COMPLAINTS PROCEDURE

IAPPR member companies adhere to our Professional Conduct Code and Code of Ethics.

The IAPPR can only mediate or intervene if the probate research company being complained about is an existing member of the IAPPR, however, we are happy to investigate reports of malpractice against any firm or individual.

Does the firm you wish to complain about have their own complaints procedure? If so please follow this first before complaining to the IAPPR.

It is IAPPR policy to attempt to resolve disputes amicably and realistically with regard to any potential financial implications.

To complain to the IAPPR:

  1. Check if the probate research company is a member of the IAPPR. They should display an official IAPPR numbered logo.  Contact us if necessary to confirm this.
  2. Initially follow that company’s complaints procedure and policy. This should outline who to address the complaint to, how long the investigation will last and a deadline for resolving your complaint.
  3. If you are not happy with the official response from the company, IAPPR will mediate on your behalf to find an acceptable outcome for all parties.

You must forward all relevant documentation to us if we are to investigate your complaint. We will do our best to research and report back to you within 8 weeks of receiving the documents.

In certain situations we may be able to assist with a complaint against a person or company who is NOT a current member of the IAPPR. You will need to email details of the complaint in order to establish this.

Please email documents to:
Complaints Manager, info@iappr.org

Otherwise you can post correspondence to:
IAPPR, 6-8 Vestry Street, London N1 7RE, England

Please include phone numbers and/or email address(es) so we can call you to discuss.
If you are still not satisfied after receiving the IAPPR decision about your complaint we recommend you seek legal advice.
The IAPPR will not charge you for any investigation or complaint we look into. We endeavour to reply to all complaints within 20 working days.