Mark
Lack of Diligence showed by Tracey Granger WBW Paignton.
The lack of diligence showed by Tracey Granger WBW Paignton was well below standard she failed to show the necessary care and effort in performing the task for which we had used her services to obtain Probate to settle my late Mothers Estate. Her incompetency and consequences caused a domino effect that cost the estate financially, and to us the emotional and stress was abhorrent, it was so upsetting at a very sad time in our lives. During this period Tracey even writes to us retrospectively telling us she is increasing her hourly rate to £285 + VAT as she is now an Associate with over 8 years experience. Everything was handed to her including hard copies of paperwork to obtain Probate, Tracey went through the paperwork and said all looked very straight forward. From then everything went down hill. Tracey failed to follow instructions when the Probate Office asked for additional information she emailed her response to a wrong email address so we were never going to get Probate thus could not sell assets. Tracey failed to keep us updated it was us that contacted the Probate Office to find why Probate had not been granted it was then we discovered her mistake. The things she said she would do, she did not, getting hold of her was never easy there was so many mistakes and apologies caused by her. We even had the Estate Agent raising concerns about her. We did what the Client Engagement letter said and contacted her to try and come to some resolution this was not successful. We then contacted Jane Couch Client Care as my Mothers Estate spent £1000's all we were offered was £250 off the bill and £250 as a gesture! We asked Jane if she would kindly look at our case again and asked for 20% of the Bill due to the hours and hours we had spent writing letters, and the additional costs to the Estate, we had to pay additional utility costs, interest, and maintenance to name a few things, this was denied. We were told if we remain dissatisfied we need to report to the legal Ombudsman within six months. There is so much more we could write. It took 538 days from the day we handed all the paperwork in to Tracey to the Estate being finalised just shocking. We truly wanted to sort this out amicably with WBW and not go down this route, now we have to spend more of our time writing to the ombudsman. This review reflects our personal experience and we can back everything with factual evidence. We would most certainly not recommend her, had she done her job properly we would not have gone through any of this stress.
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A representative from WBW Solicitors responded to this review
It is always disappointing when a client indicates dissatisfaction. Our satisfaction levels consistently exceed 90%. This is particularly satisfying given that we act for in excess of 9000 clients at any given time. On occasions, we are unable to meet a client’s expectations. On this occasion, we have attempted to find a resolution. Where our internal complaints process has been exhausted, we quite properly inform our clients of their ability to seek an independent opinion from the legal ombudsman. It is not this firm’s policy to engage in dispute resolution via social media or review platforms. Further, it would not be appropriate for us to do so where clear channels and procedures already exist for dealing with these matters.
