Owen Paulo Legal レビュー 20

Owen Paulo Legal からの回答

2日前に更新

Good morning Louie,

Thank you for taking the time to leave a review.

We not your comments (and the tone in which you have chosen to leave them) however, as you were told at the very beginning, the process of buying a house is not quick as there are many parties involved in the process and all parties have just as much capabilities of influencing the length of time.
In an ideal world the process of buying a shared ownership home would be quick, as we appreciate that all parties want this done quickly (including us, considering we do not get paid until completion afterall). Sadly, we are not in an ideal world and, as a professional, legal law firm, we are bound by the rules of the SRA, the government and your lender.

Looking at the case, I can see that the process that took the longest for you was compliance, where although we started compliance with yourselves as soon as you instructed us, based on the information you gave us at that time, we needed to request more. unfortunately, the rules around anti-money laundering are only getting stricter and should we get a review from the SRA, or it turn out a client is money laundering and have used us to do so, it will be your solicitor that suffers the consequences. those consequences being that we lose our licence to trade, the solicitor gets struck off, fined, or even jailed.

So although we appreciate that it is frustrating, we are just adhering to the rules set out by the UK government. despite your compliance taking the longest, this did not stop any of the legal work progressing and we get all of the legal work done, up to the point of reporting to you. something that you were made aware of.

As such, although we are sorry that you were dissatisfied with the length of time, this is something that you were warned of from the outset, and not something that we can do to resolve. unfortunately the legal work, and the compliance checks can take some time as it is all based on how you we funding the property and the property itself. As a law firm, all we can do, is the work necessary to get you through, as quickly as we possibly can, which assure you, is something that we did. We can only go as fast as other parties involved and can only progress when we are in receipt of documents we have asked for.

Finally, I can see that your solicitor and their assistant, as well as our compliance team were in regular communication with you, in some instances even responding to you with a matter of hours. I therefore am unable to really see what else we could have done (that was within our control) to improve your experience.

Kind Regards,
Owen Paulo

Owen Paulo Legal からの回答

2026年3月16日

Good afternoon,

Thank you for taking the time to leave us a review, and such a lovely one at that. It really is appreciated and we are so happy to see that you had such a wonderful experience using our services.

Our team work very hard to ensure our clients feel comfortable and at ease during the whole process, which as you know can get very stressful. Shared Ownership comes with its own complexities and so it is vital that we are clear with our information so our clients know exactly what is going on.

You recommendation of us really does mean so much.

We wish you all the best for the future and please do not hesitate to reach out for any future conveyancing needs.

Kind Regards,
Owen Paulo

Owen Paulo Legal からの回答

2026年2月27日

Good afternoon Craig,

Thank you for taking the time to leave a review, and I am sorry to hear that you have not been pleased with the outcome of your transaction.

That being said, I do not believe it is very fair that you leave us such a review when the issue you are raising is not the fault of Owen Paulo.

You claim that we advertise no hidden fees and that we are transparent with our costs, this is and always has been true. Our quotations are always correct per the information we are given about the property at that time.

You claim it was not mentioned to you as an additional cost, when looking at your case, I can see that there were a few instances where it was mentioned to you, and you signed documents confirming you read and understood the information we had provided to you.

The building safety act is not something that any law firm would be able to advise you is relevant to your transaction at the point of quotation. As such, it is impossible for us to confirm to you at the time of quoting you, whether you will need to pay it. Each transaction is different and we will not know everything so early in the process. It will only be when we have copies of the title documents and lease/s that we will have a better idea.

The quote we provided to you was correct per the information we had about your property. The quote itself clearly states for you to read our terms of business (particularly page 8) for any other additional costs that a person may see during the course of their transaction but that we do not know whether they will be relevant for you at this stage. As I am sure you will appreciate, we cannot confirm to you a fee for something that we do not yet know is relevant for you.

When sent the Quote and terms of business, you signed a document confirming that you had read and understood everything, although it appears as though you did not, otherwise you would have been aware of the potential cost from the outset.

On the 17th December, we emailed you to request several documents from you and, in the contents of that email, in bold and highlighted red to ensure it is seen, we reminded you to review page 8 of the terms of business for additional fees that you may experience during the transaction, as it progresses.

