Complaints procedure

We want every client to be happy with our service. If something has gone wrong, please tell us. We’ll listen, look into it fairly, and try to put it right.

Step 1: Tell us

Contact John Heavens, Director, by email at contact@yourlegacysolutions.co.uk, by phone on 020 8050 4201, or by post to Unit 14 Halifax Court, Fernwood Business Park, Cross Lane, Fernwood, NG24 3JP. Please tell us what happened and what you’d like us to do.

Step 2: We acknowledge it

We’ll confirm we’ve received your complaint within 7 days and tell you who is dealing with it.

Step 3: We investigate and reply

We’ll look into it fully and send you a written response within 2 weeks. If we need longer, we’ll explain why and when to expect our reply.

Step 4: If you’re still not satisfied

We’re members of the Institute of Professional Willwriters (IPW) and follow its Code of Practice, approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, you can refer it to the IPW’s independent dispute resolution service.

• It’s free for you.
• It’s done in writing.
• Its decision is binding on us.
• You need to have raised the complaint with us first, and refer it within the IPW’s time limit.

Contact the IPW at www.ipw.org.uk or on 0345 257 2570.

Work by our partners, and probate

If your complaint is about probate, or about work carried out with one of our partners such as Acer Prime Law, please still bring it to us. We’ll handle it using the steps above and liaise with our partner for you.