O'neill Patient Solicitors LLP

Truly awful service! Our case handler has been great, but unfortunately, the KYC team responsible for checking our funds has been absolutely awful. There is little to no communication, and we are constantly being asked to resubmit the same information. I must have provided the same documents around 4–5 times now. If there is an issue with any of the documents, nobody bothers to let us know what the problem is or what needs to be done to resolve it. Getting hold of anyone is practically impossible. They don't answer the phone or return calls, and one agent even told me on Friday that she had lots of other cases to deal with! Like that's my problem! We have also submitted our identity checks three times, yet they are still not marked as complete. We are so close to completion, but the lack of communication, organisation and urgency from the KYC team is making the entire process unnecessarily stressful and frustrating. It genuinely feels as though nobody is taking ownership of our case. Credit where it's due, our case handler has been great, but the experience with the KYC team has been appalling. Based on our experience so far, I would strongly advise others to think twice before using this service. Absolutely shocking customer service

Used ONP as the solicitors for a remortgage which involved a buy-out - they added nothing but stress to the process. Our original case manager didn’t respond to a single email we sent her, answer any phone calls or return a single voicemail over more than a month long period. On at least 3 occasions she sent an unclear message via the app at 5pm on a Friday, when I would immediately reply or call to clarify - out of office. We were repeatedly told the ID we provided wasn’t verified correctly, despite her colleagues telling us it was. We were under some time pressure and absolutely nothing was being done on our case. I phoned 4 times over 2 weeks to raise a complaint, asking to speak to a manager and was told a supervisor would call me back within 48 hours. I never received any call back or acknowledgement of the complaint raised. After my fourth call we did have our case manager changed - Hannah Richards took over and to be fair I cannot fault her. She was wonderfully helpful, clear and responsive. Her hard work meant that things did get resolved and I genuinely appreciate all she did. Still a shame however that it took such a poor experience and multiple complaints to receive the level of service Hannah provided. And I never did hear from a supervisor. Due to this I would not recommend using ONP - I have never been more stressed than I was during this process.

Brace yourself for missed deadlines, overpayments, last minute requests, inexplicable jargon and total absence of attention to details. A disgraceful experience throughout. Grace Carter the main character of this tragedy.

Had the misfortune of having to use ONP as directed by a mortgage provider. Service was indescribably bad, emails unanswered for weeks, everything last minute leading to extra unnecessary costs. Complaints ignored and complaints procedure not implemented

If you read the other reviews for this company you will see a pattern: Awful customer service, inaccurate or incomplete information being provided, slow and unresponsive to any form of communication, the use of an app that is absolutely pointless and overall a complete lack of professionalism along the way. All of this is exactly what I experienced from start to finish. This remortgage would not have happened unless I had intervened and basically done their job for them. I was appointed this solicitor firm as part of a remortgage and you can understand why it is a free service because nobody would ever pay this company themselves. My advice: Read the reviews for this company, believe what everyone is saying, pay money for a firm that actually knows what they are doing, stay well clear of ONP.