Complaints Policy

What is a complaint?

A complaint is any time you're unhappy with our service or how we've handled something. This could be about the will-writing process, charity giving, our platform, communication from our team, or how we've handled your data.

If you're not sure whether to raise a concern, please do. We'd rather hear from you and help.

How to complain

By email: complaints@wewill.co.uk
By post: WeWill, Abstractis Ltd, 8 Spur Road, Cosham, Portsmouth, Hampshire, United Kingdom, PO6 3EB

Please include:

• Your name and contact details
• What happened and when
• What you'd like us to do about it
• Any relevant reference numbers

If you need this information in a different format, just let us know.

What happens next

We'll acknowledge your complaint

Within 7 working days, we'll confirm we've received your complaint and let you know who's handling it.

We'll investigate

We'll look into what happened, review the evidence, and speak to anyone involved. We'll keep you updated, especially if things are taking longer than expected.

We'll respond

We aim to give you a full response within 20 working days. Our response will:

• Address the points you've raised
• Explain what we found and why
• Apologise if we got things wrong
• Tell you what we're doing to fix it
• Explain your options if you're still unhappy

If we need more time to investigate properly, we'll let you know and give you a new timeframe.

If you're not satisfied with our response

We hope to resolve your complaint, but if you're still unhappy, you can take it further if your complaint is related to a charity will-writing offer.

WeWill is committed to the Code of Fundraising Practice and operates to the standards expected of fundraising organisations. You need to complete our complaints process before contacting either regulator.

Not sure which one applies?

It depends on where the charity you're supporting is registered. Typically, it will be the Fundraising Regulator, unless the charities is solely registered in Scotland. Contact us if you're unsure.

Data protection concerns

If your complaint is specifically about how we've handled your personal data, you can also contact the Information Commissioner's Office: 0303 123 1113 or ico.org.uk

Learning from complaints

We take every complaint seriously. We keep records of all complaints, review them regularly to spot patterns, and make changes to improve our service. Your feedback helps us get better.

Anonymous complaints

We'll look into anonymous complaints where we can, but without your contact details we can't ask you questions, keep you updated, or let you know the outcome. We encourage you to share your details so we can investigate fully and respond.

Contact us

complaints@wewill.co.uk
WeWill, Abstractis Ltd, 8 Spur Road, Cosham, Portsmouth, Hampshire, United Kingdom, PO6 3EB
wewill.co.uk