The latest episode of the Today’s Wills and Probate podcast welcomes Senior Ombudsman at the Legal Ombudsman (LeO) Clair Daniel to explore the current landscape of legal complaints handling, the challenges facing firms, and the strategic work underway to improve first‑tier resolution across the legal sector.

The backdrop to the discussion is the increase in the number of cases in which LeO identify poor complaints handling, up from 46% in 2023/24 to 49% in 2024/25; and efforts to stop complaints at source by equipping firms to better deal with issues before they become complaints.

Daniels says demand for LeO’s services has risen sharply, across all areas of law, with several likely drivers: rising customer expectations shaped by instantaneous digital communication, cost‑of‑living pressures increasing the inclination to complain, and sheer volume of transactions. Communication and delay remain the two most common causes of complaint—together accounting for around 47% of complaints. Often, complaints arise from mismanaged expectations, such as unclear service‑level agreements or clients misunderstanding the steps and timeframes in transactions.

There is the increasing role AI plays in complaints to consider. LeO is increasingly seeing (as are firms) consumers rely on tools such as ChatGPT or Microsoft Copilot to produce lengthy, formalised, and at times overly legalistic complaints, complete with copied‑and‑pasted case law. While understandable, this can hinder early, informal resolution. She encourages firms to avoid mirroring an escalated tone, instead refocusing on the core issue and maintaining a professional, calm approach.

Keen to dispel misconceptions about LeO Daniels reiterates the ombudsman is strictly impartial and supports firms as much as consumers, including dismissing complaints where service has clearly been reasonable. To help firms get matters right at first tier, LeO provides resources such as the technical advice desk, sector insights, and forthcoming Model Complaints Resolution Procedure, complete with templates and toolkits. A new learning platform with training and webinars is scheduled for 2026.

Listen in to hear more about LeO's attitude to setting and managing client expectations early, strategies to handle AI‑generated complaints effectively, and internal communication and processes that reduce escalation risk and improve client trust.

The Today's Wills and Probate podcast is available on your preferred podcast provider, and at www.todayswillsandprobate.co.uk. Subscribe today to hear all the latest news and views across the wills and probate sector.

Thank you to our podcast sponsors LEAP Estates, Property Ladder Group and Finders International

From lawyer, to Microsoft and Meta, and now to Arken.legal, Anthony Philips legal journey takes him through a series of household technology names and halfway round the world before recently landing as CEO at the will writing and technology platform.

In this wide-ranging discussion, Philips shares his reflections on his own journye, and that of the wills and probate sector which is going through a process of digitalisation, modernisation and cultural change.

Wills and probate is a uniquely personal area of law; one in which the interface between people and technology must be navigated sensitively and incrementally says Philips.

He is an advocate for much of the proposed modernisation outlined in the Law Commission’s wholesale review of wills law; although he is clear technology should be an enabler, not an ideological driver. Practitioners and clients should be able to produce either a traditional paper will or an electronic version seamlessly, depending on what is right for them. Electronic wills are not inherently “better,” but suggests they can provide evidential advantages such as timestamps and enhanced audit trails. But concerns around remote witnessing, coercion, and safeguarding must be addressed with practical, industry‑led solutions rather than by leaving government to define standards alone.

There are lessons from other areas of law and technology to be learned too. Many sectors face interoperability challenges, the integration of different and competing technologies and platforms into each other to create a more seamless user experience, and the need for digital infrastructure improvements across government.

And in closing, Philips acknowledges there is a huge amount of complexity, interconnectivity, relationships and sector dynamics that take time to understand which all have a role to play in the speed of change.

The Today's Wills and Probate podcast is available on your preferred podcast provider, and at www.todayswillsandprobate.co.uk. Subscribe today to hear all the latest news and views across the wills and probate sector.

Thank you to our podcast sponsors LEAP Estates, and Property Ladder Group

A deeply personal tragedy is the inspiration behind a new book launched by will writer Steve Bish, and the topic of discussion on the latest Today’s Wills and Probate podcast.

Bish is somewhat typical of many will writers who have unconventional routes in to the legal profession. His own career began in sales, marketing, training and recruitment, before running a traditional wooden window manufacturing business.

But the untimely and tragic death of a friend led Bish to retrain and become a will writer after supporting the family of his friend, and helping deal with the legal aftermath.

Close friend Carl was killed in a traffic collision during a scooter ride the pair were taking one evening. Carl died without a will, leaving his wife Anne and young daughter to navigate the rules of intestacy at the worst possible time. Witnessing their struggle left an imprint on Steve that inspired him to retrain.

He now spends a huge amount of time and energy advising clients on the importance of estate planning; a motivation that ultimately fuelled the creation of his book. He didn’t want a dry technical manual or a textbook that gathers dust. Instead, he aimed for a plain‑English, conversational guide, the kind of resource people could pick up, dip in and out of, and actually understand. The tone echoes how he speaks at WI and Rotary talks: relatable, humorous, accessible and packed with real‑world examples.

Where There’s a Will, There’s a Way is now available to purchase, with a proportion of each sale being donated to the Kaotic Angel Foundation.

The Today's Wills and Probate podcast is available on your preferred podcast provider, and at www.todayswillsandprobate.co.uk. Subscribe today to hear all the latest news and views across the wills and probate sector.

Thank you to our podcast sponsors LEAP Estates, and Property Ladder Group