Lost Will while submitting to the Court

It has been 14 months since my aunts husband passed away. I was notified 3 weeks ago on following up regularly that they have lost his will. Now, instead of applying to the court to accept a copy of the Will as the original they want to apply as if he died in intestate.

Irregular practices makes me very concerned.

I sent a complaint to the complaints manager's email provided on their website and till today have not received a reply.

Very unprofessional. Would not recommend them to deal with Wills. My husband and I have our Wills with them are seriously thinking of moving to another company