Complaints
We hope you never feel the need to use this page. Everything we do is focused on getting things right — and where something does go wrong, on resolving it quickly, honestly, and without fuss.
Our approach to errors
Mistakes happen — on both sides. If we make an error, we fix it. If you provide us with incorrect information — a name spelled wrongly, a date that needs updating, a detail that's changed — we'll correct it the first time as a gesture of good will. Beyond that, accuracy becomes a shared responsibility. The documents we prepare are only as correct as the information we're given, and we'd always encourage you to review everything carefully before it's finalised.
The relationship
Redwood Estate Planning exists to help people who value considered, honest guidance — and that works best when there's genuine mutual respect on both sides. We're committed to everyone we help, and we take that seriously. We reserve the right to decline to assist anyone where we feel, in good conscience, that we aren't the right fit for each other — whether that's at the outset or at any point along the way. This isn't something we do lightly, but it's something we think it's important to be upfront about.
"We're here for the people who value what we do — and we think that's a reasonable thing to ask on both sides. A good relationship, built on trust and honesty, is the foundation of everything else."
If something isn't right
If you have a concern — about the guidance you've received, the way something was handled, or anything else — please tell us. We'd far rather hear about it and have the chance to put it right than have you feel let down without resolution. The steps below set out how we handle complaints, and what further options are available if we're unable to resolve things between us directly.
How to raise a complaint
Come to us directly
In the first instance, please raise your concern directly with us. All complaints are handled personally by Aaron Flack, Founder of Redwood Estate Planning — there's no complaints department, no automated response, and no one else in between. This is always our preferred starting point, and most concerns can be resolved quickly through a direct, honest conversation.
info@redwoodestateplanning.co.uk
Phone
01920 481 299
Post
Redwood Estate Planning, North Cottage, Stanstead Road, Ware, SG12 8PS
You'll receive an acknowledgement within 3 working days of your complaint being received, and a full written response within 28 days. If more time is needed, we'll explain why and give you a revised timeframe.
Mediation
If we're unable to resolve your concern between us to your satisfaction, the next step is mediation — an independent, structured process where a neutral third party helps both sides reach an agreement. It's generally quicker, less formal, and less costly than other forms of dispute resolution, and we're committed to engaging with it openly and in good faith. We'll provide details of an appropriate mediation service at this stage.
Further resolution
If mediation doesn't resolve matters to your satisfaction, we'll identify the most appropriate next step together, depending on the nature of the concern. We're committed to reaching a fair outcome and will always be transparent about what options are available.
Timescales at a glance
Acknowledgement of complaint - Within 3 working days
Full written response - Within 28 days
Escalation to mediation - If unresolved after written response
Further resolution - If unresolved after mediation
A note on regulation
Will writing and estate planning are self-regulated activities in England and Wales — there is no statutory regulatory body governing this profession, and no legal requirement to hold membership of any professional organisation. What protects our members is the experience, personal accountability, and professional indemnity insurance of those providing the guidance. We keep a record of all complaints received and how they were resolved, and use this to continually improve.
"If at any point you're unsure about the process or where things stand, please don't hesitate to get in touch. We'd rather talk it through than have anyone feel uncertain about where they are."