Our Complaints Procedure

We are committed to providing a high-quality legal 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 with the details. We have 6 weeks to consider your complaint. If we have not resolved it within this time, you may complain to the Society of Will Writers (Our Regulators)
What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint, this may involve passing your complaint to an independent client care partner, Bell Maison Wealth Management Ltd, who will review your matter file.
  3. If further communication or meeting is warranted, we may invite our third-party client care partner to help mediate and give guidance where appropriate.
  4. If a meeting takes place, within three days of the meeting, we will write to you to confirm what took place and any solutions that has been agreed with you.
  5. If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including any suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  6. If you are still not satisfied, you can then contact our regulators:
    The Society of Will Writers and Estate Practitioners,
    Chancery House,
    Whisby Way,
    LN6 3LQ, about your complaint.

Normally, you will need to bring a complaint to the Society of Will Writers and Estate Practitioners within six months of receiving a final written response from us about your complaint.