Complaints Procedure

If you are unhappy with the service we have provided, then the simplest and quickest way to express your concern is to contact us. Our complaints procedure has three stages as detailed below.

Stage 1

The first stage is to telephone or write to our Client Support team as soon as possible. They will seek to reach an amicable resolution in order to put the matter right and will respond to you within 7 working days following receipt of your complaint. If they are unable to resolve the matter and provide a response within 7 working days, they will tell you and keep you informed of the progress.

Stage 2

If you are not happy with the outcome and you feel your complaint has not been satisfactorily resolved, then tell the person you have been dealing with and they’ll ask for a Senior Manager to review your concerns. You will be notified of who will be dealing with your matter and you will receive a full or interim response from them within 28 working days from receipt of your original complaint.

Stage 3

If our Senior Manager fails to deal with your complaint to your satisfaction, then please address your complaint in writing to our Legal Services Director, who will investigate your matter thoroughly and will provide you with a final response on behalf of Trust Inheritance within 56 working days from the date of your original complaint.

Contact Details:

Please call us on 01934 422991 to speak directly with our Client Support team or if you would prefer to put your complaint in writing, please address this to Trust Inheritance, Crown House, 1 Stafford Place, Weston super Mare, North Somerset, BS23 2QZ or email at clientcare@trustinheritance.com. If you do choose to write, it would help us to direct your complaint quickly if your letter is clearly marked as a complaint.

We welcome complaints as they provide an opportunity to put things right for you and for us to improve our service for all our clients in the future.