Our aim is to produce high quality legal documents and provide associated legal services to our clients in the comfort and privacy of their own home at competitive prices. We continuously look to improve our services and welcome constructive comments. These can be made to the ‘Customer Relations Department’.
However, if you feel aggrieved at an aspect of the service you have received from us you can make a complaint. Initially your complaint should be made to the representative with whom you transacted who will attempt to resolve any issues.
If your complaint is not dealt with satisfactorily, please follow the procedure outlined below.
Making a complaint
- All complaints will be dealt with confidentially.
- Complaints can initially be raised with any member of staff who will try and resolve the issue quickly and thoroughly.
- Most complaints are dealt with at this stage but if you are still not happy then:
- You should put your complaint in writing to the Complaints Officer, Collective Legal Solutions, John Banner Centre, 620 Attercliffe Road, Sheffield, S9 3QS. It is essential that if a complaint is made by telephone that this is followed by a written complaint. All complaints should include the full name, address and telephone number of the complainant.
- A written complaint should detail what you believe has gone wrong or has not been handled properly, and what you think should be done to put it right.
- Each complaint will be assessed on its own merits and the information will be collated to highlight areas for improvement.
How we handle complaints
· We will not discriminate for any reason (including sex, race, age etc).
· We will acknowledge receipt of your complaint within 5 working days.
· We will investigate your complaint and provide a formal, written, response within a further 14 days.
When something goes wrong
- We will apologise.
- We will explain what went wrong and why.
- We will correct the mistake if possible.
- In certain circumstances we may offer to refund some or all of the fee paid for the service.
- We will learn from the experience.
Customer satisfaction is our priority and by following the steps outlined above we are sure your complaint will be handled swiftly and to your satisfaction. If you are not happy with how your complaint is handled or the outcome of your complaint, you can refer the matter to The Society of Will Writers.
Although it is advisable that you act in accordance with the above, you do of course have the right to pursue other options, such as independent arbitration or court action, at any time.
Customer Relations Department
Collective Legal Solutions
1st Floor John Banner Centre
620 Attercliffe Road