A major UK retailer has refused to provide will-writing services to a customer solely because they were born in Russia, raising serious questions about discrimination and compliance with international sanctions.
Customer's "Discriminatory" Experience Revealed
The issue came to light after a reader wrote to The Guardian newspaper detailing their troubling experience with the Co-operative Group's legal services arm. The individual, who moved to the UK as a child and revoked their Russian citizenship in 1999, currently holds dual British and German nationality.
They had originally used the Co-op's service to draw up a will in 2020. In early 2026, they contacted the company to update the document, naming their partner and daughter as beneficiaries. After receiving no follow-up for two months, the customer chased the matter only to be told the request had been cancelled because of their Russian birthplace.
"Erroneous" Cancellations and Legal Advice
Despite the adviser confirming the customer had no current ties to Russia or Russian assets and rebooking the appointment, the problems continued. On the day of the rebooked meeting, no one made contact. When the customer called, they were informed the appointment had been "erroneously" cancelled again for the same reason.
A final, brief call was terminated within minutes. The Co-op subsequently stated it had received "specialist legal advice" instructing it not to provide services to anyone born in Russia, irrespective of their current citizenship or connections to the country.
Co-op's Statement on Sanctions Compliance
Following intervention by The Guardian, the Co-op issued a formal statement defending its position. "If breached, the Russia regulations hold serious consequences for a business and those it employs," a spokesperson said. "We therefore must carry out the correct due diligence to ensure we comply with these rules."
This stance appears to contrast with the promises made on the Co-op's own website, which promotes its will-writing services as "easy" and accessible via online, telephone, and face-to-face channels, with "fixed cost" and "no nasty surprises."
The case highlights the complex and far-reaching impact of sanctions imposed on Russia following its invasion of Ukraine, and how they are being interpreted and implemented by businesses on the ground in the UK, potentially affecting individuals with no active links to the sanctioned state.
