Rightlegalgroup Avis 105

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.

My father passed away in May of 2023 and a few weeks later we learned that the solicitor that had written his will had retired and the records from that practice had been bought by Right Legal Group in Derby.

The initial contact seemed OK, but things started going downhill, fast. The first invoice had me, as an executor, marked down as the deceased. Further emails from them were riddled with spelling mistakes and bad grammar. My brother's surname was missing from my mother's updated will and so a new will had to be issued and we once again had to get new witness signatures, at great inconvenience to everyone.

We were told early on in 2023 that Right Legal had contacted all asset providers. We soon learned this was not the case and there was one asset provider who I had previously worked for, that they were completely unaware of. The provider told me that Right Legal Group had only got in touch after I chased them and then never responded to the requests of the asset provider. This made me doubt Right Legal Group's honesty and doubt the veracity of their statements. When I contacted other providers it was the same story. They were still waiting to hear back from Right Legal Group.

Roll on to February 2024 and I enquired as to the status of the grant of probate. I was told it takes 16 weeks. I am aware that UK probate can take a year due to a backlog so I gave them some slack. My father had been dead 16 months, before I said enough was enough. I contacted RLG in September 2024 and learned that we had been given a new case handler. She told us that Probate had been granted in April. If that was the case then why did nobody contact us before now?

She told us that they were awaiting the closure of 4 accounts. 1 bank, 2 building society and 1 financial institution. So my question is, why does it take 9 months to close down 4 simple accounts? It's nonsense and it's a bold faced lie by Right legal Group, because when I contact these institutions, the answer is always the same. "we're waiting to hear back from Right Legal Group" or we haven't heard from them at all.

My bereaved mother has been surviving on the state pension and is struggling to maintain an energy inefficient house that needs urgent repairs and is too much for her now.

Right Legal group even admitted that they are already sitting on £125k that they could release. Yet when I chased them up in October 2024 there was nothing but silence. Here we are, 2 weeks away from Christmas and not a word! They are a disgrace.

If you find yourself in a similar position, move your wills and other legal documents to another provider without hesitation.

You also have to ask yourself why Companies House issued this First Gazette Notice on 22/10/2024.

08276948 Right Legal Group Limited

"The Registrar of Companies gives notice that, unless cause is shown to the contrary, the Company will be struck off the register and dissolved not less than 2 months from the date shown above.

Upon the Company's dissolution, all property and rights vested in, or held in trust for, the Company are deemed to be bona vacantia, and will belong to the Crown."

As a final note, I never did receive a copy of the grant of Probate from Right Legal Group, so had to purchase it myself from the government website. Useless.

They send letters to addresses I have never lived at then they send letters to an address I lived at 40 years ago. They They send letters to my stepfathers address who has dementia, he files them away. They will not release my mothers will that is allowed in my mothers POA. They also keep on wanting money for the release.of documents. No person wants to be responsible for the mess ups... just sorry...sorry is not good enough.
Probably the worst legal group I have ever delt with.

At this moment in time I have been on hold for 55 minutes ....not happy..

As POA they will not use my home address.

Avoid this company at all costs. For the past year they have broken promises, not told me of hidden costs amounting to approx £2300; given poor excuses for work not completed when promised, even sent me another clients paperwork for me to sign stating I was responsible for their estate! The only way I got closure was to threaten that I was going to the Ombudsman. Their "front" high street business is Simpsons.

Very quick turn around with house auction sale but managed to complete on time with no delays, great value for money.

I started probate with this company in February 2021 following the loss of my Mother….YES over 3.5 years later and STILL NO FURTHER FORWARD! Dozens of solicitors later we are still unable to have closure. They sent my case to another solicitors without informing me or asking for consent. That company went into liquidation and all our files were lost! There was a 30k discrepancy in my final owed funds- still not resolved.
Hundreds of calls, emails, several formal complaints n NOTHING! My mental health is rock bottom- my family do not know where to turn.
DO NOT use this company- their service is appalling, communication is utterly disgusting and the staff turnover is immensely high.
My next steps are to go to the media.

