Review Time
This needs to be a zero-star review, not one.I have been in contact with this company since August 2024 regarding a certified copy of my late father’s Will. Despite following every instruction they gave us, we are still no further forward.After multiple emails and phone calls — many of which involved being on hold for over an hour — we were told to sign and submit forms of authority. These were signed by all beneficiaries, including the executor (my mother). After waiting a month with no sign of the Will, I chased again and was told they now needed to speak to my mother — a completely new requirement. This led to more delays, and when they finally spoke to her, they incorrectly informed her it was regarding probate and demanded £3,000, even though we never requested probate. My parents lived in Spain and had no UK assets; we only needed the certified copy to show to Spanish solicitors.My mother is vulnerable and referred them back to me. Since February, I’ve been dealing with this personally. After yet another hour-long wait, I finally spoke to someone helpful (Paul), who agreed something had gone wrong. I was transferred to another department, who said it was all a miscommunication and that the documents were now being prioritised and should be with me within two weeks.That was nearly three weeks ago, and still nothing. I chased again this morning (another long wait) only to be told that they hadn’t been sent off, and the last note on file said they needed to speak to my mother again. We are going round in circles. Now I’ve been told there’s a charge, which — while not entirely unexpected — has never been mentioned before. This is unacceptable, especially given the eight months we’ve spent complying with every request.What’s worse is that their communication is appalling, their internal notes seem inaccurate or incomplete, and there appears to be no clear process or accountability. Today’s call was just another round of being fobbed off — no manager to speak to, no escalation, no resolution.At this point, the company is obstructing the executor from accessing the Will — which is a serious legal issue. If this isn’t resolved immediately, I will be seeking legal advice. We are exhausted, distressed, and beyond frustrated. We have done everything asked of us, and this company continues to mislead, delay, and mishandle the case.The service is disgraceful, the communication incompetent, and the emotional toll on our family is unacceptable. I will also be submitting a formal complaint in writing
Update - an immediate reply on here - copy and paste reply which they think appeases the situation on a public forum. Shame your office team don’t have the same diligence!!! I will email and I will publicly share how far this complaint process goes - but am still contacting the ombudsman. Too many similar situations on here to ignore. Have no idea how you are still trading.. Shameful company - avoid. No progress in over 2 years - staff turnover is appalling - with each new solicitor assignment it goes back to the start. No ownership- no responses. I am considering next steps - ombudsman maybe or my own legal representation. Maybe that will shake them up to do what they are being paid for!!!
The only reason they get a star is because I can’t give zero.Communication is useless at best, service is abysmal service, supposedly they return emails / calls within 48-72hrs. However that is not the case, nearly two weeks later still no response and when you call up you don’t get to speak to who you need to but get to leave them a message. I actually wonder if the message is actually being taken down due to lack of anyone calling back.Lost paperwork within the office but claimed they had never received it even when it was sent special delivery, apparently it’s impossible for them to lose paperwork within in office but we proved otherwise. When I was in hospital I had to get them to email a member of hospital staff so that I could print, sign and return paperwork before a legal deadline passed, despite the fact it was sent in months before and they had confirmed it had been received in an email.No one wants to take ownership of a case if there is a problem to resolve it, god forbid your case handler leaves as it won’t automatically be covered by someone else without you chasing them for a progress report of what’s happening. This happened to us twice with people leave and the case was just dropped totally drawing out the process unnecessarily.We ended up taking them to the solicitors ombudsman and were successful, RLG then highest level punishment available imposed on them by the ombudsman.
Avoid at all costs! Misleading cold calls and terrible service.Right Legal Group repeatedly cold-called us, claiming they had a Will in storage for us. After multiple calls, I finally found the time to ring them back—only to be kept on hold for over an hour! When I eventually got through, they admitted they didn’t have any documents for us at all and instead tried to sell me their services.This kind of deceptive, pushy tactic is completely unacceptable. Preying on people’s concerns about Wills and Probate to lure them into a sales pitch is not just unprofessional, it’s downright unethical. If this is how they treat potential clients, I dread to think how they handle actual legal matters.Shocking experience—do not trust them with anything important!
