Complaints Policy


In the event of a complaint, please refer to the following:

  • Complaints can be made at any time.
  • Complaints can be taken orally or in writing.
  • Oral complaints will be transcribed at the time of the call (or personal visit) in detail and copied to both the relevant case file and a Complaints File held at our offices.
  • If the oral complaint is fully resolved at the time of the call (or personal visit) or within a reasonable period, this will not be recorded on the Complaints File.
  • We will use our best endeavours to resolve all complaints as quickly and amicably as possible.
  • Any complications with complaints or further advice can be obtained from the Managing Director or the nominated person in charge in their absence.
  • We aim to investigate and reply to all complaints within 20 working days, which will be adhered to unless exceptional circumstances exist.
  • Complaints can be made by clients of Finders or their representatives only. If you are complaining on behalf of someone else, proof of their authority will be required.
  • Finders International operate a Professional Conduct & Ethics Code, which can be seen or printed from our website at www.findersinternational.co.uk. Should you feel that a violation of this code has taken place you are free to follow these steps to pursue your complaint.
  • All case managers and genealogical researchers at Finders are proud members of the Association of Professional Genealogists (APG), and abide by its code of ethics. This code is visible on their website at www.apgen.org. Should you feel that a violation of this code has taken place you are free to complain directly to the APG via their website if preferred.
  • Finders are registered with the Data Protection Registrar. Our registration number is Z6654345 and you can see details of our registration by the Data Protection Registrar’s website at: www.informationcommissioner.gov.uk and searching the online public register. Should you feel that we are acting in breach of our registration you are free to follow the steps above or complain directly to the Data Protection office via their website.

 

UK – Finders Genealogists Limited is registered in England (company number 3501521) and trades as ‘Finders’ or ‘Finders International’ for international probate genealogy and other legal services business. Our registered office address is the same as our trading address and in the event of a complaint you should write to: The Managing Director Finders International
6 – 8 Vestry Street
London
N1 7RE England
Ireland – Finders International Probate Genealogists (Ireland) Limited is registered in Ireland (company number 559290) and trades as ‘Finders’ or ‘Finders International’. Complaints should be sent to the UK address as above.