We then confirmed the fee in your legal report and again, you signed and returned a document confirming that you had read that report and understood the contents.

Finally, the cost was referenced in your completion statement, which you paid without issue. It appears that it was only after completion that you had an issue with this cost.

Although I completely appreciate that, if you were not aware of the cost, it can come quite suddenly. However, you were made aware of the fee on several occasions and you had ample opportunity to question it, which you did not do until after completion.

We completely agree with the advice that you are giving. The documents that we provide to our clients are formal, legal documents and are not something to simply be skimmed over. We stress to all of our clients that they must read the documents carefully, and this is why we ensure our clients sign documents confirming that they have done so.

With regards to the email that you sent to Sebastian Paulo, please rest assured that a response will be sent to you, however, due to the contents of your email (which was not simply requesting a goodwill refund), it is something we have had to take very seriously and has had to be discussed internally before we come back to you.

If you are unhappy with my response or wish to discuss things further then please do feel free to contact complaints@owenpaulo.co.uk and a formal complaints process can begin.

Kind Regards,
Owen Paulo

Owen Paulo Legal からの回答

2026年2月9日

Good morning Tapanat,

Thank you for taking the time to leave a review, and we are sorry to hear that you have not been happy with the work done so far.

As you were advised at the very beginning of the process, and this was reiterated to you during the process also, compliance is handled by a separate team within Owen Paulo. the 2 teams can communicate, and they do communicate. However, if you have questions regarding your compliance and what remains outstanding then, as we have advised you, you will need to go to the team that is handling that work. Your assistant, and your solicitor will not be directly involved in the progress of the compliance element of your transaction and so they will not be able to give you a meaningful update, nor will they be following up with the compliance team for a response to emails you have sent them. Your solicitor and their assistant will be working to complete the necessary legal work as quickly as possible.

I can confirm that they reached out to your compliance officer after recieving your email (and they did copy you into this email).

The reason we have a separate compliance team is because resale shared ownership transactions can be lengthy and complex. Having a separate compliance team means that your solicitor and their assistant are free to actually focus on the legal work that needs to be done to see you to completion.

With regards to the additional documents requested, complaince is ever changing and consistently growing and we must adhere to very strict rules regarding what is and is not acceptable per UK laws. We reserve the rights to ask for further information on your compliance at any time prior to exchange and although we appreciate that this may be frustrating for you, we trust that you understand that we are simply adhering to the rule that we must follow as a law firm.

We have followed up with our compliance team to request that they look at the additional documents requested as a matter fo urgency and we do ask that you continue to contact the relevant team for the required updates to avoid any delays, frustration or confusion.

Kind Regards,
Owen Paulo

Owen Paulo Legal からの回答

2026年1月20日

Good afternoon Alix,

Thank you for leaving such a lovely review!

Frances is truly an asset to Owen Paulo and it is always wonderful to hear when people have had a great experience with her.

We are very happy to hear that Frances was able to assist and please rest assure, I have passed your comments on to her, as I know she will be delighted to read them.

We wish you all the best for the future and please do not hesitate to reach out for any future conveyancing needs.

Kind Regards,
Owen Paulo

Owen Paulo Legal からの回答

2025年9月15日

Hi Brian,

Thank you for taking the time to leave a review.

As you have stated, your allocated solicitor is currently on annual leave and although we appreciate your frustration, we do have contingencies in place to ensure that even when a solicitor takes times off, all of their files are covered to avoid delays from happening.

That being said, the other solicitors at Owen Paulo do have their own case loads as well and so it is to be expected that it may take slightly longer to get a response. This is particularly relevant for instances such as yours, where you ask for a general update on the progress of your transaction. Sadly, for the acting solicitor it is not as simple as quickly emailing you a reply, as what this means for them is that they have to take time to familiarise themselves with the intricacies of your transaction to ensure that they are able to contact you back with a suitable update and give you the most correct information. It would be counterproductive of us to give you an outdated or incorrect update.

With regards to the statement in your review, I can only see that we received 1 email from you, which was on the 8th, requesting an update. I cannot see that we received any other email from you before that (between your solicitor going off on Annual Leave on the 5th September, and your email on the 8th. This email would have given you the auto response advising that your solicitor is on annual leave but that their inbox was being monitored and someone will get back to you in due course.

