Complaints
If something goes wrong, tell us.
We would rather you wrote to us than stayed quiet. Most complaints are quicker to fix than they look, and almost all of them teach us something about how to do the work better.
How to complain
Write to us by email or by post. A short description of what went wrong and what you would like us to do is enough to get started.
What happens after you write
We acknowledge receipt within five working days. If we can resolve things quickly we will; if not, we will tell you what we are doing and roughly how long we expect it to take. A final written response reaches you within eight weeks.
If you are still not satisfied
Because will writing and estate planning are not regulated by the Financial Conduct Authority, the Financial Ombudsman Service is not available. If you remain dissatisfied after our final response, you can escalate to our professional body's complaints scheme. The exact route depends on which body we are a member of; the full details will be published here once membership is confirmed.
You can also bring a claim through the civil courts or, for lower-value disputes, through a small claims track. We would always rather hear from you first.
Data protection complaints
If your complaint is specifically about how we have handled your personal data, you can also complain directly to the Information Commissioner's Office at ico.org.uk.
Draft pending solicitor review before publication. Professional body scheme details will be confirmed once membership is finalised.