Our Commitment to You
Will Writers London Ltd is committed to providing a high standard of service to every client. We take pride in getting things right, but if something ever falls short, we want to know about it and put it right quickly.
A Note on How We're Set Up
Will writing in England & Wales is an open profession — it isn't a regulated legal activity in the way conveyancing or probate law is, which means firms like ours aren't required to sit under a specific regulator or ombudsman scheme.
What that means in practice is simple: we set our own high standards, and this page tells you exactly how we handle things if you're ever unhappy. We'd always rather resolve a concern directly and personally than have it disappear into a lengthy external process.
How to Make a Complaint
If you are unhappy with any aspect of our service, please tell us as soon as possible so we can put things right.
Step 1: Contact us directly
In the first instance, please raise your concern with the person who handled your matter. Many issues can be resolved quickly and informally this way.
Step 2: Put it in writing
If the matter isn't resolved, or you'd prefer to complain formally, please write to us with:
- Your full name and contact details
- A clear description of your complaint
- Copies of any relevant documents or correspondence
- What outcome you are hoping for
You can send this to:
- Email: complaints@willwriterslondon.com
- Post: 124 City Road, London EC1V 2NX, marked "Complaints"
What Happens Next
Timeframe
- We acknowledge your complaint within 5 working days
- We investigate and respond in full within 28 days. If we need longer we will explain why and give you a revised timeframe
Our written response will explain:
- What we found when we investigated
- Whether we agree the complaint was justified
- What we propose to do to resolve it (this may include an apology, correcting an error, a fee reduction, or other remedy where appropriate)
If You're Still Not Satisfied
We're confident that most concerns can be resolved through the process above. In the rare case that you remain unhappy after our final response, your options include:
- Ask for it to be reviewed again — a fresh pair of eyes on your complaint, from a senior member of our team.
- Suggest an independent mediator — we're happy to consider this as a way of reaching a fair resolution together.
- Seek independent advice
Our Complaints Records
We keep a record of all complaints received, how they were resolved, and any lessons learned. This helps us continually improve our service. Complaint records are kept confidentially and in line with our Privacy Policy.
Contact Us
Will Writers London Ltd
124 City Road, London EC1V 2NX
020 3488 6607
complaints@willwriterslondon.com
willwriterslondon.com