We advise all our client to allow at least 48 hours for a response (although this can change depending on the level of work and time of year) and looking into your file I can see that this is something that up until now has been met by your solicitor, as I can see that all emails received from you to us has been responded to within 24/48 hours. Although we do ask for at least 48 hours, with your solicitor off on annual leave (and other solicitors covering their workload until they return), we hope that you understand that there may be slight delays in returning communication in instances such as this.

We are disappointed to see that your experience with us has been 1 star, especially considering that, until this instance of a delayed response, our replies to you have been within 48 hours (and in some instances the very same day) and looking into your case, you have been satisfied with your solicitor and the work that they have done.

It is my understanding that the acting solicitor has been in contact with you to provide an update and advise what work has been done on your case and this does therefore mean you have their direct contact details also for future communication until the return of your allocated solicitor.

If you are still unsatisfied with the handling of your case, then please do feel free to follow our complaints procedure and email complaints@owenpaulo.co.uk. our complaints procedure can be found on our website.

However, I hope you do feel that this will not be necessary and we can, throughout the remainder of the transaction, bring that 1 star back up.

Kind Regards,
Owen Paulo

Owen Paulo Legal からの回答

2025年4月22日

Hi Nathan,

Thank you for taking the time to leave us a review.

We are so happy to hear that you were pleased with the experience you had. We always Strive to ensure that our clients feel supported and are kept updated consistently throughout the process and so it is wonderful to hear that this was met.

We will certainly ensure your comments are passed on to Christina, who we know, will be delighted to read them.

We wish you all the best for the future and please do not hesitate to reach out for any future conveyancing needs.

Kind Regards,
Owen Paulo

Owen Paulo Legal からの回答

2025年3月24日

Good morning Teresa,

Thank you for taking the time to leave such a lovely review!

It certainly sounds like your transaction was a bit of a tough one, but we are so happy to hear that Phoebe, Lauryn and Emily were all there to help see you through to the very end! We are very proud of the 3 of them and the hard work they delivery so consistently!

We will make sure that your comments are passed on to the 3 of them, as we know they will be so happy to read them, especially first thing on a Monday morning!

We wish you all the best for the future and please do not hesitate to reach out for any future conveyancing needs.

Kind Regards,
Owen Paulo

Owen Paulo Legal からの回答

2025年1月30日

Good Morning Phoebe,

Thank you for taking the time to leave a review. Our teams work really hard to ensure that our clients are kept up-to-date and know exactly what to expect with the process so it is wonderful to hear that this was delivered for you.

We wish you all the best in your new home and please do not hesitate to reach out for any future conveyancing needs.

Kind Regards,
Owen Paulo

Owen Paulo Legal からの回答

2025年1月9日

Hi Scott,

Thank you for taking the time to leave a review.

I am very sorry to hear that you have not been happy with the communication and professionalism, based on your experience.

We work incredibly hard to make sure that all of our clients expectations are managed, as many come into the process of buying/selling/staircasing with unrealistic expectations. As such, we provide a lot of information very early on to explain to our clients what they can expect from us, timeframes for responses and when they are likely to hear from us, as due to the nature of conveyancing transactions, regular daily or weekly updates are not always guaranteed.

I am unable to find our file based on the information you have provided and so I therefore cannot look into your case to see what he issue may be and where the problem may lie, however, if you would like things to be looked into further then please email complaints@owenpaulo.co.uk providing the address and reference for your case and we will review and respond as per our complaints procedure.

Kind Regards,
Owen Paulo

Owen Paulo Legal からの回答

2024年12月20日

Hi Sam,

Thank you for taking the time to leave a review of your experience.

We are very sorry to hear that you had such as stressful experience with Owen Paulo, we assure you, it is always our aim to make sure the process is as stress free as possible.

Regarding our communication, we are sorry if it was difficult for you to receive satisfactory responses from our team, the run up to Christmas is an exceptionally busy time for all conveyancers and so it can have an effect on our response times, if the content of the responses was not satisfactory then again we do apologise, and we will certainly ensure that we look into that internally and liaise with the team about this so that we can make improvements going forward.

