Complaints Policy

We want all of our clients to have the best possible experience with us. If we fell short in any way, in the first instance, please get in touch with your advisor, who may be able to resolve your concerns quicker. To make a formal complaint, the policy below sets out our requirements for dealing with such a request. Formal complaints involve an independent review from our Legal Team.

Complaints process

At April King customer satisfaction is really important to us. We always strive for perfection but we are only human, and sometimes we can make mistakes. This policy sets out how we deal with complaints and your rights.

If would like to make a complaint, please write to us in the first instance. We cannot deal with complaints over the telephone as this does not give us the opportunity to fully investigate the circumstances and offer you a fair response.

We can only accept complaints from:

A. Our client.

B. Our client's Attorney(s) under a valid Enduring Power of Attorney or registered Property & Finance Lasting Power of Attorney, in both instances we will require sight of the complete document. If the client lacks mental capacity, then medical evidence is also required. If the Attorney(s) claim that the client has mental capacity, we may contact the client directly to establish the position regarding the client's mental capacity.

C. The Personal Representatives of a deceased client's estate (Executors), a death certificate or Grant of Probate will be required if not previously supplied. 

Please note that a personal email address for A, B or C must be supplied as opposed to a work-related email due to the sensitive and detailed nature of our complaint investigations.

1. Please either write to us at the below address or email the required information from A, B or C along with points 2 and 3 to legal@aprilking.co.uk.

Complaints Department
April King Legal
4 Castlebridge Office Village
Kirtley Drive
Nottingham
NG7 1LD

Please supply us with:

2. A copy of your Passport or Driving License (for each client/attorney/executor). This is for client identification and data security reasons.

3. A hand-signed (wet signature) letter stating the following (this can be by post or as an email attachment)

  • Your full name and address, email address and mobile number
  • That you are making a formal complaint
  • What you have instructed us to do (e.g. write a Will, make LPAs…)
  • When you instructed us
  • What do you think has gone wrong or was not done properly
  • How would you like us to put things right

How we will deal with your complaint

We will acknowledge your complaint within 7 calendar days.

We will provide a full response and decision within a further 30 calendar days.

What to do if you are not satisfied

If you are not satisfied with how we have decided your complaint, you can ask us to review the decision. Please let us know the reasons why you feel our decision is not the correct one. On receipt of your request, we will review the matter and respond to you within a further 15 calendar days.

How we will deal with your complaint
Should I complain to my advisor’s regulator?

Having followed the above complaints process, should you still feel dissatisfied having exhausted the above method, then you may be able to complain to the advisor’s regulator if:

  • Your advisor is a Solicitor or Chartered Legal Executive and
  • Your complaint relates to a matter covered by the SRA’s or CILEX’s Code of Conduct

Regulators deal with matters such as:

  • Dishonesty
  • Fraud
  • Discrimination