Complaints Policy – New Forest Wills
Last Updated: 10/02/2025
1. Introduction
At New Forest Wills, we are committed to providing a high standard of service in will writing, probate assistance, power of attorney, and trust services. If you are dissatisfied with any aspect of our service, we encourage you to raise your concerns so we can resolve them promptly and fairly.
2. How to Make a Complaint
If you have a complaint, please contact us using one of the following methods:
Email: newforestwills@gmail.com
Phone: 01590 682199
Address: Sway, Lymington SO41 6DX
In your complaint, please provide:
- Your name and contact details
- A clear description of the issue
- Any relevant dates, documents, or supporting information
3. Complaint Handling Process
- Acknowledgement – We will acknowledge receipt of your complaint within 3 working days.
- Investigation – We will review your complaint and gather relevant information.
- Response – We aim to provide a full response within 10 working days. If the matter is complex, we will update you on the expected timeline.
- Resolution – If appropriate, we will offer a solution, clarification, or corrective action.
4. Escalation
If you are not satisfied with our response, you may request a further review. In some cases, if the complaint relates to a reserved legal activity (e.g., probate services provided through an associate solicitor), you may be referred to the Legal Ombudsman or the relevant regulatory body.
5. Confidentiality & Fair Treatment
- Complaints are handled confidentially and in accordance with UK data protection laws.
- Raising a complaint will not affect your legal rights or the service you receive.
- We are committed to treating all clients fairly, professionally, and with respect.
We appreciate your feedback and the opportunity to improve our services.