Step 1 - Acknowledgement
We will acknowledge receipt of your complaint within five working days of receiving it. Our acknowledgement will confirm that your complaint has been received and explain the next steps in our investigation.
Client care
Complaints Procedure
How to raise a concern and how we will respond.
At Pathway Estate Planning we are committed to providing a professional, courteous, and high-quality service to every client.
If you are dissatisfied with any aspect of our service, we want to know so that we can investigate your concerns, put matters right where appropriate, and continually improve our services.
Our Commitment
We take all complaints seriously and aim to resolve them fairly, promptly, and transparently.
How to Make a Complaint
If you wish to make a complaint, please contact us using one of the following methods:
Email: info@pathwayestateplanning.co.uk
Telephone: 01926 351697
Post: 44 Oxford Street Royal Leamington Spa CV32 4RA
To help us investigate your complaint efficiently, please provide:
- Your full name and contact details.
- Any reference number or details of the matter.
- A clear description of your complaint.
- Copies of any relevant documents or correspondence.
- The outcome you are seeking.
Our Complaints Process
Step 2 - Investigation
Your complaint will be reviewed by an appropriate member of our team who has not been directly involved in the matter wherever possible. During our investigation we may contact you if we require further information or clarification.
Step 3 - Our Response
We aim to provide a full written response within 28 calendar days of receiving your complaint. If our investigation is likely to take longer, we will keep you informed of our progress and explain the reason for any delay.
- Our findings.
- Any action taken.
- Any proposed resolution where appropriate.
- Any further steps available to you if you remain dissatisfied.
If You Are Still Dissatisfied
If you remain unhappy after receiving our final response, please contact us and request that your complaint be reviewed.
Where appropriate, we will carry out an internal review.
If we are unable to resolve your complaint, you may wish to seek independent legal advice regarding your rights. This includes complaints in regard to how your personal data is handled.
If you wish to seek further advice or make a further complaint about how your personal data has been handled, you also have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK's independent authority responsible for data protection.
Website: https://ico.org.uk/
Telephone: 0303 123 1113
Where applicable, if your complaint relates to a regulated activity or service provided through an authorised third party, we will advise you of any appropriate external complaints process that may be available.
Our Commitment to Fairness
We will always:
- Treat your complaint seriously and respectfully.
- Investigate your concerns impartially.
- Keep your information confidential.
- Keep you informed throughout the process.
- Learn from complaints to improve our services.
Making a complaint
Making a complaint will not affect the way we continue to deal with you or the services we provide.
Recording Complaints
We maintain a confidential record of all complaints received. This enables us to monitor the quality of our service, identify recurring issues, and continually improve our business practices.
Contact Details
Pathway Estate Planning Limited
Email: info@pathwayestateplanning.co.uk
Telephone: 01926 351697
Address: 44 Oxford Street Royal Leamington Spa CV32 4RA
Business Hours: Monday - Friday: 9:00am - 5:30pm
Saturday: By appointment
Sunday: Closed
Appointments are available in person, by telephone, or via video call. Where possible, we will endeavour to accommodate appointments outside of our standard business hours to meet our clients' individual needs.
Client care
Need to raise a concern?
Please contact us and we will take it seriously.
Contact us