1. Institute of Professional Willwriters Alternative Dispute Resolution (ADR) Service

In the vast majority of cases, clients of our Members receive excellent service. 

Occasionally, if our Members don’t get it right and if a client is not happy with any aspect of service provision, Members are keen to know about it. Not only does it allow them to rectify the situation, they will then also be able to ensure the same problem doesn't happen again.

 If a client isn't happy, in the first instance, they should write to the firm concerned. They should be able to find the name of the professional and their contact details on the contract/Terms of Business/Letter of Engagement that are provided to all clients. 

Clients should not contact the Institute or use the ADR service until they have given the firm or the professional the opportunity to put things right. 

 The Institute’s Code of Practice requires that letters of dissatisfaction should be acknowledged within 5 working days and will include information about how the issues that have been raised will be dealt with. The firm then has a total of 56 days to complete an investigation and respond to those issues. 

 If a client isn't happy with this response, they can refer the matter to IPW Alternative Dispute Resolution (IPWADR).

This can be done by completing the questions on the following online form, or in writing by completing a paper application form.

Clients can elect to pursue the matter through the courts, irrespective of whether they have followed any or all of the above procedures.

More information about IPWADR can be found here.