Pulling out all the stops to help a vulnerable client

18 December 2020

Estate Planning Consultant, Caroline, pulled out all the stops to help a vulnerable client in their time of need.

Caroline shares her account...

"I was contacted by a client who wanted to make a will. He had recently lost his father and his mother was in hospital with Covid-19. The client was clinically vulnerable to coronavirus and was very anxious to get a will in place as quickly as possible, for peace of mind. When I contacted the client for our first appointment, he told me he was waiting for a call from his mother, so I rearranged our call to later the same day. During our appointment that afternoon, he received a call from the hospital with the devastating news that his mother had passed away.

"Naturally, we quickly called off the appointment. The client was still anxious to get his will in place though, so I let him know he could contact me as soon as he felt ready and I reassured him that we would get his will written as a priority, so that he would have one less thing to worry about. After the client got back in touch, the whole team pulled together and within hours of taking the client’s instructions, his draft will was ready for him.

"I feel I did what anyone else would do in the circumstances, but I'm proud that we were able to pull out all the stops for this client and that we did what we could to support him in this small way through an incredibly difficult time."

As part of the Co-op Group, openness, honesty, social responsibility and caring for others are core to the service we provide.

I feel I did what anyone else would do, but I'm proud we were able to pull out all the stops for this client to support him through an incredibly difficult time.

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