Complaints Procedure

We agree to look into any complaint carefully and promptly and do everything reasonable to put it right, with an initial response within 10 working days, should you remain dis-satisfied following our written response, please revert and we’ll do our utmost to put that right as well as we can during an eight-week period from the date of the initial complaint. If, after eight weeks, should you still not be satisfied following our written response(s) with our professional conduct, you may refer your complaint to our professional body, the Institute of Chartered Accountants in England & Wales (‘ICAEW’).

Any complaints connected with probate work will be resolved following our documented complaints process as noted above. The eight-week timetable meets the applicable ICAEW guidelines. At the end of this process i.e. after eight weeks, should the matter remain unresolved to your satisfaction, you may take the matter up with the Legal Ombudsman [LO].

Any complaints referred to the LO must be made within six months of our final written response, with Kidsons Ltd being informed in writing of that approach too.

Should complaints cause financial loss, the ICAEW has a Probate Compensation Scheme allowing clients to claim up to 12 months from the date of the loss occurring, or 12 months from the date that they reasonably should have been aware of that loss, where different.