Probate
We are licensed by the institute of Chartered Accountants in England and Wales to carry out the reserved legal activity of non-contentious probate in England and Wales, contact us for a no obligation quote.
An estimate of our likely fees including disbursements is available on request as is the basis on which our fees are charged and the services covered by our fees.
Our grant of probate service
- Assess your requirements and discuss the most suitable probate service for your situation
- Arrange a property valuation which is compliant to HMRC standards
- Prepare your probate application and any relevant inheritance tax forms
- Submit our application to the Probate Registry and HMRC
- Endeavour to gain approval from the probate registry within 30 to 40 working days
- Provide ongoing support as and when you need it
Probate and Estate Administration – Complaints Procedure
Effective date: 16 October 2026
Regulatory body: Institute of Chartered Accountants in England and Wales (ICAEW)
1. Our commitment
Philip Burley & Co is committed to providing a professional, efficient and high-quality service to all clients.
We recognise that occasionally concerns or complaints may arise. Where this happens, we aim to investigate matters promptly, fairly and objectively and to resolve any issues as quickly as possible.
This procedure explains how to make a complaint, how we will deal with it and your rights to refer matters to ICAEW and/or the Legal Ombudsman.
There is no charge for making a complaint or for our investigation of it. Making a complaint will not adversely affect the way we deal with your affairs.
2. How to make a complaint
If you are dissatisfied with any aspect of our probate or estate administration services, please contact:
Complaints Contact: Stewart M. Davies ACA FCCA
Firm: Philip Burley & Co
Address: 28 Bagdale, Whitby, North Yorkshire, YO21 1QL
Telephone: 01947 602577
Email: stewart.davies@philipburley.co.uk
Complaints may be made by letter, email, telephone or in person.
Please explain the nature of your complaint, including relevant dates, individuals involved and what you would like us to do to resolve the matter.
We will make reasonable adjustments where necessary to accommodate individual needs, including providing information in alternative formats.
3. Our internal complaints procedure
Stage 1 – Acknowledgement
We will acknowledge receipt of your complaint within five business days.
Our acknowledgement will confirm who is responsible for investigating your complaint, explain how it will be handled and provide an indication of when you can expect a response.
Stage 2 – Investigation
Your complaint will be investigated by the designated complaints contact, who will review relevant records, correspondence and any explanations provided by staff involved.
Where appropriate, we may contact you to obtain further information or discuss possible solutions.
Where the complaint concerns the designated complaints contact, we will arrange for another suitably qualified person to investigate, with appropriate supervision.
Stage 3 – Response and resolution
Following our investigation, we will provide a written response explaining our findings, conclusions and any proposed action.
Where a complaint is upheld, wholly or partly, appropriate remedies may include:
- An explanation or apology.
- Correcting errors or completing outstanding work.
- Improving our procedures to prevent recurrence.
- A reduction or refund of fees.
- Compensation where appropriate.
We will endeavour to resolve complaints promptly and, wherever possible, within eight weeks of receipt.
If we cannot resolve your complaint within eight weeks, we will explain the position and advise you of your right to refer the matter to the Legal Ombudsman.
Stage 4 – Final response
Our final written response will explain the outcome of our investigation and confirm your right to refer an unresolved service complaint to the Legal Ombudsman, together with the applicable time limits and contact details.
4. Complaints to the Legal Ombudsman
If you are dissatisfied with our final response, or eight weeks have passed since you first complained without a satisfactory resolution, you may refer your complaint to the Legal Ombudsman.
The Legal Ombudsman is an independent organisation that considers complaints about the service provided by regulated legal service providers, including ICAEW-accredited probate firms.
Its service is free to eligible complainants.
Complaints may concern unreasonable delays, poor communication, inadequate information about fees, failure to follow instructions or other shortcomings in the services provided.
Time limits
Generally, complaints must be referred to the Legal Ombudsman:
- Within one year of the act or omission giving rise to the complaint; or
- Within one year of when you should reasonably have become aware of the cause for complaint; and
- Within six months of receiving our final written response, provided that response contains the required information about your right to complain and the applicable time limit.
The Legal Ombudsman has discretion to consider certain complaints outside these time limits.
Legal Ombudsman contact details
Telephone: 0300 555 0333
Email:
Website: www.legalombudsman.org.uk
Post:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
5. Complaints to ICAEW
Philip Burley & Co is subject to the professional and regulatory requirements of the Institute of Chartered Accountants in England and Wales (ICAEW).
If your concerns relate to professional misconduct, breaches of ethical standards or failure to comply with applicable professional regulations, you may report the matter to ICAEW.
Examples include dishonesty, breaches of confidentiality, misuse of client funds or failure to comply with ICAEW’s professional standards.
ICAEW will normally expect you to have raised your concerns with us in writing first and allowed us an opportunity to respond. Its general complaints guidance refers to allowing at least 28 days, although its probate-specific guidance normally expects eight weeks. Serious concerns may warrant earlier referral.
