Complaints procedure

We take every complaint seriously. If something has gone wrong, here's how we'll put it right.

Step 1: Tell us

Email richard@willsafe.org.uk with your order number, what went wrong, and what you'd like us to do.

Step 2: We acknowledge within 2 working days

A named person at WillSafe UK will acknowledge your complaint within 2 working days and tell you who is dealing with it.

Step 3: We investigate and respond within 10 working days

We aim to provide a full response within 10 working days. If we need longer (for example, because we need to review source documents), we'll tell you and give you a realistic timeline.

Step 4: If you're still not satisfied

You can escalate to the Institute of Professional Willwriters (IPW), once we are members, whose code of practice is approved by the Chartered Trading Standards Institute (CTSI). Details will be added here once our IPW membership is live.

You may also approach your local Citizens Advice Bureau or Trading Standards office. For disputes about digital products, the UK's alternative dispute resolution providers under the ADR Regulations 2015 are available.

Our record

We publish an annual summary of complaints volume and outcomes once our first trading year is complete.