They took away 8000 and a quarter pounds from my bank account!? And left me with considerably less to live on and pay my everyday bills!? Including my dearly departed mother's funeral standing order monthly bills to which I am still paying for. We (My sister and I) had very poor consul from them at the beginning (We started to apply for Probate through them on the 7th of December 2023!) of us discussing the Probate (They also lost the original Title Deeds to our property?!) and the second solicitor (Our first solicitor left the company not long after our first initial reading of the Will and probate discussion) whom we had told us that the money would be taken out of our end and after our property sale. (Our mother passed away and we were the executors) and we decided to sell the property. Our second solicitor was uncontactable for a majority of the time and he seemed to be always ill (Perhaps he had a medical condition?). Although later it did transpire that he did most of the probate letters of administration work? We were assigned a new third solicitor from this same company she was considerably better..and they responded to 'most' of our emails anyway on our probate though..but the main issues with them was the inaccurate information we had from our second solicitor in telling us that we would only have to pay these fees at and the end and after of our property sale completion..as this has left me with really considerable money issues and stress..and still no end in sight to our probate completion. Our solicitors sent the Probate Letters of Administration on the 6th of June 2024 to Newcastle Probate Registry (Don't know why Newcastle as we live in Bristol!). Our buyer keeps demanding reductions all the time on our property, at present 1000 pounds for every month wait on our probate which is very annoying and losing us considerable amounts of money for every new month wait for probate completion. We were told by Right Legal (By our present solicitor's administrator or secretary?) that the registry would only take '2 to 3 weeks' for probate completion?!..but then they told us not long after that, it would be 20 to 25 weeks wait!? Our buyers been waiting for many months to move in, but he can't until our probates been completed, and because of this we are very worried that he may withdraw, and also I could lose my intended property purchase too! Myself, and also my sister keep on asking them in the past several weeks anyway for a 'specific date' or at least a 'timescale' of Grant of Probate completion so we could tell our estate agent and the buyer..but none is ever given to us!:( Hope Right Legal Group Wills & Probate improve..ps..although now it's been a few months ago we never did get from our probate solicitor (IF) as they told us that we would get at the end, a full detailed itinerary run down of costs from our probate solicitor (IF)? To which altogether including the above mentioned sum.. I had to pay a staggeringly around ten thousand and a quarter pounds for their services!?:(

I completely endorse Susan's review. I experienced endless delay trying to obtain a Form of Authority to get my Will and POA back. They say it will take up to 28 days once they have this form back, but you just try getting the form to start the process. A string of calls locally and to the main office and endless waits for the post to deliver the endlessly not arriving forms that were to be sent out that day. So in total frustration I explained the situation I was in on Google and a immediate reassurance it would be looked into and the form does indeed arrive. I have my documents and the lasting impression of total corporate indifference to that inconvenient person, their customer. At 72 I got my form but I'm left with the worry what if I had been a bit older and met this level of service would I have just given up?

Avoid this organisation at all costs. I hired them to help me prepare the probate application for my late uncle. They delayed the process, vital documents which I had hand-delivered were lost, and their compliants team just fobbed me off with we are "still looking for your documents" 5 months after they were lost. Astonishingly poor communication, customer service and value. Wish I had checked their TrustPilot ratings before I'd hired them. Would love issue to be resolved, but sadly, it has not. Note their response is “please contact our complaints team”. That would be the same complaints team that haven’t replied to my last two emails.

I will be in contact direct with the companies Complaints Department.

Recommended to us by a mortgage advisor to sort out our power of attorney documents. Took a few goes to spell all our names correctly, which was our first red flag. Eventually got our final documents and then had to send them back because they’d sent us the originals rather than certified copies. I’d summarise the service as well-intended but inept.

Quite possibly the WORST company, customer service, and least compassionate company I have ever dealt with. Avoid this company at all costs. I have written a formal complaint and taken it to the legal ombudsman and suggest countless others do the same. Dealing with my late grandmothers estate which is relatively straight forward, I wish I had opted to do this work myself being a complete beginner, it will be 3 years since she has passed this August and we are still going through the motions with this useless company. Consistently lied to, informed of wrong dates, being told different timelines on when things will be completed, letters going to the wrong addresses, addressed to the wrong people, errors in simple administrative tasks, and 100’s of missed calls and unanswered emails with absolutely no response. As someone who is in a time of need and great distress this is not the company to deal with at all, couldn’t have made this time in our lives more difficult. The complaints team and process is abysmal, offering a petty £150 off their huge bill, and still to this day not fulfilling their promises for the outcome of the complaint. Someone really needs to give this companies head a wobble, how they are still in business I have no idea. Good luck!

I received the standard response from this company as I should try to contact you to resolve the problem, as usual, no response to multiple calls and emails.
This seems to be an ongoing problem with this company if you look at all the reviews.
Please don’t send me the standard response, contact me as I have asked numerous times.

Mandy ridgeway was extremely professional. i explained all the issues about my late mothers will, Mandy helped me sort out all the complications and resolved them. During the call she was kind understanding giving good clear advice . would recommend

Whilst our probate application is still ongoing the support we have received from Harley Shaw has been outstanding. His tenacity in trying to solve outstanding issues is amazing, his communication is second to non and has been fabulous in keeping me updated. He is definitely a credit to Right Legal.

Shockingly bad customer service. Very difficult to contact anybody, staff lie and are obstructive. Avoid at all costs.

The Generic cut and paste response from Right Legal is typical....they do not answer the phone / put you through to a number which is not answered and no answerphone, they ignore messages sent via the Contact Us tab on their website, and when you do get through to someone they refuse to give you the complaints email address