How to make a complaint

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In the vast majority of cases clients of our members receive excellent service.

Occasionally, they don’t get it right and if you are not happy with any aspect of their performance, they would like to know about it, so that they can rectify the situation and take measures to prevent the situation happening again.

If you are not happy, in the first instance, please write to the firm concerned - the name of the person and their contact details should be on the contract/terms of Business/Letter of Engagement that you were provided with. Alternatively you can find the contact details of the firm by search our members list here.

Please do not contact the Institute or the Estate Planning Arbitration Scheme until you have given the firm the opportunity to put things right.

The Institute's Code of Practice requires that your letter will be acknowledged within 3 working days and will include information about how the issues that you have raised will be dealt with. The firm then has a further 20 days in which to complete an investigation and respond to your issues.

If you are not happy with their response, you have three options:

1) You may refer the matter to the Institute by writing to us at the address here.

The Institute will help you and the firm to reach a mutually acceptable outcome.

2) If you are not happy with the response from the Institute, or if you elect not to refer the matter to the Institute, You may refer the matter to the Estate Planning Arbitration Scheme (EPAS), which is a completely independent scheme run by the Chartered Institute of Arbitrators. You will be required to contribute towards the costs of this process. Full details of the process can be obtained from the Institute.

3) You may pursue the matter through the courts, irrespective of whether you have followed any or all of the above procedures.

To find the details of a member of the Institute who is local to you, use the contact information below:
England & Wales
0345 257 2570
0345 257 2670

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© Institute of Professional Willwriters (2018)