Capacity Marketing for Charities (Capacity), the organisers of Free Wills Month (FWM), is committed to providing a helpful, transparent, and prompt service to members of the public and charity partners. We hope that every user of FWM will receive a positive experience, but should you be in the position where you wish to raise a complaint, please read the following to understand what role, if any, Capacity can take in the process and the steps you should take to raise the complaint.
Capacity acts as an administrative bridge between charity partners, their supporters, and participating solicitor firms. We aim to support all parties in a professional and timely manner. However, it is important
Once an individual engages a solicitor to have their Will written, they enter into a direct relationship with that law firm and are bound by the law firm's Terms of Business;
Capacity do not and cannot interfere in legal matters, advice, or disputes; and
Any legal concerns, service complaints, or billing disputes must be addressed by the individual directly with the solicitor/law firm.
Where possible, Capacity will:
Assist with basic queries and process clarification;
Prompt solicitors for responses if individuals have not received adequate communication with regards to making an appointment or to chase a draft Will; and
Direct individuals to the law firm’s formal complaint procedure and the relevant regulatory or complaints body when required.
Should you require to make a complaint against a solicitor or law firm who is part of FWM, your first step should be to follow the law firm's complaint procedure. This is usually available on the law firm's website, but will also be available on request from the firm.
If you are unable to resolve your complaint satisfactorily through the firm's complaint procedure, you may wish to escalate it to a relevant body listed below.
Solicitors Regulation Authority: misconduct or ethical concerns (www.sra.org.uk)
Legal Ombudsman: delays, fees, poor service (www.legalombudsman.org.uk)
Scottish Legal Complaints Commission: all legal service and conduct complaints (www.scottishlegalcomplaints.org.uk)
Law Society of Scotland: for professional misconduct (www.lawscot.org.uk)
Law Society of Northern Ireland (www.lawsoc-ni.org)
Legal Services Regulatory Authority (www.lsra.ie)
Although Capacity takes extreme care with your personal data, should you wish to make a complaint about how your data has been handled you can do so by following the guidelines provided by the Information Commissioner’s Office.
Should you wish to make a complaint about anything else, please direct your complaint to the relevant email address below.
Capacity Marketing for Charities – complaints@capacitymarketing.com
Free Wills Month - complaints@freewillsmonth.org.uk
You will receive a response within two working days, and where appropriate, we will undertake a full investigation and provide an official written report within five working days outlining our findings and proposed solution.