Complaints procedure

1. Tell us first

If anything about your case, your will, or how you were treated falls short, email support@wassiyaestate.com with your case reference and what went wrong. Most issues are resolved directly and quickly at this stage.

2. What happens next

• We acknowledge your complaint within 5 working days.
• We investigate — which may include reviewing your case file with the assigned solicitor — and send a written response within 20 working days.
• If you're not satisfied with the response, you can ask for it to be reviewed again at a senior level; we'll confirm the outcome within a further 10 working days.

3. Complaints about your solicitor

Every will is reviewed and signed off by an SRA-regulated solicitor. If your complaint is specifically about a solicitor's professional conduct and you remain unhappy after our internal process, you can raise it with the Legal Ombudsman (legalombudsman.org.uk) or the Solicitors Regulation Authority (sra.org.uk). Will writing itself is not a regulated activity in the UK, so this route applies to the solicitor review step, not the platform generally.

4. Data protection complaints

If your complaint is about how we've handled your personal data, you can also contact the Information Commissioner's Office (ICO) on 0303 123 1113 or at ico.org.uk — see our privacy policy for details.