Legacy Wills & Estate Planning Limited will handle your complaint fairly, consistently and promptly.
If you wish to register a complaint, please write to:
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 Handler. You may be contacted by them to discuss your complaint further if necessary.
3. Resolving your complaint.
If we have been unable to issue a full response within 21 days of receipt of your complaint, we will contact you to notify you. We aim to provide a full response within 28 days of receipt of your complaint.
4. Informing you of our decision
The Complaints Handler 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
In certain circumstances you may be able to refer your complaint to the Financial Ombudsman Service (FOS). You will be advised of these rights in our final response letter if applicable as not all of our products and services are regulated by the Financial Conduct Authority. Their contact details can be found below:
The Financial Ombudsman
Service Exchange Tower
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 for credit broking, therefore you should consider that the FOS are unlikely to investigate any cases which do not relate to credit broking activity.