Complaints Procedure

Our commitment

We want every executor and family we work with to be happy with our service. If something has gone wrong, or you are unhappy with any part of what we have done, please tell us. We take complaints seriously, we will look into what happened, and we will tell you honestly what we find.

Raising a complaint costs you nothing and will not affect how we deal with your matter.

How to make a complaint

You can complain by email, by post or by phone.

Email: enquiries@legacypep.co.uk, marked for the attention of the Complaints Manager

Post: Complaints Manager, Legacy Probate & Estate Planning Limited, Provincial House, 37 New Walk, Leicester, LE1 6TE

Phone: 0345 163 0011

To help us look into things quickly, please tell us your name and contact details, the name of the estate or matter your complaint relates to, what went wrong, and what you would like us to do to put it right.

What happens next

We will acknowledge your complaint in writing within 5 working days of receiving it, and tell you who is dealing with it.

We will investigate and send you a full written response within 20 working days. Our response will explain what we found, what we are doing about it, and what we can offer to put things right.

If your complaint is complex and we need longer, we will write to you before the 20 working days are up, explain why, and give you a date by which you will have our response. We will always send our final response within 8 weeks of receiving your complaint.

If you are still unhappy

If our response does not resolve matters, write to us again and ask for the complaint to be reviewed by a director. We will confirm the outcome of that review in writing.

Legacy Probate & Estate Planning Limited is not a firm of solicitors and is not regulated by the Solicitors Regulation Authority, so the Legal Ombudsman does not cover complaints about our own service. We are open about that, and it is one of the reasons we set out clearly what we do and what we do not do before any work begins.

You remain free to take independent advice at any stage, and nothing in this procedure affects your legal rights. You can get free consumer advice from Citizens Advice at citizensadvice.org.uk or on 0808 223 1133.

Complaints about a panel solicitor

If your complaint is about work carried out by a panel solicitor, rather than by us, it needs to go to that solicitor. Once instructed, the solicitor is responsible for the legal services they provide, under their own terms of business and their own complaints procedure, which they will give you.

Solicitors are regulated by the Solicitors Regulation Authority, and if you are unhappy with how a solicitor deals with your complaint you can usually take it to the Legal Ombudsman at legalombudsman.org.uk or on 0300 555 0333.

If you are not sure who your complaint should go to, contact us and we will help you work it out.

Complaints about how we handle your information

If your complaint is about how we have used your personal information, please raise it with us at dataprotection@legacypep.co.uk. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113. Our Privacy Policy explains this in more detail.

How to contact us