Client Care
Client Care
This section of our website provides information on how Fraser and Fraser is regulated, how to make a complaint and other important regulatory and legal matters.
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What is Client Care?

It is important to treat every client the same way you would like to be treated. Regardless of who responds to the inquiry, the quality of the service should remain consistent.

Our Principles

We pride ourselves in offering a first class service to all our clients, which is why we deliver our services with our values in mind:

Our staff will approach every case with the same energy and determination to deliver excellent service and result.

Our specialism and experience mean exceptional knowledge. Our team will deliver the highest standards of accuracy and efficiency on all cases both in the UK and internationally.

Clients can be assured of professional, honest staff, working proactively to keep their skills and knowledge up-to-date.

We emphasise accessibility at all stages of the process. We communicate clearly and avoid jargon, remaining always available to our clients.

Our staff make decisions based on what is right for our clients. Ownership is clear at all stages and we make every effort to share and support the delivery of best practice within our business and the wider industry.

What our clients deserve

Alongside excellent customer service, we believe our clients are entitled to a service that is transparent, responsive and professional. We understand the sensitivity that needs to be applied to our services, which is why we are committed to carrying these out with tact, empathy and discretion.

Fraser and Fraser has always taken data protection seriously, and the General Data Protection Regulation (GDPR) allows for us to improve compliance in these area, and in addressing data retention; specifically for our clients.

Client Care Standards: Why do we need them?

Within this niche industry we know how important it is to set standards for excellent client care. We are required to ensure that all our clients receive the same level of customer service, this policy outlines the minimum of what we aim to offer.

How are we doing?

We are always on the look-out to find ways in which we can improve our service for you. We welcome and encourage feedback, so please do reach out and let us know how we are doing!

Terms and Conditions

Terms and Conditions for Business and Website Usage can be found here.

VAT number : GB 232 1249 05.

FCA Regulated Activities

Fraser and Fraser are regulated by the Financial Conduct Authority in relation to insurance mediation activity. This ensures we understand and comply with the regulatory requirements relating to the business we do and that our work is carried out in accordance with current legal requirements. Our registered number is: 472919.

Solicitors Regulation Authority

We are not regulated by the Solicitors Regulation Authority.

Data Protection

We are registered with the Information Commissioner’s Office and are on the Data Protection register, number Z6407527. We do not use or sell any information we hold, except for the reason for which the information is obtained.

Association of Professional Genealogists Regulation

Neil Fraser (#3410), Andrew Fraser (#7177) and Charles Fraser (#3725) are members of the Association of Professional Genealogists, of which every member signs a code of professional ethics. There is no corporate membership option, but is a globally recognised association for people working in the field of probate research.

Legal Ombudsman

Fraser and Fraser is not regulated by the Legal Ombudsman.

Unhappy with our service?

Our aim is to provide a high standard of service to our clients. If you are unhappy with the quality of our work, any services we provide or would like to make a complaint, we aim to respond as quickly and effectively as possible.

In the unlikely event that you should have cause to complain about the quality of our work, please send a paper copy of your complaint to:

The Complaints Partner
Fraser and Fraser
39 Hatton Garden

You will not be charged for the handling of your complaint, but please note: If we have issued a bill for work done on the matter, and all or some of the bill has not been paid, we may be entitled to charge interest on the amount outstanding.

Complaints will be handled as follows.

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