When we say that we will update you periodically, what we mean is that we will provide responses as and when there is something to update you on. As many of our updates did advise you, we were waiting on updated legal documents from other parties before we could proceed. We will always aim to provide an update when asked, but until we hold what we need to progress matters there is nothing further we can update you with. We will not necessarily be able to provide regular weekly updates and this is also clarified in a copy of our FAQs & our terms of business, provided to you alongside the quotation. We say this in multiple places so that our clients expectations are managed as early as possible. That way they know that they wont always hear from us on a regular basis, but they will hear when we have further information and rest assured this does not mean work isn't happening in the background. It is in our interests as much as yours to progress the matter as quickly as we can.

Our team saw a very large increase in workload in a very short amount of time and to avoid an impact on our service levels we put processes in place to help balance the sudden increase such as hiring new staff, creating new documentation and halting instructions for a short period of time. However, none of these are quick fixes and so we do apologise if you did not see a benefit from this.

We do extend our sincerest apologies if you followed through on the complaints procedure by emailing the head of department and had no response, as mentioned previously, it is an exceptionally busy time and so some delays to response times will be felt, during this period. Please rest assure, we will speak with Sebastian regarding this.

We work very hard to ensure that all our clients fully understand what to expect, especially when it comes to staircasing as it is such a niche process, and this is why we have many documents we provide to all of our clients at the outset of the process, clearly explaining what we must have in order to proceed to completion. All documents are provided to the clients alongside their quote, resent with the initial email from the solicitor and they are always readily available to download on our website. We do this so that clients feel like they have as much knowledge on the process as possible.

Again, we are very sorry to hear that you were not satisfied with the experience, as the last thing we want is for any of our clients to feel more stressed throughout the process

If you wish to discuss things in further detail, then please email our complaints email directly on complaints@owenpaulo.co.uk and a member of the team with review and respond to you accordingly.

We are happy to hear that the process when through and we wish you all the best for the future.

Kind Regards,
Owen Paulo

Owen Paulo Legal からの回答

2024年12月12日

Hi Sue,

Thank you for taking the time to leave a review. Firstly, let me say we are sorry you have had a poor experience and you feel as though you have done most of the chasing. Unfortunately, as we only have your first name, we are unable to find your transaction to review and back up your claims and make any formal comment, although as you have admitted that chasing needed to be done, I trust you will appreciate that as a firm acting for you, and you only, we cannot force any other firm to respond to us in any timeframe.

If a member of the Owen Paulo team have caused any issues that has created a problem for a client, then we will certainly take responsibility and look into where improvements can be made going forward. Based on your comments, I am to believe that you have read the responses to the other reviews we have received (good and bad) and can therefore see that we have taken responsibility for some points. However, we will never take responsibility for anything that is out of the hands of our team as we do not believe it is fair that we should. We are not the only party involved in the transaction and can only go as quickly as every other party.
If statements are made on a public forum regarding our firm that we do not believe are 100% accurate (although we will always appreciate that a person is entitled to feel how they wish to regarding their experience, especially with a process that sees heighted stress levels) then we will defend our firm and our team.

If you wish to discuss your transaction further then please contact complaints@owenpaulo.co.uk or visit our website to see our complaints procedure. A member of the team will review your complaint and respond accordingly.

We wish you all the best for the future and once again we are sorry for any poor experience you have felt during your transaction.

Kind Regards,
Owen Paulo

Owen Paulo Legal からの回答

2024年9月18日

Hi Hannah,

Thank you for taking the time to leave such a lovely review. We are delighted to hear that you had such a great experience of your sale with Lorraine!

We will make sure your comments are passed on to her as i am such she will love to read them.

We wish you all the best and please do not hesitate to reach out for any future conveyancing needs.

Kind Regards,
Owen Paulo

Owen Paulo Legal からの回答

2024年8月5日

Hi Emma,

Thank you so much or taking the time to leave a review.

We are so happy to hear that you had such a good experience with Isabel & the Staircasing Team. Staircasing, as a process, isn't really spoken about enough in our opinion, and so we have worked really hard to ensure that we are clear and concise with the information we give.

We wish you all the best for the future and please do not hesitate to reach out for any future conveyancing needs.

Kind Regards,
Owen Paulo

Owen Paulo Legal からの回答

2024年8月5日

Hi Rebecca,

My apologies for the delay in responding, I was not informed of your review!
Thank you so much for taking the time to leave us such a lovely Review. I will pass your comments onto Tina, Laura & Joel, who I am sure will be delighted to read them.

