Complaints policy

Will Aid is committed to providing a high quality and transparent service to everyone we deal with. 

We welcome and value feedback as this enables us to listen, learn, and to improve what we do and how we do it. 

How to get in touch

If you wish to let us know about your experience with Will Aid or a participating Will Aid solicitor, you can get in touch via email, phone or letter.

Please include your name address and contact telephone number in your email or letter or message you leave us so that we can get back in touch with you easily.

Feedback about solicitors

• If you are not satisfied with the service you received from a participating firm, in the first instance you should complain directly to them (all firms will have a process for handling complaints). 

• If this doesn’t resolve the situation, or you would like to let us know about your experience regardless, please get in touch and we will do our best to solve the issue if we can.

We recognise that there may be times when participating solicitors make mistakes or get things wrong. When this happens and we receive a complaint, we will always take this seriously, record it, and deal with it in a timely manner.

Solicitors must follow their law society’s code of conduct, a set of rules to make sure they treat you fairly and professionally, so you have the protection of the relevant society’s complaints procedure. 

If you are unhappy with the response that you have received from your solicitor to your complaint, you can escalate it to the relevant body (depending on where you live). 

• If you live in England or Wales, review the Law Society complaints procedure
• If you live in Scotland you should review the information on the Legal Complaints Commission website or telephone them on 0131 201 2130.
• If you live in Northern Ireland, review the information on the Law Society of Northern Ireland website or telephone 028 9023 1614 

Feedback about Will Aid

If you would like to make a complaint or feedback on any aspect of Will Aid, we would welcome your communication. 

We value all feedback as it enables us to listen, learn, and to improve what we do and how we do it.

Where we have made a mistake, we will apologise and if we need to make changes, we will. 

How we deal with compliments, comments and complaints

• You can expect to be treated with courtesy, respect and fairness at all times.
• We will acknowledge receipt of a written complaint within two working days. 
• We will endeavour to provide a full response within 10 working days. Where this isn’t possible, we will let you know why and keep you informed of progress.
• We will share lessons drawn from complaints within Will Aid to make sure we learn from the experience. 
• We welcome suggestions about how you think issues you raise could be resolved.
• If you have had trouble getting your will written through the scheme, we will do our best to help you complete the process where possible.
• We will endeavour to acknowledge compliments and comments wherever possible but whilst this may not always be possible, please be assured that they are always appreciated.