Complaints Procedure
Our aim
Our aim is to ensure we offer all our customers a world class level of service across all areas of our business. If at any time, in the unlikely circumstance that you feel we have given you a less than satisfactory service, we undertake to do everything reasonable to put it right.
If you are dissatisfied with any of our services, please contact us in the first instance and we will do our best to resolve the complaint.
What is a complaint?
A complaint can be defined as ‘Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a service’
How to make a complaint
If you wish to make a complaint about the service, you have received please contact our office:
By Phone: 0161 804 0170
By Email: support@fmswills.co.uk
By Mail: Family Money Savers, Express Networks 3, 6 Oldham Road, Manchester M4 5DB
What do you need to make a complaint?
Please have the following available when you call, or include them in any email or letter that you send us:
1) Your full name, address
2) Details of what you believe has not been dealt with properly
3) Copies of any correspondence or documents relating to your complaint
4) How you wish to resolve the complaint
What happens next?
We will always try to resolve your complaint on the same day that you make it. If we are unable to resolve your complaint at first contact, or you would prefer to submit your complaint in writing, a written acknowledgement will be issued to you; promptly and no later than five working days from receiving your complaint.
Your concerns will be fully investigated by our complaint handler. A final response will be issued to you within eight weeks of the initial receipt of your complaint or we will explain why we are not able to issue a response. During this time, our complaint handler may need to contact you to seek additional information or clarification to ascertain the facts surrounding your complaint.
If we uphold your complaint, we will take the appropriate steps to rectify the error promptly, offer an apology for the error and offer redress or remedial action where appropriate.
When will the complaint be resolved?
We will consider a complaint as resolved when you, the complainant, have indicated acceptance of our final response
The Society of Will Writers
If the matter relates to our Will writing activities and is unable to be resolved to your satisfaction you may refer it, in writing, to the Complaints Department, The Society of Will Writers. Chancery House, Whisby Way Lincoln, LN6 3LQ.