ICAEW investigates possible professional misconduct and regulatory breaches. It does not generally resolve ordinary fee disputes or award compensation for poor service.
ICAEW complaints contact
Email:
Website: www.icaew.com/complaints
You can submit a complaint using the complaints form available on ICAEW’s website, together with relevant supporting documentation.
6. Complaints from executors, beneficiaries and others
Our complaints procedure is available to clients, executors, beneficiaries and prospective clients where relevant.
The Legal Ombudsman may also consider complaints from certain beneficiaries and other eligible persons, subject to its eligibility rules.
We will consider complaints fairly and make appropriate arrangements for dealing with concerns raised by individuals who may be vulnerable or require additional assistance.
7. Confidentiality and record keeping
All complaints will be handled sensitively and confidentially, subject to any legal or regulatory obligations to disclose information.
We will maintain appropriate records of complaints received, investigations undertaken, correspondence exchanged, outcomes reached and remedial action taken.
These records will also assist us in monitoring and improving the quality of our services and complying with ICAEW’s regulatory reporting requirements.
8. Availability of this procedure
This complaints procedure is available free of charge:
- At the commencement of our engagement.
- On request at any time.
- At the conclusion of a matter.
- Where appropriate, when a complaint is raised.
- On our website, where applicable.
We will review this procedure periodically to ensure it remains consistent with applicable ICAEW regulations and Legal Ombudsman requirements.
Probate Services – Regulatory Information and Client Protection
Regulatory disclosure in accordance with Regulation 2.7(w) of the ICAEW Probate Regulations 2021 and applicable ICAEW Legal Services Regulations
1. Our regulatory status
Philip Burley & Co is accredited and regulated by the Institute of Chartered Accountants in England and Wales (ICAEW) to provide probate services in England and Wales.
Our probate activities are subject to ICAEW’s Legal Services Regulations, professional standards and regulatory oversight.
Clients and prospective clients can verify our regulatory status through ICAEW’s register of accredited legal services firms, available at:
2. ICAEW Legal Services Compensation Scheme
As an ICAEW-accredited probate firm, our probate services are covered by the ICAEW Legal Services Compensation Scheme, subject to the scheme’s rules and eligibility requirements.
The scheme is designed to provide protection to eligible consumers who have suffered financial loss as a result of fraud or dishonesty by an ICAEW-accredited probate firm or relevant individuals acting in connection with regulated legal services.
Where applicable, eligible consumers may apply to ICAEW for compensation.
The scheme is discretionary, and compensation is not automatic. Any claim will be assessed by ICAEW in accordance with the applicable scheme rules, including eligibility conditions, exclusions, financial limits and time limits.
The compensation scheme does not provide general protection against all financial losses or replace the firm’s professional indemnity insurance.
Further details, including how to make an application and the applicable time limits, can be obtained from ICAEW:
Institute of Chartered Accountants in England and Wales (ICAEW)
Website: www.icaew.com
Legal Services Compensation Scheme information: Available through ICAEW’s Probate Services regulatory pages.
Clients should consult the published scheme rules promptly if they believe they may have a claim.
3. Professional indemnity insurance
Philip Burley & Co maintains professional indemnity insurance in accordance with ICAEW’s Professional Indemnity Insurance Regulations and the requirements applicable to accredited probate firms.
This insurance is intended to provide financial protection where the firm incurs a covered civil liability arising from professional services, including probate work.
ICAEW requires accredited probate firms to maintain a minimum level of professional indemnity cover of £500,000 per claim for authorised probate work, subject to applicable regulatory requirements.
Further information regarding our professional indemnity insurance is available on request.
Insurance protection is subject to the terms, conditions and exclusions of the relevant policy.
4. Complaints and regulatory redress
We are committed to maintaining high professional standards and dealing fairly and promptly with any complaints concerning our probate services.
Our complaints procedure explains how concerns can be raised directly with the firm and the circumstances in which complaints may be referred to ICAEW or the Legal Ombudsman.
A copy of our complaints procedure is available free of charge on request and through our website, where applicable.
The Legal Ombudsman, ICAEW’s disciplinary procedures, the Legal Services Compensation Scheme and professional indemnity insurance provide different forms of protection and redress. The availability of one does not necessarily mean that another will apply.
5. Further information
Clients and prospective clients who require further information about our regulatory status, professional indemnity insurance or the ICAEW Legal Services Compensation Scheme should contact:
Philip Burley & Co
28 Bagdale, Whitby, North Yorkshire, YO21 1QL. Tel: 01947 602577. Email: stewart.davies@philipburley.co.uk
This information is provided to help clients understand the regulatory protections available when instructing an ICAEW-accredited probate practice.
Last reviewed: 16 October 2026
As part of our probate registration we are required to monitor our diversity within the practice. If you require a copy of the diversity results please contact stewart.davies@philipburley.co.uk for details.
