Not a great experience
My wife and I arranged our wills and EPA documents through Public Trust, and from the outset we were constantly frustrated by their clumsy systems and processes. We gave feedback at the time because the experience felt unnecessarily difficult — and expensive.
Eighteen months later, we needed to make a minor adjustment to a will. The website self-service function was confusing and ultimately didn’t work, and it took a number of phone calls over several days to get the issue resolved. The same frustrations resurfaced immediately.
Public Trust feels like a relic of an old government-era institution where customer service and modern systems simply aren’t part of the culture. The frontline staff are polite and apologetic, but the real failures seem to sit higher up in the organisation.
Unless Public Trust can make some significant cultural improvements, we will likely switch to a more personalised solicitor service in future,
