Response from Affinity Wills

Affinity Wills responds to Panorama's investigation into the mis-selling of wills broadcast on Monday 9 August at 2030 BST on BBC One:

Affinity aspires to deliver the highest standards in will writing and associated activities.

In 2009 our premises were the subject of a compulsory purchase order and we were forced to move twice in a few months.

This was extremely disruptive and our administration department suffered a 90% loss of staff.

In the vast majority of cases, we deliver a superior level of service. However, we accept that during this difficult period our normal standards and controls were severely compromised in a small number of cases.

We have instituted a full review of the management of probate accounts and made a number of specific changes and improvements to our procedures to ensure that problems of this nature do not recur.

We do regret the problems that some of our clients experienced during this period. We endeavour to act quickly and reasonably to resolve any complaint and in the cases mentioned we substantially compensated the clients concerned.

Affinity operates ethically and has acted with transparency in providing details to support the Panorama programme.

We would welcome the regulation of the legal services sector and are confident that our current practice would comply with the high standards that are likely to be required.