Today, the Legal Ombudsman (LeO) is publishing its latest Spotlight edition - focusing on the challenges and good practices when responding to requests from beneficiaries during the administration of estates.
Wills and probate is a highly sensitive area of law, often involving multiple parties and complex dynamics. When a loved one dies, bereaved people can find themselves navigating the potentially complex probate process while also coping with their own grief – and increasingly, disputes between beneficiaries, widely reported in the media as ‘will wars’. With over 11,000 attempts to block probate last year - up 56% since 2019 - this phenomenon has contributed to will and probate handling becoming one of the fastest-growing areas of complaint to LeO.
LeO recognises that, despite these challenges, many service providers deliver a high standard of service. However, because wills and probate matters are both significant and frequent, they generate a higher volume of complaints compared to other areas of law, reflecting the substantial caseload in this complex area. This new Spotlight publication addresses the growing number of complaints in this area, offering practical advice for service providers on how to deliver reasonable responses, to reasonable requests, in a reasonable time when dealing with beneficiaries.
Drawing on LeO’s latest data, including a 28% rise in wills and probate complaints accepted during 2024/25, the guidance highlights the importance of clear communication and empathy when dealing with emotionally charged situations.
Key topics covered in the spotlight article include:
Joint Interim Chief Executive, Steve Pearson, said:
“Publication of this Spotlight reflects LeO’s ongoing commitment to share more of its insight to support service providers and consumers to resolve complaints at the earliest stage.
“Wills and Probate is a sensitive and complex area of law and one where we see a number of common themes. This guidance we’re publishing today sets out what is considered reasonable: clear, proportionate and timely responses to requests for information, together with transparency about roles, decisions and costs. Applying these principles helps providers maintain trust, keep estates moving, and reduces the likelihood of disputes escalating to LeO.”
You can read more of LeO’s spotlights by visiting our Learning Resources page.
