Customer care Mandate

Customer Care Mandate

Our aim is to put our customers’ needs at the heart of everything we do. We want you to receive the very best service at all times.
We are committed to excellence in customer care, and customer satisfaction is at the top of our priorities.
We provide a personal service to each of our clients, and have a standard of customer care that we are proud of.

We guarantee;

To answer each call within 3 rings or during out of office hours, you can leave us a message.
To deliver a friendly and efficient service responsive to your needs.
To reply to all emails received before 3pm, on the same day.

We are committed to giving our clients high quality legal advice and customer care. In the unlikely event you are unhappy with the service you have received from Lifetime Legal Services, please tell us.

Please bring this to the attention of our Customer Support Team who can be contacted on 0800 4096119 or email admin@lifetimelegalservices.com. If after that you are still not happy, we offer a 3 stage Complaint Process with the aim of resolving matters satisfactorily and promptly.

However, if at any stage you feel you haven’t received a satisfactory response to your complaint you are entitled to contact The Society of Will Writers Complaints Department, Chancery House, Whisby Way, Lincoln, LN6 3LQ.

Complaints Procedure

Step 1

Telephone or write to us as soon as possible. We will try to provide a suitable solution for you. Your complaint will be acknowledged within 48 hours and a full response issued within 7 working days from the date of this acknowledgement. If we are unable to provide a response within 7 working days, we will let you know and keep you informed of any progress.

Step 2

If you are not happy with the outcome and you feel your complaint has not been resolved to your satisfaction, then tell the person you have been dealing with and they will ask for the Customer Care Manager to review your concerns. You will be notified of who will be dealing with your matter within 48 hours and you will receive a full interim response from the Manager within 14 working days from the date of this acknowledgement.

Step 3

If the Manager fails to deal with your complaint to your satisfaction, or at any time throughout the complaints procedure, you are entitled to raise the complaint directly with The Society of Will Writers Complaints Department, Chancery House, Whisby Way, Lincoln, LN6 3LQ.