One Year on – what the Members Say… (April 2009)

During the last 12 months hundreds of solicitors’ practices in England & Wales have joined Certainty in order to offer their clients the unique benefits that Certainty’s on-line national Will Register service provides.  We asked four firms for their comments on progress so far.

Reading-based Boyes Turner is one of the UK’s leading full service law firms. They work with many of the world’s largest multinationals and successful UK and European businesses – as well as looking after private clients’ interests.

Partner Caroline Wallis advises the firm’s high net worth clients on Wills, Inheritance Tax Planning, Probate and Trusts.  She says:

“Our first act after joining Certainty was to send a letter to everybody who has made a Will with us since May 2000, adapting one of the Certainty template letters.  There’s no doubt this has reminded people about us – the response rate was 10-20%, significantly higher than normal.

Nobody said ‘How dare you write to us!’ and everybody appreciates having a certificate that shows where their Will is held.

I like to think we will be able to prospect further using Certainty’s very cost-effective membership options and offers.”

Nicholls Christie Crocker offer a range of private client services from their offices just outside west London.
Solicitor Nicholas Christie finds the Certainty service

“very good for our firm.  Naturally we offer Certainty’s Will registration to clients whose Wills we have executed and also advise new clients to register.  We don’t charge extra for registration but include this within our scale of charges.  I’d say people are impressed with the service.

I hope it will bring in extra business as well.  For example, I’m about to send letters to 50 or 60 clients for whom we have acted recently but whose Wills we don’t at present hold.  Certainty’s letter templates are helpful.  We simply modify them to suit our particular needs.”

Glazer Delmar is one of south east London’s largest law firms, offering a range of legal support services and advice.  Head of their Wills & Probate department Susan England says:

“Certainty’s service has enabled us to conduct a review of our Wills bank with the added value of being able to introduce Will registration as a special offer.”  They charge £25 to register an individual Will, £40 for a couple’s mirror Wills.”

The firm’s website reminds clients that 67% of people do not know the location of their parents’ Wills, and adds:

• The Register records that we are holding  your Will. No one at the Register actually sees it and we keep it.
• Following your death, the Register gives us details about anyone who asks them about your Will.
• We answer the query if it is legitimate, but  if not, we ignore it, thus protecting your privacy.

“Although Glazer Delmar has taken care of all Wills lodged here in the past, and will continue to do so, there has never before been a national Wills Register and we do believe this service would be of benefit to our clients.”

Ms England adds:

“Although the Wills and probate market in this part of London is very cost-driven, our clients understand the benefits of registration.  Many have previously asked us how their family would know where to look for their Will.
I’d say that Certainty’s service helps us to engage with existing clients.  It also gives us extra marketing muscle that will prove especially valuable in combating the competition from non-solicitor firms when the new business structures permitted by the Legal Services Act start to impinge on our business.”

Phillips, a seven-partner practice, serves Hampshire’s private and business communities.

Solicitor Shirah Real, who specialises in Wills and probate and elderly client matters, says:

“Certainty has given our Wills and Probate team the opportunity to check that all our records are up-to-date, and offer Will registration as an additional service.  We’ve had a lot of positive interest from clients in response to our letters.  Often they tell us that hearing from us reminded them to update their Will.

We’ve also attracted new clients.  It can be difficult to market Wills as a service, which makes Certainty’s letter templates really helpful.  We explain that registering with Certainty records only the fact that their Will exists and where it is – not its contents.

Three types of clients find the service of particular value: those who don’t have much or even any family in the local area, those who travel a lot, and those who like to keep their affairs very private.

They all appreciate that registering the Will with Certainty is going to make probate easier for their family when the time comes.  So Certainty’s service has boosted our business and at the same time enabled us to give our clients added protection by registering their Wills.

I’d say that Certainty’s service is beneficial to our firm – it helps us to generate revenue – and is of real value to our clients.”

Tags: national will register

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