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, please write to:

Complaints Handler
Legacy Wills & Estate Planning Limited
6th Floor, St Georges House
St Georges Way

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. 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
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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