Complaints Procedure

Willow Tree Wills aim to always provide high levels of service and whilst we assume that you will be pleased with our service, in the unlikely event that you do have any cause for complaint, this should be made within 6 months of completion of your order and in the first instance should be raised with the person who took your instructions.

 

We have an agreed complaint procedure in place which is available on request. Your adviser will attempt to settle any dispute that you may have. Please direct your concerns to:

  1. So that we might deal with your issue as soon as possible, please raise it with the advisor if reasonable to do so or write to us at Complaint Resolution, Willow Tree Wills Ltd., The Willows, Whitehill Lane, Royal Wootton Bassett, Wiltshire, SN4 7DA or info@WillowTreeWills.com.

  2. You will be contacted within five working days to acknowledge receipt of your complaint.

  3. We shall then request a detailed statement and all relevant documentation. The matter will be reviewed and a statement taken from the relevant advisor.

  4. All complaints will be responded to in writing within 21 working days of receipt. From time-to-time an investigation may require more time: in this case we shall notify you in writing.

  5. You will be given a further opportunity to comment on points arising from the advisor’s statement and put to you by the investigator.

  6. We will then wait for ten working days in case you wish to respond further.  If we receive no response from you we will close the matter.