Co-op Legal Services Reviews

Buy your Will & Power of Attorney elsewhere! My biggest regret of 2024 was buying my will & powers of attorney through the Co-Op. Rebecca Swan & Rachel Emery couldn't have been anymore unhelpful. When the Co-op were taking the appointment & my money they couldn't have been better. It was all so great we agreed there & then 2 pay for 2 wills and 4 powers of attorney. Andrew Dingley was great but seems to have left shortly after joining the Co-op. But after this is when it went wrong. The aftersales process with their staff needs to be more engaging and supportive on the next steps to finalise the process. Rebecca Swan couldn’t have sent any more emails, all over whelming , all different secure links for so many documents using all these words which mean nothing to anyone outside of their profession. After a couple of emails asking for assistance and getting no response they finally responded and just put them in the post. Only one typo on the documents which was easy to fix but annoying as the DOB correction slowed the process down after already being delayed due to lack of response. I had no idea what I was signing so I asked Rebecca for a call to run through it of which I got no response. I phoned up their central customer services dept who advised I don’t need anyone to sign the LPA’s. I just tell them it’s fine and you action the final version. No one had advised us of this. I said I still had some queries with it all as I don’t fully understand what I’m signing. The central services dept kindly organised a call back from Rebecca a couple of times and surprise surprise no call back. I did phone up after a call was finally scheduled (after they failed to phone me at the appointment time) and another message was sent asking to call me of which I didn’t hear back. The central services dept then agreed the service is poor, they had escalated to a line manager but the best thing to do was to complain in writing. After putting in the complaint in writing I received no apology or acknowledgement. I did randomly receive a call from Rebecca to go through it but not at a convenient time, no apology and no mention of my email so I wasn't sure if it was a coincidence or not. I had requested a video call to discuss it properly but that request was ignored. I had requested the estate case manager be changed to someone else which was ignored. I also asked for some money back due to the terrible process which was also ignored. I then chased up my written complaint after 5 months of which Rachel Emery just gave a default corporate response and also offered no money back or even mention of it.

If i could award no stars i would.Paid £600 for a will for myself and my husband,3 months down the line ive recieved nothing,so rang them,i was passed from pillar to post with excuses ranging from it got lost in the post,ive signed it and returned it,it was sent by a secure portal.When i asked to speak to a manager i was rudely informed they don't have managers.Cut a lo g story short they've not contacted me as apparently they would to sort this out.Rang CAB and was told they are in breach of contract so ive now done a charge back with the bank to hopefully get my money back,during the meantime my husband suddenly passed away.As ive not recieved and signed anything ive no will ss it's null and void.Avoid this company at all cost.