Complaints procedure
If something has gone wrong, we would much rather hear about it than not. Tell us and we’ll look into it properly. If we can’t put it right to your satisfaction, you can take it to the Society of Will Writers.
How to complain
Speak to your consultant first
Most problems are a misunderstanding and get sorted out in a single phone call. If you’d rather not go to your consultant directly, skip to the next step.
Put it in writing to us
Email help@silvertimelegal.co.uk or write to Silvertime Legal, Eliot Park Innovation Centre, 4 Barling Way, Nuneaton, CV10 7RH. Please include your name, the reference from your invoice, your consultant’s name, what has gone wrong, and what you would like us to do about it.
We acknowledge it
We’ll confirm we’ve received your complaint and tell you who is dealing with it.
We investigate and respond
We’ll review the file, speak to the people involved, and give you a written reply within 14 working days of receiving your complaint. If something genuinely prevents that, for example a key person being away, we’ll tell you why and when to expect an answer.
If you’re still not satisfied
You can ask us to review the decision, or take it to the Society of Will Writers using the details below.
Taking it further
If we are unable to resolve the matter to your satisfaction, you may refer it in writing to:
We comply with the Society’s Code of Practice, and a copy is available on request. A customer satisfaction survey is available from your consultant, and online at willwriters.com/satisfactionsurvey.
Raising a complaint costs you nothing and will not affect how we handle your matter. We keep a record of every complaint and what came of it, and we review them so the same thing doesn’t happen to the next person.