Our complaints procedure

Tell us what has gone wrong.

Please contact James Green at james.green@uk-ccm.com, write to him at Carter Collins & Myer Ltd, Chichester House, 2 Chichester Street, Rochdale OL16 2AX, or telephone 01706 225 617. There is no charge for making a complaint.

Give your name, contact details, the service concerned, a brief account of what happened and the outcome you would like. Include copies of relevant correspondence if available. If writing is difficult, tell us and we will help record the complaint. We can deal with an authorised representative.

How we respond.

We acknowledge complaints promptly and no later than 7 days after receipt. We aim to provide a formal response within 14 days. If further investigation is necessary, we explain why and provide a formal response as soon as possible, no later than 28 days after receipt.

We review the relevant records, speak to those involved and explain our findings and any proposed remedy. Where the complaint concerns drafting, we coordinate with the drafting provider while keeping you informed. If it concerns the person handling the complaint, we arrange review by another appropriate person.

If you remain dissatisfied.

You may refer unresolved service or conduct concerns to the Society of Will Writers. Its Making a Complaint page explains its scope and how to submit the complaint. The Society can be contacted at Chancery House, Whisby Way, Lincoln LN6 3LQ, telephone 01522 687888.

We will explain the applicable SWW process and available alternative dispute resolution arrangements where a matter remains unresolved. SWW is a professional self-regulatory body, not a statutory legal-services regulator, and it determines whether a complaint is within its remit.

You do not have to give up other available remedies, including independent advice or court proceedings, by using this procedure. We keep a record of complaints and review the procedure annually.