Will writing services rated for customer service amid DIY dangers

The rise of online and DIY will writing has transformed how people plan for the future. But experts are warning not all of these services are created equal when it comes to customer service and value for money.

Almost one in four (23%) consumers now opt for digital, DIY, or non-professional methods to create their wills, according to the Funeral Solution Expert.

While these platforms offer speed and affordability – some costing under £20 and completed in less than 15 minutes – they also come with significant risks.

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The rise in DIY wills has corresponded with a 37% increase in attempts to block probate processes between 2019 and 2021, a Freedom of Information request made by law firm Nockolds found.

Approximately 10,000 individuals contest wills annually in England and Wales.

This figure could rise further with new complexities around inheritance tax rules, which will see pensions included in the estate for tax purposes from 2027. On the other hand, a well drafted will can help lower the inheritance tax bill your loved ones pay.

James Daley, managing director of consumer group Fairer Finance, which has rated will providers in new analysis, said: “Writing a will is one of the most important things you can do to protect your loved ones, and it needs to be done right.

“Too many online services make the process seem quick and easy, while failing to flag the risks or provide any legal support.”

So, which providers should you pick when considering a will? We look at the ratings by Fairer Finance.

Will writing service reviews

While only a little over half (53%) of UK adults have made a will, according to the National Will Register, as many as 3.7 million wills are written each year. Choosing a will writing service can be tricky.

Currently only two companies – Bequeathed and Hugh James – are rated five stars by Fairer Finance.

Here are some of the risks to be aware of, and how will writing services perform against them.

Legal risks

Fairer Finance’s market analysis among online will-writing services found, for example, in nearly every case where legal advice is not provided, it is not made clear during the customer journey this is the case; only Irwin Mitchell clearly discloses this on their main page.

Only three providers – Bequeathed, Co-op Legal Services, and Hugh James – offer regulated legal advice as part of their service.

Complexity risk

Modern family dynamics, including blended families, second marriages, and cohabitation, have contributed to the complexity of estate planning, often leading to disputes when wills are not clearly defined.

But six providers reviewed by Fairer Finance did not clearly communicate when a will might be unsuitable for customers with complex needs, failing to warn users or stop the journey when complexity is detected.

The six providers which do not clearly communicate when a will might be unsuitable for customers with complex needs, failing to warn users or stop the journey when complexity is detected are:

Testamentary capacity risk

Only eight providers provide a clear warning about testamentary capacity, Fairer Finance found. Testamentary capacity is the legal term used to describe a person's legal and mental ability to make or alter a valid will.

If it’s not possible to prove that a customer was of sound mind when they made their will, it could invalidate it.

Liability risk

Unlike solicitors, many online will-writing services are unregulated, potentially leading to improperly drafted wills that may not reflect the testator's intentions.

Poorly drafted clauses can also lead to confusion or misinterpretation. Ambiguities may require court interpretation, delaying probate and increasing costs.

A will is also not valid unless it is signed and witnessed properly. Many users fail to follow the strict legal witnessing rules, leading to invalid wills.

Yet seven will writing service providers limit their liability to the price paid for the will, and another two – Farewill & Ten Minute Will – cap their liability at £1,000.

Fairer Finance’s Daley said: “While technology has made will-writing more accessible, it has also introduced serious risks. A poorly drafted or invalid will can create stress, disputes, and financial loss for families at the worst possible time.

“Our new ratings aim to expose those shortcomings and help consumers identify which services are genuinely safe and trustworthy.”