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Phone: +44 (0) 20 7832 1400

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.

 Terms and Conditions

for full Terms and Conditions click 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.

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
London
EC1N 8EH

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.

Your complaint will be handled as follows:

  • On receipt of a complaint, the information will be passed directly to a Partner, along with all relevant and necessary files. The Partner will acknowledge the receipt within
    seven days of receipt.
  • The Partner will investigate the matter, identify the cause of the complaint and respond to the complainant with the results of the investigation, within 21 working days of the complaint being reviewed by him.
  • Complaints can be made to the FCA in relation to insurance mediation activity, but as this is a small element of our work, can be directed to the Partners in the first instance.
  • If the complaint is in relation to a member of staff who is absent during the period of the investigation, the Partner will inform the complainant that they will only be able to respond to the complaint within 15 working days of the return of the employee(s) concerned, and give the complainant the expected date of the employee’s return.
  • A log of all complaints will be kept and any corrective and preventative actions defined and acted on and then added to the log. Where the issue at the heart of the complaint is outside the control of the firm, it shall not be regarded as a complaint.
  • If the complaint is about a staff member who is a member of The Association of Probate Researchers (APR), or about the general conduct of the firm and you are unsatisfied with the response from ourselves then a further complaint can be issued to APR our regulatory body, who will independently look at the issue. It is important to note that a complaint must first be made to Fraser and Fraser before APR will look at it.
    www.a-p-r.org/complaints-procedure