Conveyancing
I am a first-time buyer and have found my experience with this conveyancing firm incredibly frustrating and stressful. I appreciate that buying a property, particularly a leasehold property, can involve delays outside a solicitor's control. The communication, organisation and overall level of service I have experienced have fallen well below my expectations.
There was an avoidable delay at the beginning of the transaction and since then, I have repeatedly struggled to obtain clear and timely updates.
I have also received an incorrect notification through the firm's app suggesting that replies to enquiries had been received, when this was not the case. Although this was subsequently explained as an error, it added to the confusion and uncertainty surrounding my purchase. I also felt that the response was quite rude and seemed to be getting at me for chasing a response they didn’t have (even though the notification specifically told me they had that info).
Having raised a formal complaint, I hoped my concerns would be properly considered. Instead, the response has largely reiterated that the file is being progressed as expected, without adequately addressing the cumulative issues with communication and avoidable delays that I had outlined.
What I find particularly concerning is that I have now been offered the option to pay an additional £150 plus VAT (£180) to have my file prioritised. I appreciate that prioritisation cannot control how quickly third parties respond, but it is difficult not to question why an additional fee is necessary to receive a more timely service. The offer has left me feeling that, unless I pay extra, my file will simply continue to be dealt with in this manner, despite the difficulties I have already experienced in getting updates and having my concerns addressed.
If you are considering using this firm, I would seriously recommend comparing the overall service offered by other solicitors before making your decision. I would personally rather pay slightly more for a solicitor who communicates proactively, responds to reasonable queries and makes you feel that your purchase is being properly managed, rather than risk having to chase repeatedly or consider paying an additional £180 to have my matter prioritised.
Buying your first home is stressful enough without having to spend so much time chasing the people you are paying to handle the legal process. Unfortunately, my experience so far has left me disappointed and lacking confidence in the service provided.
Kirwans からの回答
Thank you for taking the time to leave a review.
We are sorry to read that your experience as a first time buyer has been frustrating and has not met the high standards of service we aim to provide.
We understand that buying a home can be a stressful process, particularly when delays occur, and we appreciate the concerns you have raised regarding communication, updates on your matter, the notification received through our app, and the way your complaint was handled.
Whilst some aspects of a conveyancing transaction depend on third parties and are outside our direct control, we recognise the importance of keeping clients informed and responding to concerns in a clear and supportive manner. We are disappointed to learn that you feel we fell short in these areas.
We take all client feedback seriously and use it to help us review and improve our service.
