Client Satisfaction and Complaints Handling Policy
We are committed to providing excellent service. If something goes wrong, please tell us. We welcome feedback and aim to put things right. You can contact us in writing (by letter or email) or by telephone.
1. We are always delighted when you are pleased with our work and wish to share positive feedback. You can send it to us via:
- Email: feedback@westminster-law.co.uk
- Post: Westminster Law, 10 Grassmere Way, Waterlooville, Hampshire PO7 8QD
- Phone: 01428 769 281
2. Informal Concerns
Please raise any concerns with your adviser in the first instance. Most issues can be resolved quickly and informally.
3. Formal Complaint
If you are not satisfied or prefer to make a formal complaint, please contact:
- Email: feedback@westminster-law.co.uk
- Post: Westminster Law, 10 Grassmere Way, Waterlooville, Hampshire PO7 8QD
- Phone: 01428 769 281
To proceed with your enquiry, please include the following information:
- Your name
- Your contact details
- A description of the issue
- The practitioner you have been dealing with
We will acknowledge your complaint within 5 working days.
4. Our Response
Your complaint will be reviewed by a senior member of our team. We aim to respond fully within 28 days. If more time is needed, we will keep you updated and explain why.
5. Next Steps if Unresolved
If you are unhappy with our final response and investigation, you may refer to the Society of Will Writers regulatory organisation. Alternatively, you may seek independent advice from Citizens Advice.
6. What will it cost?
We will not charge you for handling your complaint.