anonymous
Data breach and no accountability
I rarely leave negative reviews, but unfortunately my experience with Wards’ Wills & Probate department was extremely disappointing. What should have been a straightforward Will drafting process became unnecessarily long and frustrating. Throughout the matter I repeatedly had to chase for responses, waited far longer than was reasonable for replies to emails, and on several occasions my questions and instructions were either overlooked or not properly addressed, requiring me to repeat myself. The most serious issue occurred when I was mistakenly sent another client’s confidential Will. While the firm apologised and confirmed that its internal data breach procedures had been followed, this understandably caused me to lose confidence in the way my own matter was being handled. Following my formal complaint, Wards accepted that there had been unacceptable delays, acknowledged that some of my instructions had been overlooked, and offered £100 as a gesture of goodwill. In my view, this did not adequately reflect the overall level of inconvenience, the amount of time I spent chasing progress, or the cumulative failings throughout the handling of my matter. It is worth noting that the firm’s responses focused heavily on explaining that the legal advice provided was correct. However, that was never the substance of my complaint. I would naturally expect a firm of solicitors to provide competent legal advice. My complaint related to the overall quality of the client service, communication, delays and handling of my instructions. I had expected far better from a well-established firm. Unfortunately, my confidence in Wards was lost, and I decided not to proceed with my Will through them. This review reflects my personal experience.
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