Trying (without success) to retrieve a Will I am trying to retrieve my late mother’s Will from Right Legal. After my mother’s death I found out that the solicitors that originally drew up the Will had closed, and her Will and other documents were transferred to Simpsons Solicitors of 16 Stanier Way, Wyvern Business Park, Derby DE21 6BF (aka Right Legal Group). Right Legal hold the documents of a number of former solicitors.21 Jan 2025: at the insistence of Right Legal I had an online meeting with a Trainee Solicitor, sending her relevant ID documents (passport, Driving Licence & utility bill) by email and asking for the Will to be released. 06 Jan 2025: I emailed the Trainee Solicitor to ask her to chase the relevant department to release my mother’s Will. She replied to say she had chased them and suggested I emailed Document Management Team directly.10 Feb 2025: I emailed the Document Management Team directly to ask them to send me the Will as a matter of urgency.13 Feb 2025: Received an email from a Document Management Executive to say that a “form of authority” for the release of the document had been sent in the post.14 Feb 2025: Received an email from another Document Management Executive to say a form of authority was made and collected by Royal Mail the day before.20 Feb 2025: emailed to say I am still awaiting the arrival of the form of authority and asking them to send me a new form by next day special delivery.25 Feb 2025: spent over an hour trying various combinations of phoning - 01332 424511 - nobody answers. 25 Feb 2025: emailed to say I am still awaiting the form of authority to release my late mother's documents including her will. Asked if they could send the form by email.Sadly once I do eventually receive the form of authority I have been told to “please allow 28 days from the date of receipt of your completed Form of Authority and proof of identification for our team to release your documents.” I wonder how many chasing emails will be needed for that to happen. These delays are so stressful after the death of a loved one. In view of this poor service I am now looking at Law Society webpage: & Legal Ombudsman website
I'm trying to recover my recently deceased mother's will from this company. I tried to contact their documents team all yesterday afternoon and was consistently in a queue that did not move. I'm now trying again, having dialed in at 9:00 and have been waiting in first in line in a queue for 30 minutes... I'm still waiting...It's now 45 minutes waiting in this queue. There's clearly no one answering i this dept. Terrible, awful service! Giving up..... Update.... I finally got through to somebody by selecting a different option in the call steering. Once you're through, the staff are very helpful indeed. It seems there is no direct phone line to the document team, so basicaly if you select options 2,2 you're connected to a phone that's never answered! So top marks to the employees, but the system has serious problems!
NI was returning a missed call I received when answered I was number 3 inline 20 minutes later I number one in line I am now still waiting at 40 minutes no one answers . Total waste of time, just realised they could be at lunch but nothing to say so online or with the annoying message while I been waiting.
Our old will was transferred to the company in 2024 and as a result we were contacted to inform us. We were considering alterations and also Legal power of attorney and trust so after a video call we decided to use the company paying just short of £3000 for the work. This was started in January 2025. Since this time we have had numerous issues, the first draft of everything was so poor. Having pointed all the issues out we finally after numerous complaints received £950 refund after they accepted that the work was below that expected. Eventually after 12 months we received our amended wills. The rest of the work is still outstanding as I submit this review. A further complaint has been lodged and we await the result. We are now 14 months into the debacle and the lack of communication is really poor. Honestly I will say to anyone stay away from this company they are a shambles. If I could I would give them a minus.
Our old will was transferred to the company in 2024 and as a result we were contacted to inform us. We were considering alterations and also Legal power of attorney and trust so after a video call we decided to use the company paying just short of £3000 for the work. This was started in January 2025. Since this time we have had numerous issues, the first draft of everything was so poor. Having pointed all the issues out we finally after numerous complaints received £950 refund after they accepted that the work was below that expected. Eventually after 12 months we received our amended wills. The rest of the work is still outstanding as I submit this review. A further complaint has been lodged and we await the result. We are now 14 months into the debacle and the lack of communication is really poor. Honestly I will say to anyone stay away from this company they are a shambles. If I could I would give them a minus.
Everything went wrong that could go wrong. We engaged 'Millenium Legal' who outsourced us to Right Legal Solicitors. Despite a no chain sale we experienced repeated delays, blatant lies relating to when actions had taken place, blaming and avoidance tactics. Calls were ignored and emails I sent were 'never received'. Even in the face of written evidence.The solicitor was the most unprofessional, rude and arrogant person I have ever had to deal with and appears to be the only person in this company. Ironically, the same solicitor also runs the complaints department! Despite issuing a formal complaint to the company, as required by the Legal Ombudsman prior to making a formal complaint to the company, we have not received a response 6 months later. The company were engaged to manage the sale of a deceased estate, which made the situation much harder. I have now lodged the complaint with the Legal Ombudsman. Save yourself a whole load of stress and heartache.
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