Complaints procedure

We are committed to providing an excellent service to all of our clients. If at any time you feel we have not met your expectations, we want to hear from you so that we can put things right.

How to make a complaint

Please contact us in writing, setting out the nature of your concern. You can write to us at our registered office address or email us at complaints@onlinewills.co.uk. We will acknowledge your complaint within three working days.

How we handle your complaint

We will investigate your complaint thoroughly and provide a full written response within 28 days. If we need more time, we will keep you informed of our progress.

If you remain dissatisfied

If you are not satisfied with our response, and your complaint relates to our probate activities, you may refer the matter to the ICAEW. Details of their complaints process can be found at icaew.com.