We were initially introduced to Wills & Legal Services via the Air Ambulance charity route. My father sought to have his will arranged with them, and shortly after I followed, my father's will was straightforward, with the majority of work being done by me in the article of wishes.
My will however, quickly led to a bill with trusts etc, however, the reason I am here today to write this review is that my father requested amendments to his will; nothing to complicated just a few names to be removed with an additional note about his status.
I drafted a very clear and precise set of instructions and submitted it to WLS for revision along with the requested £75.00 amendment fee!
A few weeks passed and I received what was said to be his revised draft will for checking and approval, I started to read and check the will and I was totally confused, the content made no sense! I quickly realised they had got my will and my fathers will mixed up and put them both together in a blender and produced a mess, sadly I was so angry and confused I shredded it and contacted WLS via telephone to discuss and try to get some answers how this happened, I cant say I received a satisfactory answer but I was reassured if I resend the amendments it would all be rectified.
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See this response I sent to easier understand the gravity of the situation:-
Email Sent:
I am writing regarding the amendments requested to my father’s will on 13 December, for which I paid £75.00.
To be honest, I am unsure where to begin as the situation has become extremely concerning. The amendments requested were minimal but important. However, the revised documentation I received in January was very confusing and appeared to contain multiple errors. Unfortunately, due to how unclear and disordered it was, I disposed of the covering letter and copy of the will. Following this, I contacted your office by telephone and discussed the issue. During that conversation I was advised that the confusion may have arisen because my will and my father’s will share the same name and have only two digits difference in the URN reference number.
However, when I visited my father this past weekend, I reviewed the latest revised will under case reference 134679 and found it to be even more confusing than the previous version. The document appears disorganised and does not reflect the amendments that were requested. In fact, it seems to have reverted to wording from an even earlier revision rather than incorporating the changes submitted in December.
As things currently stand, I am unsure how to proceed. I have unfortunately lost confidence in the service provided, and given my father’s age and condition, it is deeply concerning that his will may currently be in an incorrect or unusable state should anything happen.
At this stage I am considering whether it would be more appropriate for the will to be rewritten entirely to ensure the necessary amendments are correctly incorporated.
Given the repeated errors and unsuccessful attempts to amend the will, I would also like clarification on whether we are entitled to a refund for the £75.00 fee paid for the amendments.
I would appreciate your urgent attention to this matter and a clear explanation of how this situation will be resolved.
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Reply by:WLS
Thank you for your email and for taking the time to explain the difficulties you have experienced. We are very sorry to hear how concerning and frustrating this has been for you.
We would be very happy to give you a call to go through all of the required changes in detail. This will allow us to clarify exactly what amendments are needed and ensure that both your father’s Will and your own are drafted correctly and clearly.
We can confirm that the Wills are still at draft stage, which means we can make any alterations free of charge to ensure both documents are fully accurate and suitable for you and your father. Once we have discussed the amendments with you, we will produce revised drafts that reflect your instructions in full.
In relation to the £75.00 amendment fee, a refund would not be due, as the work instructed has already been completed up to draft stage. However, we will of course make all further changes without any additional cost to you.
Please let us know a convenient time for us to call you so that we can resolve this promptly and ensure the documents are in the correct form
I did finally get my refund and I now have a new will for my father, there is a lot more detail but limited space to show all.
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