Complaints Procedure
How to raise a concern — and how we’ll deal with it.
Our commitment
We aim to provide every client with a professional, courteous service. If at any point you are not happy with what we’ve done or how we’ve done it, we want to know. Most issues can be resolved with a phone call; some need a more formal route. This page explains both.
Step 1: let us know informally
If something is wrong, the quickest way to fix it is to tell the will writer you’ve been working with. Pick up the phone or drop an email. Nine times out of ten we can put it right on the same day.
Step 2: formal complaint
If informal contact hasn’t resolved things, or you’d prefer to go straight to a formal complaint, please write to us at:
The Complaints Manager
Will Guard
info@willguard.co.uk
Tell us what went wrong, when it happened, and what you’d like us to do to put it right. Please include any reference numbers from previous correspondence.
What we’ll do
Within 5 working days we’ll acknowledge your complaint in writing and tell you who is dealing with it.
Within 20 working days we’ll send you a full written response setting out our investigation, our conclusions, and any action we propose to take. If your complaint is particularly complex and we need longer, we’ll let you know and keep you updated.
Step 3: Society of Will Writers
If you’re not satisfied with our response, you can refer your complaint to the Society of Will Writers, of which we are members. The Society’s complaints procedure is independent of us.
The Society of Will Writers
Eagle House, Exchange Road
South Hykeham, Lincoln LN6 9AB
www.willwriters.com
01522 687 888
Step 4: Ombudsman
For a defined range of disputes, the Society of Will Writers operates an approved alternative dispute resolution scheme. If your complaint is not resolved through the Society’s process, you may be able to take it to an independent ombudsman. The Society’s office will explain which route is available to your particular complaint.
Data protection complaints
If your complaint relates specifically to how we’ve handled your personal data, and you are not satisfied with our response, you have the right to complain directly to the Information Commissioner’s Office — ico.org.uk — or call 0303 123 1113.
Our promise
We take every complaint seriously. We won’t charge for the time we spend dealing with it, we won’t be defensive, and we’ll learn from anything that was genuinely our fault.