Complaints Procedure
All APR members agree to adhere to our Professional Standards and Ethics Code. Our Corporate Members also subscribe to our Code of Ethics. These principles have been put in place to raise standards across the industry and to start the process ensuring all probate researchers are conducting their services correctly, transparently and efficiently.
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We are happy to mediate on your behalf if you have been approached by a probate research company or qualified individual who is an existing member of APR.
What can I do?
​Step 1 - Check if the probate research company or qualified individual (Complainee) is a member of APR. For a full list of current members, click here.
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Step 2 - If they are a member, you will first need to follow the Complainee's company internal complaints procedure, which can normally be found on their website. This will outline who to address your complaint to, how long the investigation will last and a deadline to resolve your complaint.
If you are not happy with the official response, APR will look to mediate on your behalf to find an acceptable outcome for all parties.
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Step 3 - In order for us to investigate the complaint, you will need to forward all documentation to us. We will endeavour to investigate and report back to you within 8 weeks of receiving the documents.
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Unfortunately we cannot investigate complaints against companies or individuals who are not current members of APR.
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​You can email us at: info@a-p-r.org (including scanned copies of correspondence).
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Or write to us, with copies of correspondence, at:
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Association of Probate Researchers
71-75 Shelton Street
London
WC2H 9JQ
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Please include a daytime phone number so that we can call you to discuss.
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You can also telephone us on 0843 849 6255; however, please note that we are unable to process your complaint until we have received documentation.
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All upheld complaints will be published.
If you are still not satisfied after receiving the APR decision with regards to your complaint, you may seek further redress from The Professional Paralegal Register (PPR) who provide an independent complaints procedure and access to a compensatory scheme. This is for qualified individual APR members who also registered with the PPR and hold a current Practising Certificate. They are regulated by the PPR also and must adhere to their Code of Conduct and Paralegal Practising Rules.
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​http://ppr.org.uk/consumers/problems-with-a-paralegal/
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