Gerard James Estate Planning Ltd works in association with Countrywide Tax and Trust Corporation Ltd

Complaints Procedure

Complaints Procedure

1. Our commitment

Gerard James Estate Planning Limited aims to provide a high quality estate planning service at all times.

If something goes wrong, we want to know about it so we can put things right where possible and improve our services.

2. How to make a complaint

If you are unhappy with any aspect of our service, please raise your concern as soon as possible using one of the following methods:

Email:
info@gerardjamesestateplanning.co.uk
Telephone:
07905 748073
Post:
Complaints, Gerard James Estate Planning Limited, 47 Spencefield Lane, Leicester, LE5 6PT, United Kingdom

To help us deal with your complaint efficiently, please tell us:

  • your name, contact details and any reference we have used for your matter
  • what your complaint is about, including relevant dates and the names of anyone you have dealt with
  • what you would like us to do to resolve the matter

3. Acknowledging your complaint

We will:

  • acknowledge your complaint in writing, usually by email, within 5 working days of receiving it
  • tell you who is handling your complaint and how to contact them

If we need more information to understand your concerns, we may contact you to clarify or request further details.

4. How we will investigate

Your complaint will be addressed by Gerard James O’Halloran, company director.

We will review the information you have provided, any relevant documents and our records, and may contact you to discuss your complaint in more detail.

We aim to:

  • carry out a fair, thorough and timely investigation
  • keep you informed about the progress of your complaint
  • treat you with courtesy and respect throughout the process

5. Our response

Once our investigation is complete, we will send you a written response that will:

  • summarise your complaint and the steps we have taken to investigate it
  • set out our findings and, where appropriate, apologise and explain what went wrong
  • explain any actions we propose to take to put things right or improve our services

We aim to send this final response within 8 weeks of acknowledging your complaint. If we are unable to respond within this time, we will write to you to explain the reason for the delay and tell you when you can expect our final response.

6. If you are still dissatisfied

If you remain unhappy after receiving our final response, please let us know and we will consider whether there is anything further we can do to resolve your concerns.

Depending on the nature of our services to you and any applicable regulatory arrangements, you may refer your complaint to The Society of Trust and Estate Practitioners, Artillery House, 11 to 19 Artillery Row, London, SW1P 1RT.

7. Recording and learning from complaints

We record details of all complaints we receive, the outcomes and any steps taken to improve our services.

We use this information to identify any trends or recurring issues and to help ensure that we learn from complaints and reduce the risk of similar issues arising in future.

8. Accessibility

We want our complaints process to be accessible to everyone.

If you need us to communicate with you in a different way or require any adjustments, for example large print documents or telephone instead of written responses, please tell us and we will do our best to accommodate your needs.