Complaints

CJS Estate Planning will handle your complaint fairly, consistently, and promptly. If you wish to register a complaint, you can do so in writing at the following address or by sending an email to contact@cjsestateplanning.com.

Our complaints process is as follows:

1. Acknowledging your complaint:

We will acknowledge your complaint within 5 working days. If necessary, we may request additional information to fully investigate your complaint.

2. Investigating your complaint:

We will review and investigate your complaint. We may contact you to discuss your complaint further if necessary.

3. Resolving your complaint:

We aim to provide a full response as soon as possible. A final response will be sent within 8 weeks (56 days) of receiving your complaint.

4. Informing you of our decision:

We will write to you to report the findings of the investigation and confirm the outcome of your complaint. After the completion of our investigation, you will be given a period of 4 weeks to respond to the final response letter. If you do not respond within this time, your complaint will be considered resolved.

5. If you are not happy:

If you are not happy with the results of the investigation by the Company, you can contact the Institute of Professional Willwriters who operate an Alternative Dispute Resolution process called IPWADR that will consider your complaint. Please note that you MUST raise your complaint with the Company before you can access the IPWADR.

The contact details for IPWADR are:

IPWADR, Trinity Point, New Road, Halesowen, B63 3HY