Nxtgen Wills — Professional Estate Planning

Our Commitment

Complaints Procedure

We always aim to provide a first-class service. If something has not met your expectations, here is how to let us know.

At Nxtgen Wills we take pride in delivering a warm, professional and reliable service. If for any reason you are not happy with something we have done — or not done — we want to hear about it. Every complaint is taken seriously and treated as an opportunity to put things right and improve.

How to raise a complaint

You can contact us in whichever way suits you best:

Please include your name, contact details, a description of what has gone wrong and, if possible, any relevant reference numbers or documents. This helps us investigate your concerns as quickly as possible.

What happens next

  1. Acknowledgement — We will acknowledge your complaint within two working days of receiving it, letting you know who is handling it and what to expect.
  2. Investigation — The person responsible will look into your concerns thoroughly and fairly. This may involve reviewing records, speaking with team members and, where appropriate, getting back in touch with you for more information.
  3. Response — We aim to provide a full written response within 14 days. If the matter is complex and we need more time, we will let you know and keep you updated on progress.
  4. Resolution — Our response will explain what we have found, whether we agree something went wrong, and what we propose to do about it. If we have made a mistake, we will tell you clearly and explain how we intend to put it right.

If you are not satisfied

If you feel your complaint has not been resolved to your satisfaction after our internal process, you may wish to seek independent advice. Depending on the nature of your concern, the following bodies may be able to help:

  • The Legal Ombudsman — for complaints about legal services. Visit legalombudsman.org.uk or call 0300 555 0333.
  • The Information Commissioner's Office (ICO) — for concerns about how your personal data has been handled. Visit ico.org.uk.

Our promise

We will always treat you with respect and take your concerns seriously. Raising a complaint will never affect the quality of service you receive from us. We see feedback — positive or otherwise — as a chance to learn and do better.

Last updated: August 2026

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