Complaints procedure

Contact us

We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact us in writing with the details:

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within 7 days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to the head of the appropriate department, who will review your complaint and speak to the relevant members of staff.
3. We will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 28 days of our receiving your complaint.
4. At this stage, if you are still not satisfied, you should contact us again and we will arrange for our Managing Director to review your complaint and our original response.
5. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
6. If you are still not satisfied, you can then contact: The Society of Will Writers, Chancery House, Whisby Way, Lincoln, LN6 3LQ.