Complaints Procedure & Financial Ombudsman Service

Legacy Wills & Estate Planning Limited will handle your complaint fairly, consistently and promptly.
If you wish to register a complaint you may do so in writing to the following address, or by sending an email to or by telephone 03452600600.

Complaints Team
Legacy Wills & Estate Planning Limited
1st Floor, Provincial House
37 New Walk

Our process is as follows:

1. Acknowledging your complaint
Your complaint will be acknowledged within 3 working days. This may include a request for more information to allow us to fully investigate your complaint.

2. Investigating your complaint
Your complaint will be reviewed and investigated by the Complaints Team. You may be contacted by them to discuss your complaint further if necessary.

3. Resolving your complaint.
We aim to provide a full response as soon as possible and a final response will be sent within 8 weeks (56 days) of us having received your complaint.

4. Informing you of our decision
The Complaints Team will write to you to report the findings of the investigation and confirm the outcome of your complaint.
Following the completion of our investigation, you will be given a period of 4 weeks to respond to the final response letter. After this time your complaint will be considered resolved.

5. Financial Ombudsman Service
If you are unhappy with the outcome of your complaint, you may contact the Financial Ombudsman Service (FOS).  Your rights will be outlined in your final response letter. Their contact details can be found below:

The Financial Ombudsman
Service Exchange Tower
E14 9SR
Tel: 0800 023 4567

Please note that any referrals to the FOS must be made within 6 months from the date of your request. You may lose the right to refer your case after this time and no further consideration will be given by Legacy Wills & Estate Planning Ltd to any referrals received after this 6-month period. Please also be aware that the FOS will investigate cases which relate to regulated activity only. Legacy Wills are regulated by the Financial Conduct Authority (FCA) for credit broking, therefore you should consider that the FOS are unlikely to investigate any cases which do not relate to credit broking activity.

Legacy Wills & Estate Planning Limited is authorised and regulated by the Financial Conduct Authority for credit broking activities only (see FCA Register at FCA Number 689835). The Financial Conduct Authority does not regulate will writing or estate planning services.


After my initial enquiry about making my will I had a phone call from a member of LegacyWills team, namely Siobhan O’Toole.She explained everything in simple language so that I knew exactly what I had to do. She was very patient when answering my questions, which made me decide to go ahead with using LegacyWills.

Betty Forny, 5 Days ago

The team at legacy wills have been very helpful and extremely courteous when talking through the full process with me. Would highly recommend.

Miss Jane Adiller, 7 Days ago

I found the advisor extremely helpful, explaining clearly any points which I was unsure about. I received my Will some days later and was pleased that the company followed up to check that I was happy with it. I did not feel pressured in any way and I would recommend this company to anyone wishing for a straightforward and efficient service.

Linda Leary, 9 Days ago

Legacy wills explained every step very clearly and anything you forgot to ask they encouraged you to contact them, they also made you feel that no question was to big or small they would always find the answer.

Juliet Patricia, 20 Days ago

Everything I requested was handled with patience and total professionalism, and the end result was a very simple and straightforward process which covered everything that I wanted. Thank you very much Legacywills.

Ian Slater, Over a month ago

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