Complaints

How to complain

Email james@willstrustslpa.co.uk with “Complaint” in the subject line, or write to us at The Manse, 33 New Road, Stourbridge, DY8 1PA. If it is easier to explain by phone, call 0121 285 3282 and we will make a written note of the complaint with you so nothing gets lost. Our contact page has every way to reach us.

Tell us what happened, when, what service it relates to, and what you would like us to do to put it right. The more specific you can be, the faster we can deal with it properly.

What happens next

Within 3 working days we will acknowledge your complaint and tell you who is handling it.

We will then investigate properly, which means looking at your account, your documents, and what was said, rather than sending a standard reply. Most complaints are resolved well within a fortnight. If yours needs longer, we will keep you updated rather than leave you waiting, and in every case you will receive our full written response within 8 weeks at the latest.

If you are not satisfied

If our first response does not resolve things, say so, and your complaint goes directly to our founder for a final review. That review looks at the complaint fresh, including whether our first response got it wrong, and the decision that comes back is our final position.

We are an unregulated will-writing service, which means there is no external ombudsman scheme that covers us. We will not pretend otherwise. What we can promise is that an unresolved complaint reaches the top of this business, not a queue. Your statutory rights as a consumer are unaffected by anything in this process, and this page does not limit any legal route otherwise open to you.

Complaints about your personal data

If your complaint is about how we have handled your personal information, the same process applies. You also have the right to raise it with the Information Commissioner’s Office at ico.org.uk, as our privacy policy explains.