Larktree

Making a complaint

Last updated 3 November 2026

We want to get things right for you. If we haven't, please tell us: every complaint is read by a senior member of the team, and we use what you tell us to put things right for you and to do better for everyone else.

1. How to complain

You can complain in whichever way suits you:

  • By phone: 0800 123 4567, Monday to Saturday, 8am to 8pm.
  • By email: [CONTACT EMAIL].
  • By post: Complaints, Larktree Ltd, [POSTAL ADDRESS].
  • From your account: send us a message from the will or LPA it's about.

It helps us if you tell us your reference (it starts LRK-), what went wrong, and what you'd like us to do to put it right. If you need us to make any adjustments, such as writing to you in large print or speaking to someone on your behalf, just say.

Someone else can complain for you, such as a family member or an executor, if you tell us that you're happy for them to. After someone has died, their executors or personal representatives can complain about the service we gave to them or to the person who died.

2. What happens next

  • Within 3 working days we'll acknowledge your complaint, tell you who is looking into it, and check we've understood it.
  • Within 14 days we aim to send you our full answer: what we found, whether we agree we got it wrong, and what we'll do about it.
  • If it's complicated and we need longer, we'll tell you why and when you'll hear from us, and keep you updated at least every 14 days.
  • Within 8 weeks at the latest you'll have our final response.

If we got something wrong, we'll say so, apologise and put it right. That might mean correcting and reissuing a document free of charge, refunding some or all of what you paid, or another remedy that fits what happened.

Making a complaint never affects the service you get from us, or your legal rights.

3. If you're not happy with our answer

If you're unhappy with our final response, or we haven't given you one within 8 weeks, you can take your complaint further:

  • [CODE OF PRACTICE BODY]: [REGULATORY STATEMENT]. You can ask them to look at your complaint once you have our final response.
  • Alternative dispute resolution: [ADR PROVIDER] is an independent body that can help resolve a complaint about our services. We'll tell you in our final response whether we agree to use it.
  • Payments: if you paid by card and think you've been charged wrongly, you may also be able to ask your card provider for a refund (a chargeback).
  • The courts: you can always take a claim to court, for example through the small claims track for amounts up to £10,000.

Free, independent advice on your consumer rights is available from Citizens Advice (0808 223 1133).

4. Who regulates us

Writing wills and preparing lasting powers of attorney are not activities reserved to solicitors in England and Wales, and Larktree Ltd is not a firm of solicitors. We are not regulated by the Solicitors Regulation Authority, so the Legal Ombudsman can't consider complaints about our will-writing or LPA services.

[REGULATORY STATEMENT]

How we look after your personal information is overseen by the Information Commissioner's Office. If your complaint is about your personal information, see our privacy policy for how to contact us and the ICO.