Customer Complaints Policy

1. Overview

We welcome all feedback from our customers and although we hope that our customers won’t have cause for complaint, we do understand that at times you may wish to contact us to discuss concerns that you may have about our services. 

This policy outlines how you can contact us to make a complaint and how we will deal with any complaint you make.

2. Who we are and how you can contact us

2.1 James McKenzie (Wills) Ltd is operated by Gareth & Tracy Briscoe and you can see details of how to contact us below:

Address: Old Station House, London Road, East Grinstead, RH19 1EP

Email address: [email protected]

Phone number: 020 7193 2060

3. When to contact us

3.1 A complaint can cover any element of the services that we provide and can also relate to:

• things that our staff have or haven’t done.

• the level of service provided by us or any of our staff.

• the quality of the service that we have provided.

• the timing of delivery of the service that we have provided.

3.2 You may want to contact us for other reasons such as to ask for more information about the service that we provide, and you can do so by calling us on 020 7193 2060 or emailing us at [email protected]

4. What information to provide concerning a complaint

Please provide as much information as possible when making a complaint and in particular:

4.1 Your name, address, telephone number and email address together with details of the method that you would prefer to be contacted by in discussing your complaint.

4.2 Details of the service(s) you are complaining about.

4.3 If your complaint relates to a particular member of our staff, please provide their name or other information to help us identify them.

4.4 Any documentation that relates to your complaint such as communications, a copy of the document(s).

4.5 Any further information in relation to your complaint and details of how you would like to see the complaint resolved.

5. How we will handle your complaint

5.1 The process that we follow in handling complaints is set out in the table below:

5.2 Please note that while we will endeavour to resolve your complaint within the timescales indicated above this might not be possible due to the nature or complexity of your complaint or where we are not able to contact you for further information. In these circumstances, we will keep you informed of the timescales we are working to.

6. Zero tolerance 

We have a duty of care for all our employees, and we believe that all complainants and employees have the right to be heard, understood, and respected throughout the process. The company values its employees, and we will not tolerate any form of unacceptable behaviour, including verbal or physical abuse.  

7. Confidentiality and data protection

7.1 We will ensure that all complaints are dealt with confidentially and the information you provide will only be shared with individuals we need to discuss your complaint with during the process outlined in 5 above, and our external complaints organisation outlined in 6 above.

7.2 If we would like to share details of your complaint for any other reason (such as staff training) we will ensure the details shared do not identify you.

7.3 Any personal data that we collect while handling your complaint will be held following the relevant data protection legislation and our privacy policy which can be found Privacy Notice / James McKenzie | Professional Will writing service (jmwills.co.uk)

8. Policy Updates

This policy was adopted on 11th March 2024.  Our Managing Director is responsible for this complaints policy and ensuring that it is regularly reviewed and updated if necessary.