Probate, Wills & Estates – A Consumer Guide

“Probate” and “estate administration” can include some or all of the following:

• checking the will (or confirming intestacy);
• identifying estate assets and debts;
• obtaining valuations for tax purposes;
• preparing inheritance tax documentation;
• applying for the grant (probate or letters of administration);
• collecting funds and paying debts;
• distributing assets to beneficiaries;
• providing estate accounts explaining what was done.

A good firm explains which tasks they will complete and which remain with executors.

Consumers can normally expect:

• a clear explanation of the stages and likely timescales;
• a written cost estimate, including what is and isn’t included;
• realistic timelines (probate often takes several months);
• regular updates without needing to chase repeatedly;
• clear written explanations of key decisions and tax steps;
• appropriate supervision of junior staff.

Before instruction, see:

• Questions to Ask a Lawyer
• Pre-instruction Checklist

Consumers frequently report:

• unclear or changing information about timescales;
• long periods without updates;
• slow responses to emails or calls;
• unexpected bills or unclear charging;
• mistakes in tax returns or estate accounts;
• lack of explanation about decisions or delays;
• communication that feels dismissive or rushed.

Patterns are easier to see when logged in your Risk & Issue Log.

Examples of patterns worth noting:

• uncertainty over who is responsible for the file;
• regular contact only with administrative staff, without supervision;
• promised timelines repeatedly missed without explanation;
• statements such as “this is just how probate is” without detail;
• bills that differ from earlier cost information;
• discouragement from asking reasonable questions.

Some patterns may relate to regulatory duties. See: Legal Services Act – Warning Signs.

Helpful questions include:

• “How long do similar estates usually take?”
• “What factors could delay the application for the grant?”
• “Who will be handling the day-to-day work?”
• “How and how often will updates be provided?”
• “How are your fees structured?”
• “What is included in the initial estimate?”
• “Will estate accounts be provided in a clear format?”

See also: Questions to Ask a Lawyer.

Simple tools help keep everything ordered and factual:

• Timeline Tracker — record key milestones such as application submitted, grant issued, accounts produced.
• Risk & Issue Log — one entry per concern or delay.
• Communication Log — record dates and summaries of emails and calls.
• Cost Monitor — compare estimate and actual bills.

These provide clarity if questions or complaints arise later.

The lawyer acts for the estate, not for individual beneficiaries. Even so, they should:

• explain legal requirements clearly and neutrally;
• communicate in a balanced way with executors and beneficiaries;
• avoid giving the impression that one person is being favoured without reason.

If communication feels unclear or uneven, record this in your logs and consider a formal complaint if patterns emerge.

See: Complaints guidance.

Examples of more serious issues include:

• significant delays with no clear explanation;
• failure to respond to repeated reasonable enquiries;
• errors in tax forms or estate accounts;
• costs increasing without prior notice;
• missing documents or administrative errors.

Your steps may include:

1. Ask for a written explanation and an updated timeline.
2. Use your logs to prepare a structured complaint.
3. If unresolved, consider the Legal Ombudsman.

Helpful tools:

• Complaint Letter Generator
• Ombudsman Complaint Builder
• Evidence Checklist
• Complaints, Regulators & Who Does What

This guide is published by to help consumers understand probate and estate administration, what good service looks like, and how to keep clear records if problems arise. It is general information, not legal advice.

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