Right Legal Group Limited

A friend recommended Bethany Davison of Simpsons Solicitors, Thornbury to us and she certainly lived up to the praise we had heard. We were anxious to take advantage of the Free Will offer and it was so good.

Very satisfied with the time and patience shown over emotional matters and the knowledge and non-pushy advice we were given, which we did act on. Explanations were very clear and concise. First impressions are that I would be very happy to use them again.

I had the pleasure of a visit from the lovely Jessica this morning from the Derby office. She was very friendly and chatty and completely put me at ease. She answered my questions and explained everything to me clearly so I could understand. This young lady is going to be a huge asset to your company and if I need legal advice in the future I shall be employing Jessica and recommending her to family and friends.

Used Right legal to try to obtain probate for the estate of my parents who sadly both passed away in 2022. Chose Right Legal as my parents had used them (as Simpson Solicitors) for wills and they seemed a very customer focused organisation based on their website. Experience with them has really been unbelievably bad and as of April this matter has now been passed to the Legal Ombudsman. I have had the worst customer experience with any company I have ever dealt with. This includes: Documents sent by them to the wrong address. Wrong/out of date terms of business sent out. Impossible to get hold of - 15+ emails/calls ignored. Many promises to pass message on/call back never done. Meeting to discuss issues missed by rights legal staff with no call/explanation as to why. When trying to complaints internally none of the staff seemed to know the complaints procedure I should use. Eventually, having spoken to member of staff dealing with my probate (and foolishly given them a second chance) agreed deadlines were again missed (and lots more calls ignored). When finally getting the documents to sign found errors - incorrect spelling of surnames - This alone took almost a month to get the corrected form sent out! Managed, eventually, to raise an official complaint (again after multiple phone calls and being told different things). Initial response was simply to ignore some of the points and generally brush off this criticism with a rather generic corporate email. Finally got to speak to Head of Customer service who - to be fair - was very honest in admitting that the company had some severe issues with customer service and seemed very genuine and embarrassed and apologised for the service. She offered £150 compensation which I agreed to accept at the end of the process on the condition that there were no more issues and that they kept me proactively informed of progress (Money was going to be donated to Cancer research). Sadly - no proactivity in keeping me informed - wasn't until I chased, I found out they had received my Fathers probate a month earlier (but hadn't informed me), they also said they would chase my Mothers probate case that day but making a simple phone call to the courts ended up taking 2 weeks. Based on these last frustrations I've now sent the complaint to the legal ombudsman; I can’t believe the delay Rights Legal has caused, the only area of the business that seemed in anyway proactive was the accounts department chasing payment (which they got at the start of the process last year) . Probates never going to be a nice process given its nature , but a half decent professional service would have made this situation significantly easier.

Freindly and courteous easy to understand and efficient.

Friendly, helpful, professional service

If I could give no stars I would. This company took over from independent solicitors, I just needed to make one name change, so thought it would be easier and less stressful! This couldn't be further from truth. Communication is diabolical. A simple straight forward will seems to be too much for them. I have been speaking to different people because the person dealing with it was off sick or out of office or indisposed for various reasons. I should have read warning signs when my first on-line meeting no one showed. Eventually meeting was set and started process. Was told it's a really straightforward will and completion would be by Christmas. Unfortunately, I paid up front because they said they couldn't start drawing up until payment was made. What a numpty I have been. I'm still waiting. I will be contacting Law Society this week.

Charlie visited me on Tuesday last. She was very friendly and helpful, and obviously knew what she was talking about. I have confidence that the problems I had because my previous solicitors ceased trading, without my knowledge, will soon be resolved.

Friendly and helpful

Friendly & prefessional service provided and dealt with the many queries I had with clarity & ease.