Complaints Policy

1. Who Can Complain

Any client of A.D.E Wills can complain. So can someone acting for a client with their authority, such as a family member, an attorney, an executor or an adviser. We will deal with them as we would with you. We may need to confirm their authority first.

2. How to Complain

You can complain in whatever way suits you: by telephone, by email, by letter or in person. Please address your complaint to:

If you complain by telephone or in person, we will write to you to confirm our understanding of your complaint. There is no time limit for complaining. It helps us if you tell us as soon as you can.

3. What to Tell Us

Please give us:

• your name, contact details and the service we provided
• what went wrong, and when
• what you would like us to do to put it right
• copies of any letters, emails or documents that help explain it

Don't worry if you don't have all of this. We will help you fill in any gaps.

4. What Happens Next

• Within 7 days we will acknowledge your complaint in writing.
• Within 14 days of receiving it, we will send you our full written response. It will say what we found, our decision, and what we will do to put things right.
• If we need longer, for example because we need information from someone else, we will write and explain why. We will still send our full response no later than 28 days after receiving your complaint.

Many concerns can be resolved quickly with a phone call. If that happens, we will still confirm the outcome in writing.

5. If You Are Not Satisfied

If we have not resolved your complaint, you can refer it to The Society of Will Writers. The Society will usually ask you to have raised it with us first, and to send copies of any relevant documents.

If a complaint cannot be resolved between us within a reasonable time, we will also tell the Society ourselves and let you know we have done so. The Society may try to help us reach an agreement, or it may investigate. If your complaint is still unresolved after the Society's involvement, you have access to its alternative dispute resolution (mediation) service. Using mediation does not affect your legal rights.

6. Your Other Options

Using this policy or the Society's procedure is advisable, but you do not have to. You may pursue other options, such as independent arbitration or court action, at any time. For free, independent consumer advice, contact the Citizens Advice consumer helpline on 0808 223 1133.

7. Our Regulatory Status

Edward Richings is a full member of The Society of Will Writers and works to its Code of Practice. Preparing Wills and Lasting Powers of Attorney is not a reserved legal activity, and we are not authorised by an approved legal regulator. This means the Legal Ombudsman cannot consider complaints about our services.

8. Complaints About Your Personal Information

We deal with complaints about how we handle your personal information under this policy, within the same timescales. You also have the right to complain to the Information Commissioner's Office. See section 14 of our Privacy Policy.

9. Records and Review

We keep a written record of every complaint and its outcome, and report complaint numbers to The Society of Will Writers each year. We review this policy annually. A copy of the Society's Code of Practice and Complaints Procedure is available free on request.