We want every client to be happy with the way their documents are prepared. If something has gone wrong, please tell us so we can put it right.
How to make a complaint
You can complain in whatever way is easiest for you:
- Email: info@willwritingnetwork.com with “Complaint” in the subject line
- WhatsApp: +44 7418 633816
- Post: Complaints, Will Writing Network Limited, 3 Chester Bridge, Crewe, England, CW2 7EF
Please tell us your name, the name of the adviser you dealt with, what went wrong and what you would like us to do. You can write in your own language, and we will reply in it wherever we can.
What happens next
- Acknowledgement: we will confirm we have received your complaint within 3 working days.
- Investigation: someone who was not involved in your case will review your file and may contact you for more details.
- Response: we will send you a full written response within 14 days. If we need longer, we will tell you why and when to expect it, and we aim to finish within 8 weeks.
- Review: if you are not satisfied with our response, you can ask for your complaint to be reviewed by a director of the company.
If you are still not satisfied
Will writing and LPA preparation are not regulated activities, so there is no ombudsman for this part of our service. You can get free, independent guidance from Citizens Advice.
If your complaint is about work carried out by a solicitor we introduced you to, that firm’s own complaints procedure applies. If you are not satisfied with its response, you may be able to refer the matter to the Legal Ombudsman.
If your complaint is about how we have used your personal information, you can also contact the Information Commissioner’s Office.
Find your local adviser
Tell us where you are and what you need. We will connect you with an adviser covering your part of England or Wales.