Gillian
This review was submitted by a verified client of Pepperells Ltd.
House -completion of sale . Solicitors Account handler Megan
No support given for onboarding other than direction to the online portal. Fortunately my daughter is IT literate but the portal process is long and frustrating especially the need to move from screen to uploads and back which needed re navigation to portal each time. Post on-boarding, there was minimal contact from the conveyance team and no verbal contact at all with Megan, with each of our emails answered by team member Paige. We felt we had to check and chase rather than bring kept up to date. The Transaction of funds upon completion was a farce - incorrect amount of payment to our estate agent was calculated by the conveyancing team leading to an unacceptable delay in the agent receiving her payment and the unusual ( we hope) situation of the firm having to ask us to sent them back £400+ to settle the estate agents fees correctly. No explanation was given for this error. Honestly I have no idea what I paid the firms fee for. Felt like we were on a production line with minimal attention. Ironically the most persistent contact had been the auto request for this feedback.
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A representative from Pepperells Ltd responded to this review
Thankyou for your review. We value your feedback and will ensure this is passed ono the relevant departments. Your comments are helpful to us as they help us to continuously improve on our service. We are sorry to hear that you feel disappointed with the outcome of your matter. Please do not hesitate to contact the client services department if you would like to discuss this further.
