Complaints Procedure & Financial Ombudsman Service

Our aim at Legacy Wills & Estate Planning Limited is to handle any complaint fairly, consistently and promptly.
If you wish to register a complaint, please write to: –

Customer Services Manager, Legacy Wills & Estate Planning Limited, St Georges House, 6 St Georges Way, Leicester, LE1 1SH
If you ever have cause to complain we will set about resolving it as quickly and efficiently as possible.

These are the steps we will take:

1. Acknowledging your complaint
Your complaint will be acknowledged within 3 working days. The acknowledgment letter may include a request for more specific details of your complaint.

2. Investigating your complaint
Your complaint will always be investigated by the Customer Service Manager. We will be as thorough as possible and in order to deal with your complaint as quickly as possible we may telephone you for any additional information we need.

3. Resolving your complaint
The Customer Service Manager will analyse all the facts and come to a conclusion that takes full account of these. We try to do this without any delays but to do a thorough job may take some time, depending on the complexities of your case. If we are unable to give a full reply within 28 days from receipt of your complaint, we will write to you in order to keep you informed stating the reasons for the delay, and a proposed date by which we will respond to you.

4. Informing you of our decision
The Customer Service Manager will write to you with a full account of our investigation and of our decision. Whether this is, for example, a payment to make up for any loss incurred or a statement to say why we believe your concerns are unfounded, you will be able to see that we take a reasoned and fair judgement.

Following the completion of our investigation, you will be given a period of 4 weeks to respond to the final response letter provided. Following this period your complaint will be considered resolved if we hear nothing from you.

5. Financial Ombudsman Service 

In certain circumstances, if you are not satisfied with the outcome, you may be able to refer your complaint to the Financial Ombudsman Service. You will be advised of these rights in our final response letter as not all of our services and products are regulated by the Financial Conduct Authority. See below for their contact details.

The Financial Ombudsman

Service Exchange Tower
London E14 9SR
Tel: 0800 023 4567


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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