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Complaints Handling Policy

We are committed to providing a good quality of legal service to all of our clients. When something goes wrong, we need you to tell us about it. This will help us to improve. You will not be charged for the complaints handling process. If you have a complaint, please contact us in writing explaining the details of your complaint.

This should be addressed to:

Alison Goodier
Wills Express
268 Main Road
Broomfield
Chelmsford. CM1 7AW

What happens when we receive a complaint?

  1. We will acknowledge receipt of your complaint in writing within 3 days of receiving it.
  2. We will review your file and investigate your complaint.
  3. We will invite you to a meeting with Alison Goodier to discuss and hopefully resolve your complaint within 21 days of sending you our letter acknowledging your complaint.
  4. Within 5 days of this meeting we will write to you confirming what took place and any solutions agreed with you.
  5. If you do not want a meeting or a meeting is not possible, Alison Goodier will send you a detailed written response to your complaint, including suggestions for resolving the matter, within 21 days of sending you our letter acknowledging your complaint.
  6. If you request a further review we will write to you within 14 days confirming our final position on your complaint and explaining our reasons.
  7. If you remain dissatisfied you can contact:
    Legal Ombudsman
    PO Box 6806
    Wolverhampton
    WV1 9WJ.
    Any complaint to the Ombudsman must usually be made within 6 months of the date of our final written response on your complaint. For further information please contact the Legal Ombudsman on 0300 555 0333 or enquiries@legalombudsman.org.uk.

If due to unforeseen circumstances we need to change the timescales detailed above, we will contact you and explain why.

Under requirements from the EU Regulation on Consumer Online Dispute Resolution we also draw your attention to the online disputes resolution platform. https://ec.europa.eu/info/live-work-travel-eu/consumers/resolve-your-consumer-complaint_en

Where there's a will, there's Wills Express.