Our Commitment

At Settled Ways, I understand that discussing wills, powers of attorney, and estate planning can involve important personal and family decisions. My aim is to provide a service that is professional, straightforward, and focused on your individual needs.

I am committed to:

• Treating all clients fairly, respectfully, and courteously.
• Communicating clearly and in plain English.
• Being transparent about services and fees.
• Responding to enquiries promptly.
• Keeping your information secure and confidential.
• Acting honestly and with integrity at all times.
• Listening to feedback and continually improving my service.

If You Are Unhappy With My Service

I hope that any concerns can be resolved quickly and informally. If you are dissatisfied with any aspect of my service, please let me know as soon as possible so I can try to put things right.

Complaints can be made by email, telephone, or in writing.

Contact Details
Settled Ways

Email: info@settledways.co.uk

Website: www.settledways.co.uk

How Complaints Are Handled

Step 1 – Acknowledgement

I will acknowledge your complaint within 5 working days of receiving it.

Step 2 – Investigation

I will review the circumstances of your complaint fairly and carefully. This may involve reviewing correspondence, documents, and any relevant records.

If I need further information from you, I will contact you as soon as possible.

Step 3 – Response

I aim to provide a full response within 28 days of receiving your complaint.

Where additional time is required, I will explain why and keep you updated on progress.

Resolving Complaints

Where appropriate, I may seek to resolve complaints by:

• Providing an explanation.
• Correcting an error.
• Taking reasonable remedial action.
• Reviewing procedures to prevent similar issues occurring again.
• Offering an apology where appropriate.

Learning From Feedback

Complaints and feedback are taken seriously and are used to help improve the quality of services provided by Settled Ways.

Policy Review

This policy is reviewed annually to ensure it remains appropriate for the business and reflects good customer service practices.

Last Reviewed: August 2026