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Complaints Procedure

We are committed to providing excellent service. If something has gone wrong, we want to hear about it so we can put it right.

Submit a Complaint

Minimum 50 characters. Include dates, names, and reference numbers where possible.

By submitting this complaint, you confirm that the information provided is accurate to the best of your knowledge. We will use this information solely for the purpose of investigating and resolving your complaint in accordance with our Privacy Policy.

Our Complaints Process

What Happens Next?

  1. 1
    Acknowledgement

    We will acknowledge your complaint within 3 working days.

  2. 2
    Investigation

    We will investigate your complaint thoroughly and fairly.

  3. 3
    Response

    We aim to provide a full response within 8 weeks.

  4. 4
    Resolution

    We will explain our findings and any action we will take.

Write to Us

Keystone Estate Planning
Complaints Department
Suite RA01, 195-197 Wood Street, London, E17 3NU

Still Not Satisfied?

If you are not satisfied with our response, you may be able to refer your complaint to the Legal Ombudsman within 6 months of receiving our final response. Visit legalombudsman.org.uk for more information.

Before You Complain

For general enquiries or technical support, you may find it quicker to contact our support team directly.

Contact Support