We aim to give every client a professional, careful service from start to finish. But if something has gone wrong, or you feel it has, we want to know about it. This page sets out exactly how to make a complaint and what will happen when you do.
Our approach
We take all complaints seriously, whether they come from clients, family members of clients, beneficiaries, or anyone else affected by our work. You will not be charged for raising a complaint, and we will not treat you differently for doing so.
Step-by-step process
Tell us
Email us at complaints@versatilewills.co.uk, write to us at 77 Marsh Wall, London E14 9SH, or call us on 020 3930 3430 and ask to discuss a complaint.
Please include your name, contact details, the nature of your complaint, and what you would like us to do to put it right.
We acknowledge
Within 3 working days of receiving your complaint, we will send you a written acknowledgement confirming we have it and explaining what happens next.
We investigate
We will review the work, speak to anyone involved on our side, and look at all the relevant documents. We may contact you for further information.
We respond
Within 28 days of acknowledging your complaint, we will send you a full written response. This will explain what we found, whether we agree there has been a problem, and what (if anything) we propose to do about it.
If we need longer to investigate properly, we will tell you why and give you a revised timescale.
If you are still unhappy
If our response does not resolve things to your satisfaction, you can ask us to review it. If you are still not satisfied after that, you have the right to escalate the complaint to an external body, see below.
Escalating your complaint
If we are unable to resolve your complaint to your satisfaction, you may have the right to refer it to an external body for independent review.
Society of Will Writers
If your complaint relates to will writing services and the specialist who handled your matter is a member of the Society of Will Writers, you can refer the complaint to:
The Society of Will Writers
Chancery House, Whisby Way, Lincoln LN6 3LQ
Telephone: 01522 687 888
Website: willwriters.com
The Society will normally only investigate complaints that have first been raised with us directly. You must put your complaint in writing.
Data protection complaints
If your complaint is specifically about how we have handled your personal data, you can refer it to the Information Commissioner’s Office:
Information Commissioner’s Office (ICO)
Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Telephone: 0303 123 1113
Website: ico.org.uk
Our ICO registration reference is ZB772823.
Other options
You may also pursue independent arbitration, mediation, or court action at any time. Using our complaints procedure does not affect your right to do so.
Records
We keep a written record of every complaint we receive, our investigation, and the outcome. These records help us identify patterns and improve our service. We will make these available to relevant regulators on request.
Confidentiality
Your complaint will be handled in confidence. We will only share details with people who need to know in order to investigate and respond, or where we are required to do so by law or by a regulator.