Complaints Procedure

Our Commitment to You

At WillWorx Estates Ltd, we are committed to providing high-quality will writing and estate planning services. We value your feedback and take any complaints seriously, as it helps us improve our services.

We aim to resolve any issues promptly, fairly, and in a transparent manner. This page outlines our complaints procedure and what you can expect if you need to raise a concern.

How to Make a Complaint

If you are dissatisfied with any aspect of our services, please follow these steps:

Step 1: Informal Resolution

In the first instance, please contact the person you have been dealing with to discuss your concerns. Many issues can be resolved quickly at this stage.

Step 2: Formal Complaint

If your concern cannot be resolved informally, please submit a formal complaint by:

  • Email: complaints@willworx.co.uk
  • Using the contact form on our website

Please include the following information:

  • Your full name and contact details
  • Details of the service you received
  • The nature of your complaint
  • Any relevant documentation
  • What you would like us to do to resolve the matter

What Happens Next

Once we receive your complaint, we will:

  1. Acknowledge receipt of your complaint within 3 working days
  2. Assign a senior member of our team to investigate your concerns
  3. Aim to provide a full response within 14 working days
  4. Keep you informed if we need more time to investigate complex issues

If You Are Not Satisfied

If you are not satisfied with our response to your complaint, you can request that your case be reviewed by our Managing Director.

Your request should be made in writing within 14 days of receiving our initial response, outlining why you remain dissatisfied.

External Resolution

If, after exhausting our internal complaints procedure, you remain dissatisfied, you may contact:

The Society of Will Writers
Lincoln House
1-3 Brixton Road
Lincoln, LN5 8QH
Tel: 01522 687888
Email: info@willwriters.com

As a member of the Society of Will Writers, we adhere to their Code of Practice and are subject to their complaints procedure.

Record Keeping

We maintain records of all complaints for at least six years. This information is used to improve our services and is reviewed regularly by senior management.

Contact Us

If you have any questions about our complaints procedure, please contact us at:

Email: info@willworx.co.uk