Cancellation Policy

We have a straightforward, fair cancellation policy:

  • During the 14 day cooling off period the Client/s may cancel the Agreement by written notification to the Company's Registered Office at The Station House, Station Approach, Otford, Kent TN14 5QY within 14 days of the date of the Agreement. Upon receipt of a written request within the cooling off period the Company will give a refund of the fees paid.
  • After the 14 day cooling off period then the Client/s do not have an automatic right to cancel the Agreement and receive a full refund.
  • If a request for cancellation is received after the 14 day cooling off period then the Company reserves the right to undertake a further assessment of the Client's needs/requirements to ascertain whether additional support/information could be offered and to identify/resolve areas of concern. If following the assessment the Client still wishes to cancel the Agreement then any refund will only be made at the Company's discretion and a deduction for all costs incurred by the Company will be made.

You can download our Cancellation Document here.

Complaints and Resolution Policy

We pride ourselves on providing great client service and wherever possible your queries and concerns should be addressed by your Consultant. However, we are committed to maintaining the highest professional standards and providing a high quality legal service to all our clients. A complaint can show us how to do better. If something goes wrong, we want to know about it and put it right as quickly as we can.

If you want to make a complaint, please contact our Complaints Manager by telephone 01630 723105, email complaints@willassociates.co.uk or post The Old Magistrates Court, Cheshire Street, Market Drayton, TF9 1PH. If you have special needs which we should take into account due to language or disability, please let us know. If you do need to complain, we will deal with it according to our complaints procedure, a copy of which is available on our website or can be posted to you.

If you are still unsatisfied following our investigation of your complaint then we do subscribe to an Alternative Dispute Resolution which aims to provide mediation through a third party specialist company which will try to resolve disputes quickly and efficiently. Failing resolution you are entitled to lodge your complaint with the Legal Ombudsman. Complaints to the Legal Ombudsman must usually be made within six months of our final response to your complaint.

The Legal Ombudsman can investigate complaints for up to six years from the date a problem occurred or within three years from when you found out about the problem.

The address is PO Box 6806, Wolverhampton WV1 9WJ, telephone 0300 555 0333 or email enquiries@legalombudsman.org.uk.

If you make a valid claim against us for a loss arising out of work for which we are legally responsible, and we are unable to meet our liability in full, you may be entitled to claim from the Compensation Fund administered by the Council for Licensed Conveyancers (from whom details can be obtained).