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Complaints Procedure

If you are unhappy about anything – we really need to know. However trivial it may seem, please contact us and let us know about your query or experience and we will try to put ti right.

Call us

If you would like to discuss your complaint with a member of our team, then please contact us on
0333 300 3469 and ask to speak with Diane Cross. Diane may be able to help you straight away. If the problem is more serious, she will encourage you to submit a formal complaint.

Formal Complaint

Please put your complaint in writing to Bank Chambers, Belgrave Square Darwen Lancashire BB3 1BU the attention of our Client Care Manager.

We would ask that you provide as much information as possible so that we can investigate matters. Please include a case reference, details about what your complaint is, and what you consider to be a satisfactory resolution.

We will send an acknowledgement of your complaint in writing within 14 days. Our Client Care Manager will review matters, and a formal response will be provided with our findings and our suggested resolution with 28 days from receipt of the complaint.

If you are still not satisfied with the outcome of the complaint, you may wish to escalate your complaint to a Director who will personally look into the nature of your complaint and try their best to resolve it. If the solution provided by the Director is still not sufficient, you are free to raise your complaint to an independent adjudicator for arbitration.