T&C'S

Acuity Will Writers & Estate Planning Consultants (hereinafter referred to as “the Company”) are members of the Institute of Professional Willwriters (hereinafter referred to as “IPW”) and it is mandatory that it operates in accordance with the IPW Code of Practice, copies of which are available (in written or audio format) free of charge either from the Company or from the IPW at the address overleaf. Any instances of non compliance with the IPW Code of Practice should be addressed to the IPW. The purpose of these Terms of Business is to explain to you what your rights and obligations are and what rights and obligations the Company have. The terms of this agreement are governed by English laws and any dispute shall be resolved within the jurisdiction of the courts of England and Wales.

Both the Company and the IPW are keen to ensure that the Company provides its services to the highest standards within the profession and in compliance with the Code of Practice. We would be grateful if you would spend a few moments completing an on-line questionnaire at www.ipw.org.uk/feedback. Alternatively a paper version of the questionnaire can be obtained from the Company or the IPW at either of the addresses overleaf.

1. Fees: The Company’s fees for writing Wills and for any additional products or services are sent to the client prior to any consultation.
2. Our obligations:
a) The Company usually operates a two visit system.
i) The first visit is to discuss your situation and your requirements and to obtain as
much information as possible to enable us to draft your documents.
ii) A second visit will be arranged (if within 25 miles radius of the office) to return
your documents, to explain them to you so that you can be sure that they meet
your requirements and to supervise the signing of them.
b) The Company is obliged to give you best advice. In some cases this may require
additional products or services, provided at extra cost either by the Company or
another company recommended by us. You are under no obligation to take up any
product or service, but the Company may require you to sign a disclaimer if you
choose not to follow the advice provided by the Company.
c) The Company may require you to sign a disclaimer if you instruct us to draft any
product or service in a way that is contrary to our advice.
d) Any advice that is given by the Company is based on its understanding of law,
practices and procedures at the date of this agreement. The Company is not
responsible for any consequences arising from any future changes in law, practices
or procedures.
e) The Company has Professional Indemnity Insurance of £2 million to cover claims
and losses worldwide (except in the United States and Canada) arising as a result
of any negligent act by it. The policy is currently with Vision Underwriting Limited
and is arranged by Johnston Park McAndrew of 5th Floor, Trinity Point, New Road,
Halesowen B63 3HY.
f) The Company has Public Liability Insurance of £5 million to cover claims and losses
or damages worldwide (except in the United States and Canada) arising from action
by it. The policy is currently with Vision Underwriting Limited and is arranged by
Johnston Park McAndrew of 5th Floor, Trinity Point, New Road, Halesowen B63
3HY.
g) The Company reserves the right to withdraw from any transaction if it is unable to
complete any transaction in whole or in part but if it does so, it will write to you
immediately and you will not be liable to pay any fees.
h) The costs of correcting any error or omission on the part of the Company shall be
borne entirely by the Company.
i) The Company will not accept responsibility for ensuring the validity of your
documents where the attestation service has not been supervised by an agent of the
Company. The signing of your documents must be carried out according to the law
of England and Wales in order for your Documents to be valid.
j) The Company may inform your Executors, Trustees, Guardians and Attorneys of
their appointment and send them information of their responsibilities along with an
option for them to request an information pack on the full services of the Company
and other associated Companies unless expressly forbidden by you in writing.
k) The Company will maintain client files for a period of 6 years after your death, or for
a period of 6 years after you have notified us in writing that your document(s) have
been revoked, whichever event occurs first.
l) The Company will provide advice free of charge in matters relating to this
transaction for its lifetime.

3. Secure Storage
a) Where the Company offers a Document Storage Service, the Company does not
accept any liability or obligation to advise you of any changes in legislation or
taxation which may affect you either directly or indirectly and which may necessitate
a review of your Documents. All Wills should be reviewed every three years and on
the occasion of any material change in your circumstances, such as divorce,
marriage, the birth of children or the inheritance of a large sum of money etc.
n) Where the Company offers a Document Storage Service paid for by Standing
Order, the Company will accept a cancellation at any time, but no part refund will be
made for any unused periods. You may cancel by writing to your bank and sending
a copy to the Company at their postal or email address.

4. Your obligations
a) The validity, accuracy and suitability of any documents that we provide will partly
depend upon the honesty, completeness and accuracy of your answers to our
questions. The Company therefore requires you to be open and honest with the
information that you provide to us. The Company is not responsible for any
consequences arising from inaccurate or incomplete information provided by you.
b) To provide sufficient evidence of your identity to enable the Company to confirm
your identity and/or comply with Money Laundering Regulations.

