Complaints Policy

Greendrift Wills values your custom and is committed to providing a high-quality legal service for you, and for all our clients.  If something goes wrong we would like to know about it as soon as possible, so that we can investigate the matter promptly and effectively, and use it as an opportunity to improve our processes and client care.

How to Make a Complaint

By Phone
If the complaint is of a straightforward nature then it may be possible to deal with it over the phone and, if so, the outcome of the complaint will still be confirmed to you in writing.

Tel: 01462 374 064, Mob: 07598 702 905

In Writing
If the complaint is of a complex or more serious nature then we would ask you to please put it in writing, either by email or by post, marking your letter or email “formal complaint”.   Please provide full details of your complaint, including any relevant dates, together with any actions you would like us to take in order to remedy the problem. If you wish to post your complaint to us, we suggest you do so by signed-for / recorded delivery.


Postal Address:
Formal Complaints, Greendrift Wills & Estates, 40 Shott Lane, Letchworth Garden City, SG6 1SE

What Happens Next?

We will acknowledge your complaint no later than 7 working days after we receive it. Then, unless any further details or clarificationss need to be requested from you first, we will provide a full written response within 14 working days.  In exceptional circumstances, we may extend this to 28 working days, but in this case we would inform you that we are doing so, and also provide the reason for the delay.

What Further Action Can You Take if Still Unsatisfied?

Should Greendrift Wills’ response fail to address the issue to your satisfaction, then you can refer your complaint to the Society of Will Writers, of which Greendrift Wills & Estates is a member and bound by their Code of Practice. The Society of Will Writers is the leading self-regulatory body for Professional Estate Planners.

If possible, please submit your complaint to the Society of Will Writers using the online complaints form which is available on their website, or download the form and send it by email or by post to:


Postal Address:

The Society of Will Writers
Chancery House
Whisby Way

Although we advise you to follow our complaints procedure you are nevertheless free, should you so wish, to initiate court action, refer the matter to your local Trading Standards office, or engage independent 3rd party arbitration etc, at any stage.