Grange Legal General Limited – Complaints Policy

We are committed to providing a high-quality legal service to all our clients. We constantly monitor our service and seek to improve it. It is very important to us to know whether or not you are satisfied with our service. Any complaint about the quality of our service or our fees or charges will be considered in accordance with this procedure. We will ensure that your complaint is dealt with promptly, fairly and free of charge.

Daniel Boyle TEP is the sole Director of Grange Legal Limited and is a full Member of The Society of Wills Writers and of The Society of Trust and Estate Practitioners. As such, we are bound by the Codes of Practice of each organisation including their complaint procedures.

If you have a complaint, please contact us in writing with the details of your complaint to Grange Legal Limited of 7 Abbots Grange, Marcham, Abingdon, Oxfordshire OX13 6PF or [email protected] as soon as possible following the occasion/event that may have given you grounds for a complaint.

What will happen next?

    We will send you a letter acknowledging your complaint and if necessary, we may ask you to clarify some details. You can expect to receive our letter within 7 working days of us receiving your complaint.

      We will investigate your complaint by reviewing your file and speaking with those who represented you.

        We will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 28 working days of our receiving your complaint.

        We will write to you within 14 working days of receiving your request for a review of our complaint findings, confirming our final position on your complaint and explaining our reasons.

        If we are unable to resolve your complaint, you may refer the matter in writing to either The Society of Will Writers, whose contact details are: Complaints Department, The Society of Will Writers, Chancery House, Whisby Way, Lincoln, LN6 3LQ: www.willwriters.com/public/making-a-complaint/ 01522 687888 or the Society of Trust and Estate Practitioners of STEP Head Office Artillery House 11-19 Artillery Row London W1P 1RT www.step.org/professional-standards/making-complaint-our-disciplinary-process or 0203 7523 762. 

        If you are not satisfied with the outcome of your complaint to the Society of Will Writers or the Society of Trust and Estate Practitioners or choose not to refer the issue to them, you may at any time take legal advice as to your rights.