Russel + Aitken (Falkirk + Alloa) Ltd

Sorted out Will and Power of Attorney efficiently and quickly.

Iona was a pleasure to deal with, carefully explaing every aspect of what I had asked for in a friendly way & easy for Me to understand. I would recommend Her 100% & definitely use again. Many Thanks!

Very professional to deal with. Communicates clearly and the advice given was extremely helpful.

Where well informed and very helpful given our lack of knowledge of same

Was able and very helpful form start to finish .Was also very polite

Very good service

Very good experience. Would recommended.

Solicitors for Will and Estate planning

First of all what is not in dispute is that Russel and Aitken lost my late mother's house deeds. It distressed her that a lawyer trusted to hold documents securely could not do that. By then she had had already her will drawn up by them and swore it was the last thing she would do with them. It was. She passed away earlier this year.with some trepidation, I called the Alloa office and asked to retrieve the will. They said they needed 24 hours to get it back and call after 12 with photo ID and proof of address. I called the Alloa office next day again to check it was in and drove from Glasgow to pick it up. Emotional day picking up mum's will. It wasn't there. Sets all kinds of hares running because of the previous loss of documents but eventually told they are in the Falkirk office. Alloa Receptionist says that happened regularly since switchboard was centralised there. People think the Alloa number is the Alloa office naturally, but it is not , it's Falkirk and I'm sure wasn't announced as such to me on multiple calls. Drove to Falkirk. First no staff available to open door. But called and eventually someone came. Was told I needed another document , death certificate to pick it up. I'm also sure they did not ask for this. I Complained but stonewalled by senior staff member. No telephone recording. "My staff would never get this wrong" "colleague overheard directions being given”, No ”Sorry for any possible misunderstanding" which would have been enough . Now I'm not infallible (unlike Russel and Aitken staff?) , but the mistake made in the rebuttle was overegging the pudding on the directions ”given". which further convinced me I had not been informed correctly multiple times. IMHO a total lack of accountability and compassion to an upset bereaved customer. Not a huge transgression or impact you might say, but this goes to trust. You have to be able to trust your lawyer and myself and my family having lost that, will now use another lawyer. Caveat Emptor Edit. They just responded below with a inadequate boiler plate response. Only 2 years after the original review. Shows exactly how much they care!

First of all what is not in dispute is that Russel and Aitken lost my late mother's house deeds. It distressed her that a lawyer trusted to hold documents securely could not do that. By then she had had already her will drawn up by them and swore it was the last thing she would do with them. It was. She passed away earlier this year.with some trepidation, I called the Alloa office and asked to retrieve the will. They said they needed 24 hours to get it back and call after 12 with photo ID and proof of address. I called the Alloa office next day again to check it was in and drove from Glasgow to pick it up. Emotional day picking up mum's will. It wasn't there. Sets all kinds of hares running because of the previous loss of documents but eventually told they are in the Falkirk office. Alloa Receptionist says that happened regularly since switchboard was centralised there. People think the Alloa number is the Alloa office naturally, but it is not , it's Falkirk and I'm sure wasn't announced as such to me on multiple calls. Drove to Falkirk. First no staff available to open door. But called and eventually someone came. Was told I needed another document , death certificate to pick it up. I'm also sure they did not ask for this. I Complained but stonewalled by senior staff member. No telephone recording. "My staff would never get this wrong" "colleague overheard directions being given”, No ”Sorry for any possible misunderstanding" which would have been enough . Now I'm not infallible (unlike Russel and Aitken staff?) , but the mistake made in the rebuttle was overegging the pudding on the directions ”given". which further convinced me I had not been informed correctly multiple times. IMHO a total lack of accountability and compassion to an upset bereaved customer. Not a huge transgression or impact you might say, but this goes to trust. You have to be able to trust your lawyer and myself and my family having lost that, will now use another, more local, Alloa lawyer. Edit. They just responded below with a inadequate boiler plate response. Only 2 years after the original review shows exactly how much they care!