Complaints
Capacity Marketing for Charities (Capacity), the organisers of the Free Wills Network (FWN), is committed to providing a helpful, transparent, and prompt service to members of the public and organisation partners. We hope that every user of the FWN will receive a positive experience, but should you be in the position where you wish to raise a complaint, please read the following to understand what role, if any, Capacity can take in the process and the steps you should take to raise the complaint.
A complaint against a solicitor
Capacity’s Role and Limitations
Capacity acts as an administrative bridge between organisation partners, their supporters, and participating solicitor firms. We aim to support all parties in a professional and timely manner. However, it is important to note:
Once an individual engages a solicitor to have their Will written, they enter into a direct relationship with that law firm and are bound by the law firm’s Terms of Business;
Capacity do not and cannot interfere in legal matters, advice, or disputes; and
Any legal concerns, service complaints, or billing disputes must be addressed by the individual directly with the solicitor/law firm.
Where possible, Capacity will:
Assist with basic queries and process clarification;
Prompt solicitors for responses if individuals have not received adequate communication with regards to making an appointment or to chase a draft Will; and
Direct individuals to the law firm’s formal complaint procedure and the relevant regulatory or complaints body when required.
Should you wish to make a complaint against a solicitor or law firm who is part of the FWN, your first step should be to follow the law firm’s complaint procedure. This is usually available on the law firm’s website but will also be available on request from the firm.
If you are unable to resolve your complaint satisfactorily through the firm’s complaint procedure, you may wish to escalate it to a relevant body listed below.
Republic of Ireland
Legal Services Regulatory Authority (www.lsra.ie)
A complaint against Capacity or the Free Wills Network
Although Capacity takes extreme care with your personal data, should you wish to make a complaint about how your data has been handled you can do so by following the guidelines provided by the Information Commissioner’s Office.
Should you wish to make a complaint about anything else, please direct your complaint to the relevant email address below.
Capacity Marketing for Charities – complaints@capacitymarketing.com
Free Wills Network – complaints@freewillsnetwork.ie
You will receive a response within two working days, and where appropriate, we will undertake a full investigation and provide an official written report within five working days outlining our findings and proposed solution.