A professional executor service has been managing a close relatives estate. This was their instruction in their will. I am one of the beneficiaries.
There have been repeated errors and delays. I raised a formal complaint and escalated to the Legal Ombudsman. We were awarded compensation which equated to around 1/5 of their fee. We have since been awarded another small refund, recognising repeated errors. This has been ongoing for 18 months.
The end is very close to estate being settled. There is nothing complicated in the estate. Last week another error was identified which caused further delay. Yesterday another error which has caused further delay. Today another error. Fundamentally this means the final accounts cannot be signed off. They should have been ready nearly 9 weeks ago. None of this has been picked up on internal audits. This is a well known regulated organisation which operates banks, shops and other services.
I have been incredibly patient and am managing all the communication on behalf of wider family members. Today I have again been chasing for progress updates and asked to speak to someone senior as I have lost faith in their process.
I am just being directed back to bureaucratic complaints processes which I have exhausted and are unsatisfactory. I just want to speak to a human being.
Any advice, you smart minds?