We want clients to feel well looked after, informed, and treated fairly and with integrity and respect. If something has gone wrong, or you are unhappy with any part of our service, please tell us. We take complaints seriously and we will do our best to put things right.
Step 1 – Contact us first
Please contact us as soon as possible so we can understand the issue and try to resolve it quickly. The easiest way is to email hello@makemywilltoday.co.uk with a clear summary of what has happened and what outcome you are looking for.
If you would rather speak to someone, you can also contact us by phone and we will make sure the matter is picked up internally.
Step 2 – We review and respond
Once we receive your complaint, we will review the details, look at any relevant records, and come back to you with a response. Sometimes the answer is simple and can be dealt with quickly. If the issue is more involved, we may need a little more time to investigate properly.
We will always aim to communicate clearly and respectfully throughout the process.
Step 3 – Escalation to the Director
If you are unhappy with the initial response, you can ask for the matter to be escalated to a Director for a further review. Please reply to the original complaint email and say that you would like the complaint escalated.
The Director will review the complaint independently within the business and provide a further response.
What to include
It helps if you include your full name, contact details, any relevant dates, and a short explanation of the issue. If you have documents or correspondence that help explain the problem, please include those as well.