Customer Care

Customer care concerns the principles of treating customers fairly, professionally and equally.  In our business, this refers to our dealings with local authority staff, solicitors and other referring parties, as well as beneficiaries and their families or representatives.

Please read our customer care policy. (pdf : 606Kb)

Our core values, ethics and standards can also be read about on our Corporate Social Responsibility pages.

Our business principles

  • Ensure transparency, honesty and integrity.
  • Provide adequate information to customers.
  • Be professional and polite.
  • Updates and responses to queries are dealt with in accordance with our agreed terms or, in any event, promptly and efficiently.
  • Ensure research is completed thoroughly and to the highest standards.
  • Reports must be checked by at least one other member of staff aside from the case manager.
  • Complaints should be dealt with in line with our Complaints Policy and Professional Conduct Code. See also our “WHAT MAKES US DIFFERENT?” section below, and our regulator, the IAPPR.
  • Ensure due diligence and that there is no conflict of interest in any aspect of our business, or in recommending third party providers. For example, we do not buy property from estates on which we have been working and do not operate in-house estate administration services as some other firms do.
  • Regularly monitor and review all aspects of our service to ensure customer care standards and business principles are updated and improved as required.
  • A single point of contact.
  • Responsiveness.
  • Transparency.
  • Politeness.
  • Professionalism.
  • Sensitivity.
  • Data protection in line with GDPR (2018).
  • Excellent customer service.
  • Ethics, integrity and social responsibility.

We feel it is important to set a benchmark, and to specify the customer care standards we have set.  This will hopefully result in a better understanding and consistent experience for all our customers.

As one of the largest companies in our field and media spokespersons for our industry, we are featured in the media more often than any other firm.  Therefore, it is especially important to us that we raise standards.

We, of course, like to know about your experience as a customer and your comments and suggestions are an important part of this.

Please feel free to call, write or email us.  Alternatively, you can complete our Client Satisfaction Survey.

If you are dissatisfied in any way with the service you have receive, we want to hear about it and resolve the issue as quickly as possible. Your first point of contact for making any complaint is your case manager.
For a copy of our complaints procedure, please contact James Empson ( [email protected] )

We are a regulated firm with:

  • 7 separate avenues of complaint.
  • 5 Codes of Conduct.
  • 5 Codes of Ethics.
  • An impressive history of corporate social responsibility, extensive charity work and generous donations.
  • An Association for Public Service Excellence (APSE) approved partner.
  • A charitable Public Health Act Funeral Fund (FIFF).
  • An independent regulatory body – International Association of Professional Probate Researchers, Genealogists and Heir Hunters (IAPPR).
  • AVIVA insurance agent since 1997.
  • Hold an ISO 14001 Environmental Management Systems.
  • Hold an ISO 27001 Information Security Management.
  • Hold an ISO 9001 Total Quality Management.
  • Fully GDPR (2018) compliant.
  • Have a comprehensive and wide ranging benefits, regulation and protection for all customers.