Complaints Procedure.

It is extremely important to us that we provide an efficient service.  If for any reason you are unhappy with any aspect of the service we would like to hear from you. We will endeavour to resolve the problem as quickly as possible. Complaints can be notified to us through incoming mail, telephone call or email.

Our complaint procedure is as follows:

In the first instance, please speak with the adviser working on your case and they should try their best to resolve the problem. Your complaint will be recorded on our central complaints database.

You should then write to us detailing the nature of your complaint. The following will then get carried out:

• A review of the matter.
• Investigate the matter and determine the appropriate outcome.
• Make a decision on how the complaint should be remedied.

We will acknowledge receipt of your complaint and write to you within 14 days. Once your complaint has been investigated we will write to again within 28 days of receipt. This letter will detail the nature of your complaint, and the decision that has been reached. If you are not satisfied with our decision you should contact us within 28 days from the date of our letter and we will review our decision. We will then write to you within 14 days from receipt of your letter.

If however you remain dissatisfied, you may be entitled to make a compliant to STEP (The Society of Trust and Estate Practitioners). Their contact number is 0203 7523 762 or you can email them at standards@step.org

STEP members are expected to abide by the STEP Codes of Conduct, which set out the key ethical and professional standards a member should uphold. These professional standards provide a clear understanding of what to expect from a STEP member.

STEP is able to investigate complaints where you believe a member may have breached one of its Codes of Professional Conduct:

• STEP Code of Professional Conduct is our core guidance, which highlights the principal professional standards you as a member have agreed to uphold.
• STEP Code for Will Preparation in England and Wales highlights the transparent service and competency standards clients can expect from members who draft wills in England and Wales.
• Compliance with Professional Conduct in Relation to Taxation is obligatory for all members who advise on UK tax matters.

If we have not been able to resolve your complaint and you feel that Damian Gorman, as a STEP member, is not acting in accordance with STEP’s professional standards, you can make a complaint via the Complaints and Disciplinary Process.

STEP’s codes of conduct and disciplinary processes and procedures are overseen by the Professional Standards Committee and the Disciplinary Panel.

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