Cavendish Legal Group

We began an equity transfer with this firm in July 2025 for what should have been a very simple matter. Unfortunately, it was instead a constant battle against the most basic errors, shockingly unprofessional communication, and a complete lack of client care. Every single stage of this process has been like pulling teeth, and frankly the company should be embarrassed at the way their staff deal with clients. Right from the start we encountered serious, fundamental mistakes. The first red flag was when the Transfer Deed had a critical error: it was sent to the seller with my partner's name in both purchaser fields, completely omitting me. If the seller had not luckily been my own sister, who happens to be a former lawyer, this error may not have been spotted and could have caused significant delays and financial impact. This pattern of basic error was repeated when the form again failed to properly detail our agreed tenure as tenants in common, requiring further correction and delay. These errors demonstrated that the case handlers clearly did not read through the documents they sent out. The communication was appalling. Emails were lazy and sometimes so poorly written they were hard to understand. There was zero attempt at professionalism. We were routinely given incorrect information (like being told the seller hadn't returned documents when they had), which caused unnecessary panic and forced us to act as go-betweens to fix their errors. Another frustrating situation was when a final balance invoice included an unexplained £1,000+ fee. No thanks to ONP, we discovered this was because the final redemption figure on our old mortgage was higher than the initial estimate from July. At no point was this variance flagged to us, which could have allowed us to adjust our borrowing. Even worse, our case handler could not understand our questions about it. After four clear emails seeking an explanation, the responses were evasive and showed a baffling lack of basic knowledge. I am still shocked that a conveyancer seemed unfamiliar with such a common remortgage issue. As with everything else, it was down to us to work out what was happening. Finally, we discovered that the new mortgage was set up to be paid out of a specific bank account without any prior discussion or consent from us. We were given no say whatsoever in which account the funds would be drawn from, they just seemingly took the liberty of picking out a bank account from the various details we had provided them for the process. After completion, we had to keep chasing for basic updates on outstanding documents, and were met with uninterested, dismissive responses – including one asking us what address we were even talking about. Frankly, anyone who has worked in any kind of job like this knows it takes two seconds to check an email chain to find that information. If it's not incompetence, then it's simply contempt for customers. The only positive note is that a separate team within the firm, which handled our declaration of trust, was professional and efficient, as you would expect. This does seem to be a particular issue with ONP’s conveyancing team. Overall, we were forced to manage and drive the entire process while correcting the firm's mistakes. The sheer lack of professionalism, care, or basic accountability made this one of the worst professional experiences we've ever had. I would strongly advise anyone to look elsewhere for conveyancing matters, as the stress and risk are simply not worth it.

Was shuffled off to these guys by a mortgage broker. Expect automated communication, and when it's not automated it's unbelievably poor. I haven't completed my remortgage yet and I feel extremely concerned by the whole process. P*** poor.

ONP were provided by the bank we were remortgaging with. I have bought and sold property for over 40 years, I have never had such a poor legal experience as that provided by ONP. 1. They wanted all comms through their app, but they didn’t keep it updated, eventually a member of staff admitted that emailing directly would be better. 2. They couldn’t get our title deeds, we ended up providing them after they got the deeds for a neighbouring property. 3. They are so slow at doing the simplest of tasks, I wonder what they gain by prolonging the process. 4. Staff could not comprehend even the simplest and most succinct emails, so I got replies asking me for the information that I had sent them in the email. I would never choose ONP, I can only assume that a high street bank partners with them because they are cheap.

We have had a very poor experience with ONP Solicitors during our remortgage. Despite providing the requested documents, I was asked to resend the same information, which made it clear that previously submitted documents were not being processed or tracked properly. Multiple confusing and contradictory communications from ONP Solicitors have made it hard to understand what documentation we need to provide. Communication was consistently unreliable. Emails have been left unanswered and updates have not been provided. This lack of response has directly caused delays at a time when deadlines are critical. Incorrect information was also given to both us and an external organisation involved. For example, ONP Solicitors claimed not to have received contact or documents that had in fact been sent. They also submitted required paperwork using the wrong template, which we are waiting for a resolution on. These repeated errors and delays have put us at significant risk, including moving onto our current lender's follow-on rate and jeopardising our new mortgage offer. The whole process has felt disorganised, inconsistent, and unprofessional. Based on this experience, I cannot recommend this ONP Solicitors and would strongly encourage looking elsewhere. Our new lender offered to pay for a set value of the standard legal fees if we used ONP Solicitors. I will think twice before doing this in the future, and will be letting the new lender know about the awful experience we have had with ONP Solicitors!

Started a simply remortgage process in March, have had to constantly chase, documents have been lost, case handler gone on holiday with no assigned cover. Costing me hundreds due to their delays, will be looking for this back.