Tls Solicitors レビュー 

Tls Solicitors からの回答

2025年4月9日

Thank you for your feedback. We are sorry that your experience did not meet your expectations.

You arrived on time for your appointment, and we acknowledge that you were left waiting for approximately 30 minutes. The delay was due to a meeting that ran over. When any meeting runs over, there are contingencies built into our scheduling to account for this. Unfortunately, on this occasion, the meeting went on longer than anticipated. It was unexpected and non-standard, but these things do happen. We understand from reception that you confirmed you did not wish to wait a couple more minutes. Had you been willing to wait just a few more minutes, we would have been able to see you as planned, and provide you with a full hour of our time, entirely free of charge.

You were not turned away, nor was your appointment cancelled or reduced. You were due to receive the same level of care and time as any other Free Wills Month participant. It is therefore disappointing that, rather than waiting, you chose to leave and then proceeded to leave a one-star review and contacted the organisers of Free Wills Month to request that our firm be removed from the scheme.

With respect, we believe this reaction is wholly disproportionate to the circumstances. A short delay, during which we were still prepared to provide you with the full benefit of the scheme, has resulted in an attempt to undermine both our practice and our continued participation in an initiative that benefits the wider public.
We are one of the only firms in the South East offering our services through Free Wills Month, and previously the only participating firm in Central London. We regularly accommodate individuals who travel from across the region to access this service. The fact that you had to travel from Kent is unfortunate, but it reflects the lack of local providers in your area, which is outside our control. Rather than supporting or acknowledging the effort we make to facilitate these appointments for people from a wide geographic area, your response suggests that this was used as a further criticism, which we believe is neither reasonable nor fair.

We are proud to have helped raise and secure over £5 million for charitable causes through Free Wills Month. We offer our time and legal expertise without charge to support that mission. Your experience, while unfortunate in timing, did not involve any refusal of service or negligence, and would have been rectified in full had you waited a few additional minutes.

We have also noted that the majority of the 45 reviews you have submitted on Trustpilot are one-star ratings. While you are of course entitled to express your views, such a pattern suggests a consistently negative reviewing approach, which calls into question the proportionality of your feedback in this instance.

We remain committed to providing high-quality legal services to all clients, whether paying or through charitable schemes. We also remain proud of our contribution to Free Wills Month and the genuine public benefit it delivers.

Sincerely,

TLS Solicitors

Tls Solicitors からの回答

2025年3月5日

Thank you very much for your kind 5-star review. We truly appreciate you taking the time to share your experience. It has been our privilege to assist you, and we are delighted to know you were satisfied with our service.

Should you require any further legal support in the future, please do not hesitate to get in touch.

Tls Solicitors からの回答

2025年3月5日

Thank you very much for your kind 4-star review. We truly appreciate you taking the time to share your experience. It has been our privilege to assist you, and we are delighted to know you were satisfied with our service.

Should you require any further legal support in the future, please do not hesitate to get in touch.

Tls Solicitors からの回答

2025年3月5日

Dear Chrissy,

Thank you for taking the time to leave your feedback. Naturally, we are disappointed to receive a one-star review, particularly as we strive to provide a high standard of service and have received countless five-star reviews for our Wills team. In fact, we are also recognised on Martin Lewis' MoneySavingExpert as a provider of Wills and LPAs, further demonstrating the quality of our service.

The timeframes referenced in your complaint are fully in line with the expected norms under the Free Wills Network—a service for which you have not personally paid. As one of the very few, if not the only, central London law firms participating in Free Wills Month, our experience is that clients are overwhelmingly satisfied with the process. Your review does not reflect the many five-star reviews from clients who have received the same level of service and similar timeframes.
With regard to your certified copy of the will, we originally posted it on 29th January. When we became aware that you had not received it, we promptly sent a second copy on 25th February. Any delay in receipt was therefore due to postal service issues, which are outside our control. Furthermore, had there not been multiple amendments to your will at your request, the process may well have been quicker. Despite this, we made all requested changes without charging any additional fees.

Given these facts, we do not see any reason why we should not have received a four or five-star review. Even if you wished to deduct a star due to the postal issue in January, this would have been a matter outside our control and attributable to Royal Mail, not our service.

Upon reviewing your other Trustpilot reviews, we note that you have consistently given only one-star ratings to all businesses you have reviewed. This suggests that your default position is to leave the lowest possible rating, regardless of the actual service received. While we fully respect your right to share your experience, we do not believe this is a fair or reflective assessment of the service we provided.

We take all feedback seriously and are always happy to address concerns, but we also believe that reviews should be reasonable, balanced, and based on an accurate reflection of events.

Kind regards,
TLS Solicitors

Tls Solicitors からの回答

2025年3月5日

Thank you very much for your kind 5-star review. We truly appreciate you taking the time to share your experience. It has been our privilege to assist you, and we are delighted to know you were satisfied with our service.

Should you require any further legal support in the future, please do not hesitate to get in touch.

Tls Solicitors からの回答

2025年3月5日

Thank you very much for your kind 5-star review. We truly appreciate you taking the time to share your experience. It has been our privilege to assist you, and we are delighted to know you were satisfied with our service.

Should you require any further legal support in the future, please do not hesitate to get in touch.