Complaints procedure
Version 2.0 — Effective 19 June 2026 — Next review June 2027
WillSafe UK is committed to providing a fair, transparent, and accessible complaints service for all users, including those who may face digital accessibility barriers. This procedure satisfies the requirements of the Data (Use and Access) Act 2025 and complies with ICO guidance on complaints handling for regulated digital services.
1. What you can complain about
- The quality or content of our will-writing documents or templates
- How we have handled your personal data
- Our website accessibility or usability
- Billing, payment, or refund issues
- The conduct of our customer support team
- Any failure to meet our published service standards
2. How to make a complaint
We offer multiple channels to ensure our complaints process is accessible to all users:
Electronic form (preferred)
Use the form below to submit your complaint directly. You will receive an acknowledgement email within 2 working days.
Send your complaint to: richard@willsafe.org.uk
Post
WillSafe UK — Complaints66 Paul Street
London EC2A 4NA
Accessible formats
If you need this procedure or our response in an alternative format — including large print, audio, or plain English — please tell us when you make your complaint and we will accommodate your request at no charge.
3. Information we need from you
- Your full name and contact details
- Your order reference or account email address (if applicable)
- A description of your complaint and what happened
- The date(s) the issue occurred
- What outcome you are looking for
4. How we will handle your complaint
We acknowledge within 2 working days and aim to respond fully within 10 working days.
| Stage | Timescale |
|---|---|
| Acknowledgement | Within 2 working days of receiving your complaint |
| Full response | Within 10 working days of acknowledgement |
| Complex cases | We may extend to 60 calendar days— we will notify you if this applies and explain why |
Our complaints handler will:
- Log your complaint and issue a unique reference number
- Investigate the matter fully and impartially
- Keep you informed of progress if the investigation takes longer than expected
- Provide a written outcome with reasons
5. Escalation — if you are not satisfied
If you are unhappy with our response, or if we have not resolved your complaint within 30 days, you may escalate to the Information Commissioner’s Office (ICO), the UK’s data protection and digital rights regulator.
ICO contact details
- Website: ico.org.uk
- Helpline: 0303 123 1113 (Monday–Friday, 9 am–5 pm)
- Post:Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Alternative Dispute Resolution (ADR)
We will nominate a CTSI-certified ADR provider and confirm in our final response letter.
Our ICO registration
WillSafe UK is registered with the ICO under the Data Protection Act 2018. ICO Registration Number: CSN0004881. You may verify our registration at ico.org.uk/ESDWebPages/Search.
6. Underserved user provisions (DUAA)
In accordance with the Data (Use and Access) Act 2025, we make the following additional commitments for users who face barriers to digital access:
- No digital-only requirement: You may make a complaint by post without needing to use our website or email.
- Assisted complaints:If you are unable to complete the complaints process independently, we will provide free assisted-submission support — write to us and request this.
- Language support: We will arrange interpretation or translation assistance where reasonably practicable. Please indicate your preferred language when contacting us.
- Extended timescales: If you need additional time to respond at any stage, please let us know and we will accommodate reasonable requests.
7. Data handling
Personal data submitted as part of a complaint will be processed in accordance with our Privacy Policyand retained for a minimum of 3 years in line with our data retention schedule. You have the right to access, correct, or request deletion of this data — see our Privacy Policy for details.
8. Record keeping and reporting
We maintain a complaints register. Anonymised aggregate data may be used to identify systemic issues and improve our services. We will publish a summary of complaint volumes and themes in our annual transparency report.
9. Review
This procedure will be reviewed annually and updated whenever there is a material change in applicable law or ICO guidance. The current version is always available at willsafe.org.uk/complaints.
Last updated: 19 June 2026 — WillSafe UK — WSC Group