Smart Later Life Ltd is committed to providing their customers with an exceptionally high level of service. An essential part of this service is that Smart Later Life will communicate effectively with their customers so that they are kept informed of progress.

If for whatever reason the customer is dissatisfied with the level of service received, Smart Later Life Ltd maintains a full complaints procedure to which they would recommend any complaint should first be addressed.

Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of a complaint against Smart Later Life Ltd.

If a customer wishes to register a complaint, then please contact Smart Later Life, 164 Banks Road, West Kirby, Wirral, CH48 0RH, by email, Richard.jones@smartlaterlife.co.uk or by phone, 07944648080. The customer will be asked to explain the reason for complaining and will be asked to supply any supporting evidence.

The customer’s complaint will be acknowledged as soon as received and no later than 7 days after receipt. A formal response will be made to the complaint within 14 days, but where this timescale is not possible, maybe because Smart Later Life are awaiting responses from customer or will writer, or any other third party, we will inform the customer of this. Smart Later Life Ltd will then provide a formal response as soon as possible and no later than 28 days after the complaint is received.

If the customer is not satisfied with the resolution of your complaint from Smart Later Life Ltd or has not received a response within the above timescales they may refer their complaint to the Complaints Department, The Society of Will Writers. Chancery House, Whisby Way Lincoln, LN6 3LQ.

If Smart Later Life Ltd cannot resolve a complaint between the member of the Society of Will Writers and their customer within a reasonable time, then the member shall advise the Society of Will Writers of the complaint. The member shall advise the customer that the complaint has been referred to the Society and will provide details of the Society’s complaint handling procedure, including the right of access to the ADR Dispute Resolution Service if the complaint remains unresolved following the Society’s intervention.

Although advisable, the customer does not have to pursue their complaint through the procedures laid out above and that they may pursue other options, such as independent arbitration or court action, at any time.

Smart Later Life Ltd keep records of all complaints received.