Effective Date: July 2020
Introduction
WEPC Wills is committed to providing high-quality services to all our clients. We value your feedback and take complaints seriously as an opportunity to improve our services. This Complaints Policy outlines the procedure for raising concerns and how we address them, in compliance with UK laws and regulations.
1. Purpose of This Policy
The purpose of this Complaints Policy is to:
Ensure all complaints are handled fairly, consistently, and promptly.
Provide a transparent process for clients to voice concerns.
Allow us to investigate and resolve issues effectively.
Improve our services based on feedback received.
2. How to Submit a Complaint
If you have a complaint about our services, you can contact us using any of the following methods:
Email: info@wepcwills.com
Phone: 0116 478 6813
Post: The Crescent 7 King Street, 10 Bradgate Suite, Leicester, England, LE1 6RX
Please include the following details when submitting your complaint:
Your name and contact information.
A clear description of the issue.
Any relevant documents or evidence.
The date and time the issue occurred.
3. What Happens Next
Once we receive your complaint, we will:
Acknowledge receipt of your complaint within 5 working days, as per UK standards.
Investigate the issue thoroughly and impartially.
Provide a resolution or response within 28 days. If further investigation is required, we will inform you of the extended timeline and provide regular updates.
4. Resolution Process
Our resolution process may include:
An explanation of what went wrong and why.
Corrective actions to resolve the issue.
Updates on measures implemented to prevent similar occurrences in the future.
If you are satisfied with the resolution, we will close the complaint. If not, you can request a review of the decision.
5. Escalation
If you feel your complaint has not been resolved to your satisfaction, you can escalate it by:
Contacting a senior manager at WEPC Wills.
Referring the complaint to the Legal Ombudsman (if applicable for legal services) or other relevant governing body in the UK.
We will provide guidance on how to escalate your complaint, including contact details for the appropriate regulatory authority.
6. Confidentiality
All complaints will be handled with confidentiality. Only those involved in resolving your complaint will have access to the details.
7. Monitoring and Improvement
WEPC Wills regularly reviews complaints to identify patterns and areas for improvement. This helps us enhance our services and prevent recurring issues.
8. Contact Us
For any questions or further clarification about this Complaints Policy, please contact us at:
WEPC Wills
Email: info@wepcwills.com
Phone: 0116 478 6813
Address: The Crescent 7 King Street, 10 Bradgate Suite, Leicester, England, LE1 6RX
Consent
By using our services, you agree to the terms outlined in this Complaints Policy.