Lentells Limited

CHARD 01460 64441 | SEATON 01297 20584 | TAUNTON 01823 286274 | PAYROLL 01460 68700
chard@lentells.co.uk | seaton@lentells.co.uk | taunton@lentells.co.uk | payroll@lentells.co.uk

Client Portal

 

   

At Lentells Estates & Probate Services Limited we aim to provide the best possible service to all of our clients, so if you have any concerns, please contact the individual managing your matters as soon as these arise so that they can be addressed promptly. If this does not address the issue to your satisfaction, you can raise a formal complaint by contacting Mrs L Paradise-Yong:

  • Telephone: 01460 64441
  • Letter: Lentells 17-18 Leach Road, Chard, Somerset, TA20 1FA
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

To help us understand your complaint and to ensure we do not miss any relevant information please provide your full name and contact details, and information about what you think has gone wrong and when this occurred.

All complaints will be acknowledged by email within four working days, to provide confirmation that your complaint is being investigated.

We will then investigate the complaint, which will involve reviewing the file and speaking to relevant members of staff. We may need further information from you and will contact you if this is necessary. If appropriate we may invite you to a meeting to discuss the complaint. You would not be required to attend if you did not wish to and we are happy to discuss the matter with you on the telephone if you prefer.

At the end of our investigation, we will provide you with a written response detailing our findings and outlining what action we propose to take. We aim to do this within 28 days of receiving your complaint but will advise you in advance if this period needs to be extended.

Upon receipt of our letter detailing the outcome of our investigation and our proposed action, we would ask that within 14 days you contact us to either inform us:

  • That you are satisfied with the action that has been taken and that we can therefore close the complaint, or
  • That you are dissatisfied with what is proposed.

Where you are dissatisfied with the outcome of our investigation, we will carry out a further review of the complaint and consider any new information, if there is any. We will aim to do this within 14 days and then provide you with a final written response to your complaint detailing the findings and proposed action.

Legal Ombudsman

If your complaint relates to the service we have provided and you are still not satisfied with the outcome in our final written response to you or we have not provided a final written response to your complaint within 8 weeks of receiving it, then you may be able to have the complaint independently reviewed by the Legal Ombudsman. The Legal Ombudsman investigates complaints relating to poor service, but before accepting a complaint for investigation the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have and you are not satisfied with the outcome, then you can take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint and
  • No more than one year from the date of the act/omission that gave rise to the complaint; or
  • No more than one year from when you should reasonably have known there was cause for complaint.

The Legal Ombudsman can be contacted by

  • Phone: 0300 555 0333
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
  • Further details are available on their website; legalombudsman.org.uk

CILEx Regulation

As the firm is authorised by CILEx Regulation, if your complaint relates to the misconduct of a CILEx member of CILEx Practitioner (ACCA) Probate, you can refer your complaint free of charge to CILEx Regulation for them to investigate. Misconduct is defined as any breach of the CILEx Code of Conduct: 2.-Code-Conduct-2019.pdf (cilexregulation.org/uk). Misconduct complaints must be made within 12 months of the act or omission that gave rise to the complaint or within 12 months of the complainant having knowledge of the act or omission that gave rise to the complaint, whichever is the greater. CILEx regulation can be contacted by:

  • Phone: 01234 845770
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Post: Room 301, Endeavour House, Wrest Park, Silsoe, Bedford, MK45 4HS.
  • Website: https://cilexregulation.org.uk

Alternative Dispute Resolution (ADR) bodies such as ProMediate of Brow Farm, Top Road, Frodsham, WA6 6SP, www.promediate.co.uk exist which are competent to deal with complaints about to legal services should both you and our firm wish to use such a scheme. Currently we do not agree to using an ADR scheme as we believe our own in-house investigation supported where necessary by services provided by the Legal Ombudsman and CILEx Regulation are sufficient.


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Chard Office

17-18 Leach Road 
Chard Business Park 
Chard
Somerset 
TA20 1FA

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01460 64441

Seaton Office

Kingsway
50 Fore Street
Seaton
Devon
EX12 2AD

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01297 20584

Taunton Office

Ash House, Cook Way
Bindon Road
Taunton
Somerset
TA2 6BJ

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01823 286274