Complaints Process

We are committed to providing the best quality service to every one of our customers. In order to do this, we like to hear your comments and take on board your feedback. If you are unhappy with any aspect of the services we have provided, then the simplest and quickest way to express your concerns is to contact us so we may assist you as soon as possible.

Alternatively, if you would like to feedback how one of the Team has provided excellent customer support, you can do this by nominating them for a WOW! Award here.

Our standards for handling complaints:

  • We treat your complaint seriously
  • We will treat you with courtesy and fairness at all times. In return, we hope that you will treat us in the same way
  • We will deal with your complaint promptly
  • We will deal with your complaint confidentially
  • We will investigate your complaint thoroughly

If you are not happy with how we have dealt with your concerns, you have the option to follow our formal, three-stage, complaints process as detailed below.

Stage 1

The first stage is to speak the person you have been dealing with or our Customer Care Team. We will try to alleviate any concerns you have at that time. In some cases, we may need to gather more information, but we will endeavour to get back to you within 24 hours (Monday to Friday). Rest assured, we take any reason for dissatisfaction very seriously and will do everything we can to resolve this, as soon as possible.

Email: customercare@trustinheritance.com

Write to: Complaints C/O Customer Care, Trust Inheritance Limited, Crown House, 1 Stafford Place, Weston-super-Mare, North Somerset, BS23 2QZ.

Stage 2

If we have been unable to reach a satisfactory resolution for you, you will need to formally write to us with your complaint. Please give as much detail as possible about your case and how you would like us to put this right.

On receipt of your letter or email, it will be passed to a Manager and acknowledged within 48 hours, and a full response will be issued within seven working days from the date of this acknowledgement. If they are unable to provide a response within seven working days, they will let you know and keep you informed of the progress.

Email: customercare@trustinheritance.com

Write to: Complaints C/O Customer Care, Trust Inheritance Limited, Crown House, 1 Stafford Place, Weston-super-Mare, North Somerset, BS23 2QZ.

Stage 3

If you are not happy with the outcome and you feel your complaint has not been resolved satisfactorily then tell the person you have been dealing with, and they will ask for a Director to review your concerns. You will be notified of who will be dealing with your matter within 48 hours, and you will receive a full or interim response from them within 14 working days from the date of this acknowledgement.

Email: customercare@trustinheritance.com

Write to: Complaints C/O Customer Care, Trust Inheritance Limited, Crown House, 1 Stafford Place, Weston-super-Mare, North Somerset, BS23 2QZ.

Please note that we will only deal with customers directly. If you would like to speak to us on behalf of one of our customers, we will need authorisation to speak to you over the telephone and written authorisation, or proof of attorneyship/deputyship to deal with the complaint with you instead.

We are proud members of The Society of Will Writers (SWW), and it is mandatory that we comply with their Code of Practice. Free copies can be obtained here via their website.

The SWW backs the principles set out in the ‘Treating Customers Fairly’ (TCF) scheme. This is an approved policy, which is used across several industries, including legal and financial sectors. The SWW believe that as a self-regulatory body, in an unregulated industry, customers should have some formal protection; which matches our ethos here at Trust Inheritance of putting our customers first.

If we have been unable to resolve a complaint to your satisfaction (or you wish to advise the SWW of non-compliance of this Code of Practice), you may do so by referring it, in writing to: The Society of Will Writers, Chancery House, Whisby Way, Lincoln, LN6 3LQ. The SWW have a conciliation service and will offer to try and resolve the issue; their complaints process can also be accessed here.

All the above does not affect your statutory right to other forms of redress.

Complaints Process last updated November 2020

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