The Legal Ombudsman has shared details of the complaints it received about wills and probate in 2025/26.
In its annual report published earlier this month, the LeO revealed complaints had risen by 37% overall, with an increase of 3,812 taking the total to 14,259. Wills and probate accounted for 13% of the increase. The ombudsman has now shared further detail about the types of complaints it received about wills and probate.
Complaints relating to power of attorney had the highest increase, up 63% since last year. One of the main issues in power of attorney complaints was delays caused by errors in documentation and, in some cases, lost paperwork.
“However, it is important to clarify here that service providers must verify the consumer’s identity before releasing documents; the onus is on the consumer to ensure that ID is provided,” the LeO said, adding some complaints related to consumers not providing identification.
Complaints relating to will drafting were up by 47%, including errors in documentation, with consumers telling LeO that they had identified errors they believed the service provider should have noticed. “Complaints about errors in documentation that arise after death often become more serious, as they can have lasting consequences for beneficiaries and estate administration”, the LeO said.
Other complaints related to issues with wills not being finalised, executed or reviewed promptly, leading to disputes over additional charges.
There was no change in complaints relating to trusts, and probate complaints saw an overall decline of 3% compared to 2024/25.
Overall, a quarter of consumers (25%) said they had not received a response to their complaint from their service provider, which the LeO said indicates too many service providers are not to be following their regulatory obligations with respect to complaint handling.
The same core service issues continue to drive complaints across different areas of law, with communication and delay accounting for 46% of complaint types.
Across most areas of law, complaints were linked to consumers feeling unclear about what was happening, why decisions were being made, or what they were being charged for.
“This points to a continued need for service providers to set clear expectations at the outset, provide regular updates, explain advice and next steps clearly, and address concerns before they escalate,” the LeO said.
The LeO has shared a spotlight on wills and probate with further information about the drivers of complaints and effective handling.
