

Probate Compensation Scheme

In the unlikely event that we cannot meet any liability to you, you may be able to seek a grant from the ICAEW’s Probate Compensation Scheme. Generally, applications for a grant must be made to the ICAEW within twelve months of the time you become aware, or reasonably ought to have become aware, of any loss. Further information about the scheme and the circumstances in which grants may be made is available on the ICAEW’s website at



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