anonymous
Very bad
Rang to ask if they could certify a birth certificate and witness a CFP203 form, as my autistic daughter doesnt know anybody in the profession needed. I was told yes, and that it would cost £30. When we got there they certified a copy of the birth certificate but wouldn't sign the form they agreed to. I was still charged the 30, and when paying told them I was disappointed and would be leaving a review to express this . The receptionist smirked as I said this. This resulted in my autistic daughter having a meltdown. Will be making a formal complaint and escalating to the legal ombudsman if necessary. If we knew they couldn't sign the form, we wouldn't have paid for the copy of the birth certificate that is no use to us. We feel like we have been scammed and our vunerable daughter has been upset for no reason. They tried to get my review removed by lieing that I wasn't a client, despite leaving the following response: I am sorry you have had a difficult experience. I have checked the initial telephone note, and there was no reference to a form needing to be signed. Where a form needs to be completed, we would always request sight of the form in advance to ensure that the person assisting is able to deal with it properly or advise on any alternative options that may exist. The £30 charge for certifying the birth certificate was quoted correctly over the phone. The certification was completed and charged accordingly. You were informed at the meeting that the form, which we were not made aware of prior to the meeting, could not be signed because it required the signatory to have known your daughter for 2 years or more, which was not the case. We have stringent professional obligations that require us to follow strict rules and act with integrity at all times; naturally, the public would expect us to adhere to and uphold those responsibilities, and I am confident that we do so here. We were simply not in a position to sign the form you brought with you. Had we been made aware of the form before the appointment, we would have informed you that we would have been unable to sign it in the circumstances. I have spoken to our receptionist, whom I hold in the highest possible regard. She has confirmed to me that her professionalism prevailed throughout the meeting with you and your daughter, and she certainly did not 'smirk' at any remark you made. I have actioned our internal complaint procedure and will correspond further with you in due course, but this is the only opportunity for us to respond to your review before we can undertake that process in discussion with you. A number of our team members have neurodivergent and autistic children (including me), and we are hugely supportive of the challenges these children face in today's society and the support that is required to help them at every level. We were unable to help you and your daughter with the form, but the signatory clause is clear. You were only charged for what was agreed in advance. I have an invoice that proves im a client too
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A representative from Lovedays Solicitors responded to this review
We apologise for this error – we were in the process of removing the numerous duplicate complaints from you and your daughter, which we are quite entitled to do. We are satisfied with your one complaint and our response.
