I apologise for the delay in keeping you waiting but it isn’t a chat service. It’s an email exchange. Sometimes you may get an answer in minutes. Sometimes it may be longer particularly if we have clients and other users and travelling.
The offer of a telephone call comes out automatically, you don’t have to take it up. It is optional.
You need to raise a formal complaint with the firm’s Complaints Partner. In the Client Care/Terms of Business letter which you were given when you first instructed the solicitors or when they first started dealing with probate, it will tell you the name of that person. If you can’t find that letter, the receptionist will give it to you.
Put your complaint in writing specifying exactly what is happened. If they haven’t replied within 10 days then make a formal complaint to the Legal Ombudsman.
Don’t think for one moment that the Legal Ombudsman is another lawyer who will look at this “jobs for the boys”. Quite the opposite. They have the wherewithal to come down on the solicitors like a ton of bricks.
If the delay has genuinely been because the solicitor has been dilatory, then you should be asking for compensation in the form of interest on the amount of money that you would have had from the property either in the event of a sale or rental and to my mind, also potentially the council tax depending on what you intended to do with the property.