Co-Op Legal Services

“DO NOT BE DRAWN IN BY SALES WHEN YOU ARE VULNERABLE.

We now feel this is the case. We were advised by Barclaycard to accept a referral to the Co -Op legal services for Probate. Brian the Consultant (Salesman)who phoned us and promised if we were not happy with a case Handler for the probate of my Brother’s estate we could simply ask for a new Handler “1st wrong response “. This is not the case as we have found out. Personally we don’t have a problem with Priya the case handler as a person. However, we were not told our Case handler would be a Part Time employee and only available Monday to Wednesday. Making it very difficult to have contact when you need it. The next untruth was in an email from Priya, if she was unavailable you could contact the number and any one in her team would help! We have tried several times and told either you have rang the wrong office or you will have to call your Case Handler!!!! If you don’t have an Ext number that Works you can wait for well over an hour. I have given Brian the salesman opportunity to put this right, and he has communicated with Priya and the TEAM LEADER Erin well that has not worked if anything it has got Erin’s back up from the email I received from her. I’ve gone on enough. I do hope if anyone is monitoring feedback they may want to help to solve this problem. I will state, I have informed Brian the Salesman by Email I will do this . UPDATE SHAME ON YOU Following on from above on 18th May 2026 Co-Ops Stacey Technical Performance Lead, Probate Operations. Terminated our contract. We thought she was calling to sort the problems out. First when she finally called I told her I was going to Record the call. Straight away she said she was not happy with that and she would rather make notes, I asked why when she said Ok. I contacted complaints after receiving a reply from Co-Op complaints when I posted our 1st feedback. Firstly I had a email reply from Julia, Complaints manager! Which I replied to asking for a phone call. I received an email back saying she would call Monday 18th May. Then I received another email from her. (I have been made aware that your concerns have been escalated to our Senior Team Leader, Stacey, who will be contacting you regarding the issues you have raised.) Then after a few emails on Friday 15th May Stacey sent me another Saying I had been abusive ! The only word I used was “USELESS” about my Case handlers Team Leader Erin. ( Look up the meaning for USELESS). And that sums up the service we got. Also be aware of sales talk from there salesman Brian . When you are morning a loved one you have cared for through many years of illness. This is the last thing we needed. I’m not going on any more. Co-Op shame on you.

• Communication

“We went with the Coop Legal Services and their wraparound fixed-price probate package in relation to my late mother’s estate.

It was not cheap but the sales person told us that during this difficult time they would be there for us, take the pressure off me as the Executor and guide myself and my siblings smoothly through the process from beginning to end. How wrong they were. The reality was a catalogue of poor communication, mistakes and bad advice. It genuinely felt like they were dealing with our case in their tea-break! The house valuation that they commissioned for us was way off the mark, money owing to the estate was missed, the final estate accounts did not match the payouts received by the beneficiaries and their complaints procedure appeared to be a case of them marking their own homework. What a surprise then when I complained and they could find nothing of substance wrong! Never again. I would really urge anyone thinking of engaging the Coop to help them manage a probate process to think twice about doing so or be ready to work hard yourself in order to keep the process on track and ensure each stage is completed to the standard you expect.

• Communication

“This was easy to arrange no catches.

Things that we did not understand were explained to us in layman's terms so we understood things. We are both so pleased as it has been an excellent service.

• Excellent service

“Preparing a Will can be scary, but with the help of HW at the Co-op legal services its wasn't at all, from the first call to completing it was easy and every question was answered.

highly recommend.

• Recommended

“Hannah at the Co op legal services felt with our account.

The phone call meeting about writing our Will was easy and much quicker than expected. The whole process was easy to use and Hannah answered all our questions.