Your recommendation is greatly appreciated and we hope you have settled into your new property well.

Kind Regards,
Owen Paulo

Owen Paulo Legal からの回答

2024年7月8日

Hi Mel B,

We are very sorry to hear that you had such a bad experience with your House Sale.
With regards to your experience after you instructed Owen Paulo, please note that we do not advise clients to be patient with communication, but we do advise clients to be patient with the process. The process of selling a resale property is not quick, and many clients are, rightfully, very eager to get the sale completed. However, there is a legal process that has to be followed and as such, we contact all our clients at the very beginning of the process with clear information as to what the process is, what they can expect, where delays can crop up, and an estimated timeframe for the process. My apologies if this was misunderstood.
On top of this, we do also have an automatic response which advises our clients of estimated response times for email communication. As a conveyancing firm, your solicitor and their assistant will get a lot of communication from various parties on each of their files. As such, immediate responses are not always guaranteed. We note your comment about this being a red flag for you, however, we do respectfully disagree as we believe that ensuring our clients have clarity on what to expect, is vital.

Again, we would have to respectfully disagree with your statement of 'Absolutely awful service', looking at your file, I am not really sure what else we could have done. When you initially instructed us, you did not have a buyer, and no buyer was confirmed until very recently. So there was nothing further we could have done to progress your file until an MOS was issued, a copy of which we never received all the while you had instructed us.
Upon contacting your housing association for an MOS they advised that your potential buyer had not reached out to them to provide the necessary documents so no sale was approved. Therefore, our hands were tied in what we could do as, without a buyer, we are very limited.

Our advise was for you to not spend money on the management pack until a buyer has been found and confirmed by the HA, this is because the documents included in the management pack have an expiration date and so ordering it too soon before a buyer is found means there is a risk of having to spend money on a new one later in the process. However, you requested we go ahead with purchasing it and so we did, as was requested.

We do apologise if you were not satisfied with the communication, however, I can see in the file that all your emails were responded too, sometimes the same working day, although there was a delay of a couple of days in 1 instance due to sickness, which upon returning to the office the assistant clarified and apologised.
Once again, we are very sorry to hear that you were not happy with the service that we gave, unfortunately, looking at your file, I cannot see that we could have done anything different. We responded to your queries, provided information on what to expect and did as you requested where it was possible for us to do so.
We wish you all the best with your new solicitor and if you wish to take this further then please email complaints@owenpaulo.co.uk

Owen Paulo Legal からの回答

2024年7月2日

Good Morning Everton,

Thank you for taking the time to leave a review!

We are so glad to hear that you were so happy with the experience you had with us. Communication and knowledge are incredibly important to us, so it is vital we keep our clients updated with what is happening and what it all means. many of our clients are first time buyers and the process of buying a home is incredibly stressful, so we will always do what we can to ensure that we alleviate that stress as much as possible.

I will pass your comments onto the solicitor and their assistant, as I am sure they will be delighted to read them.

We wish you all the best in your new home and please do not hesitate to reach out for any future conveyancing needs.

Kind Regards,
Owen Paulo

Owen Paulo Legal からの回答

2024年4月15日

Hi Billy-Ray,

Thank you so much for your review. We Work hard to ensure that communication is clear and concise, particularly because many of our clients are first time buyers. We are happy to hear that we delivered this for you and gave you a smooth, straight forward experience.

We wish you all the best in your new home. Please do not hesitate to reach out for any future conveyancing needs.

Kind Regards,
Owen Paulo

Owen Paulo Legal からの回答

2024年2月15日

Hi Penni,

Thank you so much for taking the time to leave a review! Buying a house can be an incredibly stressful process, but we are so happy to hear that it went through successfully for you and your conveyancers delivered the level of service we always strive to give.

We wish you all the best in your new home and please do not hesitate to reach out for any future conveyancing needs.

Kind Regards,
Owen Paulo

Owen Paulo Legal からの回答

2023年8月25日

Hi Yanal,

Firstly, thank you for being the first person to leave a review!

Secondly, thank you for your kind words. I have passed them on to the staircasing team, who will be delighted to hear how happy you were with the service they provided.

Thank you,
Owen Paulo