Complaints
Bristol Will Service
Complaints Handling Scheme
We aim to provide excellent
customer service at all times, and operate our business in
accordance with the Code of Conduct laid out by the Society of
Will Writers and Estate Planning Practitioners. However, we
recognise that occasionally things go wrong. If you feel you wish
to complain about the service you have received, please read our
Complaints Handling Scheme below.
1. Complaints may be made in
writing, by e-mail, by telephone or in any other form in respect of
a Will-writing service that we have provided and that is regulated
under the Society of Will Writers and Estate Planning
Practitioners' Code of Conduct. In the case of a telephone
complaint, we may ask you to put your complaint in writing to
clarify the complaint so we can investigate fully.
2. We reserve the right to
decline to consider a complaint that is made more than six months
after you became aware of the cause of the complaint. There may be
instances where we will waive this requirement at our discretion.
We will confirm to you in writing if a complaint has been made
outside the time limit that we are prepared to consider.
3. We will send you a written
or electronic acknowledgement of a complaint within five business
days of receipt, identifying the person who will be handling the
complaint for the business. Wherever possible, that person will not
have been directly involved in the matter which is the subject of
the complaint, and will have authority to settle the
complaint.
4. Within four weeks of
receiving a complaint, we will send you either:
a) a final response which adequately addresses the complaint;
or
b) a holding response, which explains why we are not yet in a
position to resolve the complaint and indicates when we will make
further contact with you.
5. With eight weeks of
receiving a complaint we will send you either:
a) a final response which adequately addresses the complaint;
or
b) a response which:
i. explains why we are
still not in a position to make a final response, giving reasons
for the further delay and indicating when we expect to be able to
provide a final response; and
ii. informs you
that the complaint can be referred to the Society of
Will Writers and Estate Planning Practitioners if you are
dissatisfied with the delay.
6. Where we decide that redress
is appropriate, we will provide you with fair compensation for any
acts or omissions for which we are responsible and will comply with
any offer of redress which you accept. Appropriate redress will not
always involve financial redress.
7. If you are not satisfied
with our response, or if a complaint is not resolved after eight
weeks, we shall refer the complaint to the Society of Will Writers
and Estate Planning Practitioners who shall thereafter mediate the
dispute, and we will advise you of this fact.
8. The Society can review
the handling of the complaint and can give a direction
on further handling of the complaint. We shall
thereafter abide by their ruling.