Service standards & customer care
Complaints Policy
A clear and considered process for raising concerns about our will-writing service, communications, agreed work and service arrangements.
We want customers to understand what to expect from our service and to have a clear way to raise concerns if something has not gone as expected. We will consider complaints fairly, communicate respectfully and explain the outcome and any appropriate next steps.
Our commitment
LIFE IS TOO SHORT LIMITED aims to handle complaints promptly, consistently and without unfair treatment. Raising a complaint will not, by itself, prevent you from asking questions about your service or exercising any rights available to you under applicable law.
When reviewing a complaint, we aim to:
- Listen carefully and understand the concern being raised.
- Review relevant correspondence, instructions and service records.
- Explain our findings in clear and understandable language.
- Correct an identified service error where appropriate.
- Explain any available resolution and how it will be carried out.
What you can complain about
You may raise a complaint about any aspect of our will-writing service or the way your enquiry or order has been handled, including:
- The clarity or accuracy of information we provided about our service.
- Communication, responsiveness or the handling of your instructions.
- Agreed service scope, fees or delivery arrangements.
- Delays or concerns about an agreed draft or document.
- Errors, omissions or inconsistencies you believe are present in work supplied.
- The way a previous concern was handled.
If your concern involves a draft will or other document, please identify the relevant section where possible and explain what you believe needs reviewing. You do not need to provide more personal or family information than is reasonably necessary to understand the complaint.
How to submit a complaint
Please contact us by email or through our website contact page. Written complaints help us understand the issue accurately and keep a record of the response.
Email:
enquiries@lifeistooshort.services
Contact page:
lifeistooshort.services/contact/
If possible, include:
- Your name and a suitable way for us to contact you.
- A brief description of the service or order concerned.
- What happened and why you are dissatisfied.
- Relevant dates or correspondence, if available.
- The outcome you would like us to consider.
Please protect your information
Please do not send bank details, passwords or unnecessary sensitive personal information. If we need additional information to review your complaint, we will explain what is reasonably required and how to provide it.
How we handle complaints
Confirm receipt
We aim to acknowledge a complaint within five working days of receiving it. We will identify the next steps and request any essential clarification if the issue is not yet clear.
Understand the concern
We will review the information provided alongside relevant instructions, communications and service records. We may contact you if further information is needed.
Consider the available evidence
We will assess what was agreed, what took place and whether a service error, misunderstanding or other issue needs to be addressed.
Explain our findings
We will provide a written response setting out our findings, any proposed resolution and any further steps available to you.
Response timeframes
We aim to provide a substantive response within 15 working days after receiving your complaint. Some complaints may require additional document review or clarification, which can affect the time needed.
If we cannot provide a full response within that period, we aim to contact you before it expires, explain the reason for the delay and provide an updated estimated response date.
These are our intended service standards, not a restriction on any statutory deadline or right that may apply to your circumstances. We will not treat a complaint as resolved merely because a target date has passed.
Outcomes and remedies
The appropriate outcome will depend on the nature of the complaint, the agreed service and the findings of our review. Where appropriate, possible steps may include:
- Providing a clearer explanation or further information.
- Correcting an error within the agreed scope of the service.
- Agreeing an appropriate next step for reviewing a document.
- Explaining why a requested change falls outside the original scope.
- Considering a fee adjustment or refund where justified by the agreement and applicable law.
We will explain the basis for our decision. A requested amendment may need separate consideration if it changes the original instructions or requires work beyond the service agreed.
Document review and signing
If you believe a draft contains an error, please tell us before relying on or signing the document. Our review will be limited to the service agreed and the information available to us. Receiving a document does not itself complete the signing and witnessing steps required for a will.
Fees, cancellations and refunds
A complaint and a cancellation or refund request may involve different considerations. We will review each issue according to the service agreement, the work carried out and applicable consumer law.
Where relevant, please refer to our Service Cancellation Policy and the terms provided when you place an order.
Nothing in this policy removes or limits a consumer’s statutory rights. Refund eligibility and any applicable cancellation period depend on the contract and circumstances; a complaint does not automatically guarantee a refund, and a refund request will not be rejected solely because it has been raised as a complaint.
If you remain dissatisfied
If you are unhappy with our response, please reply to the complaint correspondence and explain which aspects you believe remain unresolved. Where reasonably possible, the matter will be reviewed again by someone with appropriate responsibility who was not directly involved in the original decision.
We will explain whether we can reconsider the matter internally and what further information, if any, would assist. If an independent complaint scheme or professional body is applicable to the service actually provided, its details should be supplied in the relevant service terms or complaint response.
We will not claim membership of, or access to, an external complaints scheme unless that relationship has been confirmed. You may also seek independent advice or contact an appropriate consumer advice service where relevant.
Fair treatment and privacy
We aim to treat customers respectfully throughout the complaint process. A complaint will be considered on its merits, and reasonable communication needs will be taken into account where practicable.
Information provided in connection with a complaint will be accessed only where reasonably necessary to handle the matter, maintain appropriate records or meet legal obligations. We may retain complaint correspondence for as long as reasonably necessary for these purposes, subject to applicable data protection requirements.
Further information about how personal data is handled is available in our Privacy Policy.
Contact details
LIFE IS TOO SHORT LIMITED
Company number: 15724492
Suite 6, Tower House, New Portreath Road,
Redruth, England, TR16 4QL
Email:
enquiries@lifeistooshort.services
Telephone:
+44 7771 583387
Please use the email subject “Complaint” so that your message can be identified and directed appropriately.
We are here to listen.
If something about your experience has not met expectations, please contact us so we can understand your concern and consider the appropriate next steps.