5. Timescales
a) Your completed documents will be available for signing no earlier than 7 days
and no later than 14 days from the date on which the Company has all the
information it requires to complete your documents.
b) In the event that the Company is unable to meet the above timescale then you
will be able to renegotiate this agreement or you can cancel it without any
obligation to pay any fees.
c) If you are unable to provide all of the information that the Company requires to draft
your documents within 28 days of this agreement then you will be liable to pay half
of the total fees on the 28th day after this agreement. Any fees paid at this time will
be deducted from your final invoice.

6. Payment
a) Payment will be required in full, on completion of the documents to your satisfaction.

7. Complaints
a) If you are not happy with any aspect of service provided by the Company, you
should first of all contact our General Manager, Barry Rushby whose telephone
number is 01522 821571.
b) If you wish to make a complaint about any aspect of service provided by the
Company, you must, in the first instance write to our General Manager, Barry Rushby
at the address below. He will acknowledge your letter within 3 working days of receipt
and then investigate the circumstances of your complaint and write to you with the
results of his investigation within a further 28 days. If you are not happy with the
results of the investigation by the Company, you can write to the Institute of
Professional Willwriters at their address below, who will instigate a Conciliation
Process to help you and the Company to reach a mutually satisfactory agreement.
c) If you are not happy with the results of the Conciliation Process or if you choose not
to take up the Conciliation Process following any investigation by the Company, you
can write to the Estate Planning Arbitration Scheme (EPAS) at the address below
who will then investigate your complaint and make a formal judgement but there will
be a cost to you if you take this option.
c) These complaints’ procedures do not prevent you from seeking other means of
redress.

Acuity Will Writers Institute of Professional Willwriters
36 Fiskerton RoadTrinity Point
Cherry WillinghamNew Road
Lincoln LN3 4APHalesowen B63 3HY
Telephone 01522 821571Telephone 0845 166 2457
www.acuitywillwriters.co.ukwww.ipw.org.uk
enquiries@acuitywillwriters.co.ukoffice@ipw.org.uk

Estate Planning Arbitration Scheme
IDRS Limited
70 Fleet Street
London EC4Y 1EU


Please delte as required:
I/WE DO/DO NOT give consent for my/our details to be passed on to the IPW to enable them to monitor compliance with their Code of Practice and to test levels of customer satisfaction.
I/WE DO/DO NOT give consent for MY/OUR details to be passed on to any third party individual or organisation who the Company believes would offer services that would be of benefit to us – such as financial planning.

It is important that you read and understand the above terms that will apply to this agreement before signing. If there is any term that you do not understand or do not wish to agree to, then please discuss it with Acuity Will Writers before signing. Only sign if you wish to be bound by these Terms of Business.


Signed: ……………………………………. Signed: ………………………………………….


Print Name: ………………….………..…. Print Name: ……...……………………………….


Date: ………………………………………. Date: …………………………………………….

NOTICE OF THE RIGHT TO CANCEL:

a) You have a right to cancel this agreement with Acuity Will Writers within 7 days of
the date of this agreement by writing to the Company at the postal address or the
email address below and you will not be required to make a payment.
b) You can cancel this agreement with Acuity Will Writers later than 7 days after the
date of this agreement by writing to the Company at the postal address or the email
address below. Unless the cancellation is due to a delay on the part of the Company
that is beyond the timescale referred to in section 5a, you will be liable to pay half the
full fee.
c) You can use the cancellation form attached to this agreement. Where a notice of
cancellation is posted, it is recommended that it is sent by Recorded Delivery;
however cancellation will be deemed to be served as soon as it is posted or sent to
us.
d) The Company will acknowledge receipt of notice of cancellation in writing within 14
days.
e) You can request in writing that the Company can start work on your documentation
on a date before the expiry of 7 days of the date that you give us information to
enable us to complete work for you. Should you subsequently cancel the contract
within 7 days of the date that you first give us information to enable us to complete
work for you, you may have to pay for any work that was carried out on your behalf
before you cancelled in accordance with the reasonable requirements of the
agreement.

If you wish to cancel this contract, YOU MUST DO SO IN WRITING and deliver it
personally or send it (which may be by electronic mail) to Acuity Will Writers at the address above.