Complaints Policy

Publication Date: 11 August 2022 

Last Reviewed: 6 April 2026 

Responsible Officers: Aidan Adams and Joanna Pilcher 

Policy Number: 3 

Our Commitment 

Inheritance Planning Company (IPC) is committed to providing a high standard of service to all our clients. If something goes wrong, or you are unhappy with the service you have received, we want to hear from you. We take all complaints seriously, will investigate them thoroughly, and aim to learn from them so that we can continually improve. 

How to Make a Complaint 

In the first instance, all complaints should be directed to our Complaints Manager: 

Aidan Adams, Director 

Email: a.adams@inheritance.uk.com 

Post: 18 Walsworth Road, Hitchin, Hertfordshire, SG4 9SP 

If your complaint relates specifically to Aidan Adams, please contact: 

Joanna Pilcher, Director 

Email: j.pilcher@inheritance.uk.com 

Post: 18 Walsworth Road, Hitchin, Hertfordshire, SG4 9SP 

You do not need to raise your concern with anyone else before contacting the Complaints Manager directly. 

What Happens Next 

Step 1 — Acknowledgement 

We will aim to acknowledge receipt of your complaint within 2 working days (not to include Mondays and Fridays) and, if necessary, ask you to confirm or clarify the details in writing.

Step 2 — Recording 

Your complaint will be logged in our complaints register. 

Step 3 — Investigation 

We will investigate your complaint promptly, fairly and free of charge. This will normally involve the following steps: 

• We may ask the member of staff involved in your matter to provide their account within two working weeks. 

• We will review their response alongside the information you have provided. We may contact you if further information or clarification is needed. 

• Where necessary, we will review the relevant file and any related correspondence. 

Step 4 — Our Response 

We aim to provide a full written response within four weeks of receiving your complaint. Our response will include: 

• A summary of our findings 

• Where appropriate, any proposed resolution 

If we are unable to respond within four weeks, we will write to you to explain the delay and provide a revised timescale. 

If You Remain Dissatisfied 

If you are not satisfied with our response, you may wish to seek independent advice, for example from Citizens Advice or a consumer legal adviser. If you would like guidance on any further options available to you, please do not hesitate to contact us and we will do our best to assist. 

IPC is supervised by HMRC for anti-money laundering purposes under the Money Laundering Regulations 2017. Concerns about IPC’s compliance with those specific obligations may be directed to HMRC. 

Confidentiality 

All complaints will be handled in confidence and in accordance with our Privacy Policy. 

IPC is an independent private client services company supervised by HMRC for anti-money laundering purposes. This complaints procedure is the appropriate route for raising any concerns about the service you have received from us.