Complaints process

First, speak to Alex if you can

Many concerns can be resolved quickly through a straightforward conversation. You may raise a concern by telephone or email. If you want it treated as a formal complaint—or if that is clear from what you tell us—we will record and handle it as one.

How to make a formal complaint

Email info@assistedep.co.uk with the subject “Complaint”, or write to:

Complaints
Assisted Estate Planning Ltd
71–75 Shelton Street
Covent Garden
London WC2H 9JQ

Please include your name and contact details, what happened, when it happened, why you are dissatisfied and what you would like us to consider doing. If somebody is complaining for you, we will need your authority before discussing confidential information with them.

If you need help to put your complaint in writing or require information in another accessible format, please tell us and we will make reasonable arrangements.

What happens next

1. Acknowledgement: we will acknowledge the complaint promptly and no later than seven days after receiving it.
2. Investigation: we will review the relevant records, may ask you for more information and, where practicable, involve somebody who was not directly responsible for the matter complained about.
3. Response: we aim to send a substantive written response within 14 days. If more time is reasonably needed, we will explain why and send the formal response as soon as possible and no later than 28 days after receipt.
4. Outcome: our response will explain what we found, any action we propose and any further route that applies.

Where another firm is involved

Some estate-planning services and documents are delivered under an agreement with Solidus or another specialist provider. If your complaint concerns that firm’s work, Alex will notify it promptly, help ensure the complaint reaches the right team and remain available to support communication. Its own client agreement and complaints procedure will govern that part of the complaint.

If the relevant provider is a member of the Society of Will Writers and your complaint remains unresolved, its client agreement may give you the right to refer the complaint to the Society and, where applicable, its alternative dispute-resolution service. We will identify the correct route in our response rather than assume that every matter falls within the Society’s remit.

Privacy complaints

If your complaint concerns personal information, please contact us first. If you remain dissatisfied, you may complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint.

Your other rights

Using this process does not prevent you from seeking independent advice, using another dispute-resolution route that is available to you, or bringing court proceedings. Any applicable time limits continue to run while a complaint is being considered.

Recording and learning from complaints

We keep a confidential record of complaints and their outcomes, review them for lessons and use what we learn to improve the service. Personal information is handled in accordance with our privacy notice.