Complaints Procedure

If something is not right

We hope you will not have cause to complain, but if you do, please get in touch. We will treat your complaint seriously, look into it promptly, and tell you what we have decided.

How to make a complaint

Please tell us in writing if you can, so we have a clear record from the start. Email us at hello@slswillsandmore.co.uk or write to:

Sara Sheppard
SLS Wills and More Limited
4 Garrity House, Miners Way, Aylesham, Canterbury, CT3 3BF

If it is easier to phone, call 01304 577 998. We will follow up any phone call in writing so we both have a record.

What we need from you

• Your name and a way to contact you.
• The matter or file reference if you have one.
• A description of what has gone wrong, as you see it.
• What you would like us to do to put it right.

What happens next

1. We will acknowledge your complaint within 5 working days of receiving it.
2. We will investigate the complaint. This usually involves looking at our file and speaking to whoever in the firm was involved.
3. We will write to you with our findings and any proposed resolution within 28 days of acknowledging your complaint. If we need longer (for example, where information must be obtained from a third party) we will tell you and give you a new date.

If you are not satisfied with our response

If you are not satisfied with our final response, you can refer your complaint to the Society of Will Writers, our regulator, at willwriters.com or by writing to:

The Society of Will Writers
Eagle House, Exchange Road
Lincoln, LN6 3JZ

Where the matter involves the way we have handled your personal information, you can also refer it to the Information Commissioner's Office at ico.org.uk.

No charge

We do not charge for handling complaints. Where a complaint is upheld, we will refund or credit fees in proportion to the matter as appropriate.