Complaints Procedure

Complaints Procedure

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COMPLAINTS PROCEDURE

We always want to provide the best possible service for our customers but recognise that sometimes you might be disappointed with our service. If you are dissatisfied with the services that we have provided to you, you can make a complaint to us. By making a complaint, you’re giving us the opportunity to investigate and improve our services for everybody.

To make a complaint, please contact us using the information provided in this procedure. We’ll then review your complaint and provide you with our response.

 

HOW TO MAKE A COMPLAINT

If you wish to make a complaint about our services, you can do so by any reasonable means. To contact us, you can use the following details:

 

By Phone: 0161 452 0311

By Email: customerservice@the-inheritance-experts.co.uk

By Mail or in Person: Craig House, 33 Ballbrook Avenue, West Didsbury, Manchester, M20 3JG.

 

INFORMATION TO PROVIDE WHEN MAKING A COMPLAINT

We aim to resolve your complaint as quickly as possible. To help us do this, please provide the following when making your complaint:

  1. A description of your concern
  2. What you would like us to do to put things right
  3. Your name and address
  4. A phone number and the best time to contact you

 

WHAT HAPPENS AFTER MAKING A COMPLAINT

COMPLAINTS RESOLVED WITHIN 3 DAYS

If we can resolve your complaint within 3 business days from the date that we have received your complaint, we will write to you confirming that the complaint has been resolved and provide you with a Summary Resolution Communication. We will only consider your complaint resolved within this timeframe when you indicate acceptance of our response.

COMPLAINTS NOT RESOLVED WITHIN 3 DAYS

If we cannot resolve your complaint within three business days from the date it has been received, will issue a written acknowledgement letter to you promptly and no later than 3-5 working days following the date we received your complaint. Our acknowledgement letter will provide you with the early assurance that we have received the complaint and that we are dealing with it. Following the issuance of the acknowledgement letter, we will keep you informed thereafter regarding the progress of the measures that are being taken to resolve the complaint.

Our Complaint Handler will then review your complaint and may need to contact you to seek additional information or clarifications to ascertain the facts surrounding your complaint. Your concerns will then be fully investigated by our complaint handler.

Following our investigations, we will issue you a final response letter within 8 weeks of the date that we received your complaint. The final response will detail our findings and determination. Where we are unable to provide you with a final response within the 8 weeks following the date that we received your complaint, we will issue you with a written response which will explain why we are not yet in a position to provide you with a final response and when you can expect to receive a final response.

0161 413 8763

7 days a week from 8am - 9pm

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