Complaints Process
We are committed to providing the best quality service to everyone we deal with. In order to do this, we like to hear your comments and take on board your feedback. If you are unhappy with any aspect of the services we have provided, then the simplest and quickest way to express your concerns is to contact us so we may assist you as soon as possible.
Our standards for handling complaints:
- We treat your complaint seriously.
- We will treat you with courtesy and fairness at all times. In return, we hope that you will treat us in the same way.
- We will deal with your complaint promptly.
- We will deal with your complaint confidentially.
- We will investigate your complaint thoroughly.
- We deal with all complaints free of charge.
Stage 1
The first stage is to speak the person you have been dealing with or our Customer Support Team, who will direct your complaint to the relevant department. We will try to alleviate any concerns you have at that time, but in some cases, we may need to gather more information. We will keep you informed of this and endeavour to get back to you within 24 hours (Monday to Friday).
Email: customercare@redapplelaw.com Telephone: 0800 840 1663
Stage 2
If we have been unable to resolve your concerns, you are able to make a formal complaint by writing to us or via email. Please give as much detail as possible about your case and how you would like us to put this right.
Please note: This requirement does not apply to Data Protection Complaints, which may be submitted through any communication channel, including telephone, email, post, website enquiries or other methods of contacting us.
On receipt of your complaint, it will be passed to a Manager with sufficient experience who will remain impartial and acknowledge the escalation within 48 hours. A full response will be issued within 7 working days from the date of this acknowledgement. If we are unable to provide a response within 7 working days, we will let you know and keep you informed of the progress.
Email: customercare@redapplelaw.com
Write to: Complaints C/O Red Apple Law, Trust Inheritance Limited, Crown House, 1 Stafford Place, Weston-super-Mare, North Somerset, BS23 2QZ.
Stage 3
If you are not happy with the outcome and you feel your complaint has not been resolved satisfactorily, please tell the person you have been dealing with. They will ask for senior management to review your concerns.
You will be notified of who will be dealing with your matter within 48 hours and you will receive a full or interim response from them within 14 working days from the date of this acknowledgement.
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Data Protection Complaints
If you are unhappy with how we have collected, used, stored, shared or otherwise handled your personal information, you have the right to raise a Data Protection Complaint with us. We take privacy concerns seriously and are committed to investigating all such complaints fairly and without undue delay.
Examples of Data Protection Complaints include concerns regarding:
- How we have collected or used your personal information.
- The accuracy of personal information held about you.
- Marketing communications you have received from us.
- Delays in responding to a Subject Access Request.
- The sharing of your personal information with third parties.
- Concerns relating to a personal data breach
- Any other rights you may have under data protection legislation
Data Protection Complaints can be made by telephone, email, post, website enquiry or any other method used to contact us. You do not need to submit a Data Protection Complaint in writing for us to investigate it
When handling a Data Protection Complaint, we will:
- Acknowledge your complaint within 30 calendar days of receiving it
- Carry out appropriate enquiries and investigate the matter thoroughly.
- Keep you informed of progress whilst the complaint is being investigated
- Provide you with the outcome of our investigation without undue delay.
We encourage you to contact us first so that we have the opportunity to address your concerns and resolve any issues directly. However, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at any time if you believe that we have not handled your personal information in accordance with data protection law.
For Data Protection Complaints, please contact:
Email: customercare@redapplelaw.com Telephone: 0800 840 1663
Write to: Complaints C/O Customer Support, Trust Inheritance Limited, Crown House, 1 Stafford Place, Weston-super-Mare, North Somerset, BS23 2QZ.
Further information about making a complaint to the ICO can be found at:
Website: https://ico.org.uk
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Please note that we will only deal with customers directly. If you would like to speak to us on behalf of one of our customers, we will need authorisation to speak to you over the telephone and written authorisation, or proof of attorneyship/deputyship, before we can discuss the complaint with you.
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We are proud members of The Society of Will Writers (SWW), and it is mandatory that we comply with their Code of Practice. Free copies can be obtained here via their website.
The SWW backs the principles set out in the ‘Treating Customers Fairly’ (TCF) scheme. This is an approved policy, which is used across several industries, including legal and financial sectors. The SWW believe that as a self-regulatory body, in an unregulated industry, customers should have some formal protection; which matches our ethos here at Trust Inheritance® of putting the customer first.
If we have been unable to resolve a complaint to your satisfaction (or you wish to advise the SWW of non-compliance of this Code of Practice), you may do so by referring it, in writing to: The Society of Will Writers, Chancery House, Whisby Way, Lincoln, LN6 3LQ. The SWW have a conciliation service and will offer to try and resolve the issue; their complaints process can also be accessed here.
All the above does not affect your statutory right to other forms of redress.