makewill

Complaints Procedure

Last updated: March 2026

Our Commitment

We take all complaints seriously and aim to resolve them quickly and fairly. If you are dissatisfied with any aspect of our service, please let us know so we can put it right.

How to Make a Complaint

Please contact us by email with the following information:

  • Your full name and email address
  • The date you used our service
  • A clear description of your complaint
  • What outcome you are seeking (e.g. correction, refund, explanation)

Email: complaints@makewill.co.uk

Post: Complaints, Calm Ventures Ltd, [registered address TBC]

What Happens Next

1

Acknowledgement — within 7 days

We will acknowledge your complaint in writing, confirm who is handling it, and let you know the next steps.

2

Investigation — within 14 days

We will investigate your complaint thoroughly. If we need more information from you, we will ask. We aim to provide a full written response within 14 days of receiving your complaint.

3

Resolution — within 28 days

If we cannot resolve the matter within 14 days, we will explain why and provide a full response no later than 28 days after receiving the complaint. Our response will include what we found, what action we are taking, and any remedy offered.

If You Are Not Satisfied

If you are not satisfied with our response, you have the following options:

  • Ask us to escalate your complaint to a senior member of the team
  • Refer the matter to an Alternative Dispute Resolution (ADR) provider. We will provide details of the relevant ADR service on request.
  • You are not required to use our complaints procedure or ADR before taking other action — you may pursue independent arbitration or court action at any time

Important Limitations

makewill.co.uk provides will creation tools and does not provide legal advice. Our complaints procedure covers the service we provide — the technology platform, document generation, payment processing, and customer service. We cannot accept complaints about the legal content or effect of a will, as we are not a regulated legal service. If you have concerns about the legal validity or content of your will, please consult a qualified solicitor.

Record Keeping

We keep a written record of all complaints received and their outcomes. This helps us identify patterns and improve our service. Complaint records are retained for 7 years.