Which? - will and power of attorney services  Omdömen 380

When you send a message to THE CONSUMER'S ASSOCIATION WILLS team you'd hope to receive friendly service.
Sadly it is staffed by people who simply send unsigned emails, refuse to call you when requested and this morning by an officious person who talked on top of me.
A 20 minute phone call followed which left me feeling unvalued and disrespected. The only person in their office today was unwilling to ask a more senior colleague to call me, emphasising that any complaint needed to be made in writing.
The same person could have been helpful by sending that email for me, simply asking that the department call me - Sounds like every other organisation which hopes that customers will give up or not have the time / inclination to do so and thereby avoid good customer care. So much for 'consumer association'

I bought the Lasting Power of Attorney service for 4 LPAs - boy, I wish I'd saved my money and gone straight to the government website as this was a frustrating waste of nearly £400!

Summary: Which Wills approved a document that they had not full read or reviewed and only provided useful feedback after I asked for it 6 times and raised a complaint.

They reviewed the first completed versions and provided feedback. Based on that feedback, we made significant changes to the LPAs and returned them for further review.

They approved all 4 LPAs for signature and registration and approved them for signing and submission to the Office of the Public Guardian.

While signing them, we noticed that one had a typo on one birth date so asked how to fix that. They unlocked all 4 on the website so I could fix that, which I did. They then returned the documents to us with the preferences and instructions parts deleted! The only explanation provided is that the Office of the Public Guardian may not accept them.

Bearing in mind that they had already approved all that text earlier, I tried to get a sensible explanation for what changed to explain the complete U-turn in their advice. It took 6 separate attempts, including having to raise a complaint, to get any useful feedback. Each cycle took about 2 days so this was extremely frustrating.

Until the very end, the responses were short and dismissive but they did reveal something very concerning - when they review changes made by the customer they only review to see if the feedback has been applied and do not consider any other changes that may have been made as a result of the feedback! In other words, they approve documents that they have not fully reviewed! This despite their website promise of "Specialist review - Our specialists will review your completed document to iron out any errors or inconsistencies before you submit it for registration."

Adding to the frustration is the ridiculous contact arrangements. The only way to contact them is through the web page and their responses are completely impersonal and give no indication whatsoever if they are from a partner or the janitor - or a partly-trained AI chatbot! My requests to have a call to try to resolve this were completely ignored, as were my requests for a refund!

I eventually got LPAs to register but only after I'd pretty much given up in despair and gone straight to the government site!

I am still astounded that any Legally-trained person approves documents that they have not fully read!

If there is a next time, I'll go straight to the Government LPA page and save nearly £400!

2026-01-24 Edited to respond to the Which WIlls response.

I raised a complaint as suggested. They found in my favour and gave a £40 refund. Yup, 10% of what I paid for a service that was absolutely useless and so delayed that I had already completed it elsewhere before they were ready so I didn't even download the final documents from Which Wills as they have no value at all!

What shocking service from a company that supposedly guards consumer rights etc.!

Paid for the checking service. All was good. However my Dad mis wrote a date when signing and 1 of them was rejected by the government. Fair enough. I then tried to contact Which for advice if I could just reprint the affected document. I called the phone number from landline and mobile and it was impossible to select option 3 which I needed - nothing happened. I used the other option where a BOT told me I needed to call the number. I explained and it just replied " I'm sorry, I'll feed it back. Is there any other service I can help with?" That was it. No support at all when needed.

Service works unless you need to
contact anyone - There is one phone number no email no contact form no chat line it’s a disgrace and if you contact Which they can do nothing

I paid for the Which? LPA service. It would be cheaper to have done my own without guidance because the forms are straight forward. I fell into the trap and really could have saved myself £300 as I still have to
pay to register it. If you are wanting an LPA - DIY. It isn’t difficult.

When will was completed I noted there was an error. I was told that there had been a systems error and it was fixed. I then logged on after being told it was fixed for the same error to be in place. Now contacting them again. I thought a Which paid service could be trusted to do it correctly. Unhappy customer.

I called today to get an update on the LPA process. As it’s my first time going through this, I simply needed someone to explain the steps clearly. Unfortunately, when I spoke with Jake, he came across as sharp and dismissive, often speaking over me during the call. When I pointed out that this wasn’t good customer service, he did not apologise and instead stated that he is a legal adviser and does not handle customer service. I’d suggest that if someone is having a bad day, it should not be taken out on customers who are paying for your wages.

How does anyone separate the pages without tearing the perforations? Renders them unfit to use and to buy another sin£35 and would be the same problem.

This is the second time I have used this service. As usual a straight forward process, easy to state ones wishes with notes to explain anything you might have a query about. Fast and efficient and a fraction of the cost if done by a solicitor.

i found this process very easy to follow. Clear instructions and I liked the fact you could complete a certain amount save it and return.
The package was reasonably priced in comparison to using a solicitor.

The service from Which? for wills and power of attorney is decent overall. It's quite affordable and convenient, allowing me to work at my own pace without needing a solicitor. The online system is mostly user-friendly with helpful guidance, although some parts are a bit complicated, like printing out the document for detailed checking or understanding additional executor roles. It could benefit from upfront guidance notes to better prepare users. Despite some glitches, like accessing documents or finding storage solutions post-completion, it provides good value compared to traditional options.

Which? Will Service online

I had wanted to set up a Will to include a specific animal charity who had agreed to take care of my pets/animals for the rest of their lives and never go into kennels. I wanted a Clause added in for this event. Long story short, I have been repeatedly told this isn’t possible, despite my disagreement. It went to Which? Complaints who did not agree with my complaint. Thankfully, they agreed to refund my fee and I will now contact a solicitor locally to help me with this.

Most Online will services allow you to complete the will advising you as you go along. Only when the will format is complete and everything correct do they ask for money. Which Wills want the money upfront before even knowing your name and your requirements. Very disappointing. We have decided to go elsewhere although we have members of Which for several or more years.

It appears to be a relatively simple process although I haven't completed it yet and I was able to get answers to a few technical questions easily from Which. Another important point is that the Powers of Attorney from Which are cheaper that elsewhere.

I used this service to create LPA's for both Financial and Health & Welfare. Their forms were clear and easy to use with plenty of guidance notes and examples to consider. I particularly liked the fact that these could be completed at your own pace.
Once completed, the documents were reviewed by Which Wills and any necessary corrections highlighted to me. I submitted the documents to the OPG and they sailed through without any issues.

This was a fairly stress free thing we had been putting of for many years. Should have done it sooner. We shouldn't have been concerned about making this will as which made it pretty straight forward to do. You fill out a questionnaire they then check it over to make sure there's no mistakes print it & send it to you in the post. Hassle free. Very straightforward, what else can I say. Get it done!!

They process was very simple and without drama. The reviewers made some very valid points, some of which we agreed with and changed the will to suit. I can recommend this easy way of making your wills. Now I’ll try the power of attorney as well!

The forms were easy to follow and looked very professional. The legal review took just over one week and the printed documents arrived quickly. Would recommend this service.

Easy to use, efficient and professional. No problems at all. Very good value.

A professional service that is both good value for money and easy to use.