Complaints Policy
Purpose
We are committed to providing a high-quality and professional will writing and estate planning service to all our clients. If something goes wrong, we want to know about it. This Complaints Policy explains how you can raise concerns and how we will respond.
Our Commitment
- To deal with all complaints fairly, promptly, and consistently.
- To resolve complaints at the earliest possible stage.
- To learn from complaints and improve our services.
How to Make a Complaint
If you are dissatisfied with any aspect of our service, please contact us in the first instance so we can try to resolve your concern informally.
Please address your complaint to Molly Caddick, Pentire Estate Planning, The Mulberries, Main Street, East Hanney, OX12 0JF.
Alternatively, please email us at info@pentireestateplanning.co.uk.
Please ensure that your complaint includes:
- Your name and contact details
- A clear description of your complaint
- Any relevant documents or correspondence
Complaints Procedure
Stage 1: Acknowledgement
We will acknowledge receipt of your complaint within 7 days of receiving it.
Stage 2: Investigation
Your complaint will be investigated by Molly Caddick, Director of Pentire Estate Planning. We may contact you for further information or clarification. We aim to provide a full written response within 14 working days. If it is not possible to respond within this time, we will write to you to explain why and when you can expect a full response which you will receive no later than 28 days from receipt of your complaint.
Stage 3: Referral to Society of Will Writers
Should you remain unsatisfied with our response to your complaint, you have the option to refer to your complaint to the Society of Will Writers. We are happy to provide you with a copy of the Society’s complaints handling procedures on request.
Record Keeping and Monitoring
We keep a record of all complaints and their outcomes. This helps us monitor trends, identify recurring issues, and continuously improve our services.
Confidentiality
All complaints will be handled sensitively and in accordance with our privacy policy. Your information will only be shared with those who need it to investigate and resolve your complaint including the Society of Will Writers where necessary.