Complaints Procedure

Our commitment

We take every complaint seriously. We aim to resolve concerns quickly, fairly and free of charge, and we use them to improve the service for everyone.

Step-by-step

1. Contact us first. Email [email protected] with the subject line "Complaint" and your order reference. Please describe what happened, what you would like us to do to put it right, and the best contact number for you.
2. We acknowledge within 3 working days. You will receive a confirmation that we have received your complaint, the name of the person handling it, and an estimated date for our full response.
3. We investigate. We will review your order, communications, drafts and any other relevant material. We may contact you for additional information.
4. We respond within 28 days. You will receive a written response setting out our findings, what we propose to do to put it right, and your right to escalate if you remain dissatisfied. Where the matter is complex we may extend this to 56 days, and we will tell you why.

What we can put right

Where something has gone wrong, the remedy depends on what went wrong.

• An error in your Will, or a Will that is not as described. We will correct and reissue the document at no charge. This is the usual and fastest remedy. If we cannot put it right within a reasonable time, your statutory rights under the Consumer Rights Act 2015 apply — which may include a price reduction or a refund. Nothing in our Refund Policy or Terms removes those rights.
• A problem with our service or communication. We will explain what happened, apologise, and change the process so it does not recur.
• Changing your mind. This is not a fault, and it is not covered by the above. At checkout you expressly request immediate supply of your Will and acknowledge that the 14-day cancellation right is lost once supply begins, under regulation 37 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. All sales are final — see the Refund Policy. One free update is included after payment if your circumstances or wishes change.

If you remain unhappy

If you are not satisfied with our final response you can escalate the matter:

Type of complaint	Where to take it
General consumer dispute	Citizens Advice or your local Trading Standards office
Data protection or privacy	Information Commissioner's Office (ICO)
Online dispute resolution	EU ODR Platform (for cross-border disputes)
Court action	The courts of England and Wales (the Money Claim Online service handles claims under £100,000)

What we ask of you

• Please raise concerns as soon as you can — within six months of the issue arising where possible
• Provide your order reference and contact details so we can investigate quickly
• Communicate respectfully — we will do the same

Records and learning

We keep a record of all complaints for three years. Trends are reviewed monthly and used to improve our service, our drafting templates and our customer communications.

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