anonymous
Appalling Client Care, Lost Documents, and Extreme Stress
We are posting this review now that our sale has completed to warn others. Dealing with Taylor Rose turned an already stressful process into a genuinely traumatic experience. We escalated our complaint to the Head of Client Care, but the firm chose to protect their staff and hide behind timelines rather than take accountability for their service. If you choose to use Taylor Rose, be prepared for the following: Communication Failure: Our solicitor refused to pick up the phone to guide our cooperative leaseholder through a simple ID2 identity form. Her blunt and confrontational emails caused the leaseholder to feel forced to appoint his own solicitors, landing us with a massive bill. When I stepped in and called the landlord myself, we cleared up the misunderstanding in minutes. Our Taylor Rose solicitor eventually apologised to the landlord, but it was unfortunately too late; the landlord had already appointed his own legal representation because he was so unsatisfied with her attitude. A simple 5-minute phone call from the start would have saved us thousands of pounds. They Lost Our Sensitive Documents and Blamed Us: The firm lost vital documents we sent them, forcing us to quickly re-sign and re-send replacements under immense pressure. At the time, they blamed us and claimed we had never sent them. However, in their formal complaint response, they finally admitted they did receive them but had scanned them incorrectly onto the back of a completely different document and "overlooked" them. Doing Their Job For Them: 1. The solicitor repeatedly drew up incorrect deed plans which would have legally blocked two of our neighbours from accessing their own front doors. Because she was struggling, I had to personally redraw the plans for her. The firm has since admitted to us in writing that the solicitor "is not legally qualified to draw up plans"—yet she attempted to do so anyway instead of advising us to seek a professional from the start. 2. I had to personally contact the Land Registry to find out what was stalling our Deed of Variation. The Land Registry told me exactly what was missing and noted that the solicitor could see this on her portal. Yet, when asked, our solicitor shut us down, ignored my queries about the portal, and insisted she was just "waiting on an email." I had to hunt down and coordinate with the third parties myself to get the final sign-offs. Total Lack of Empathy: Throughout the entire process, our solicitor felt cold and completely lacked human emotion, which is so key when dealing with the stress of moving home. A prime example of this was when our buyers pulled out after 4 months; there was no phone call, just a cold email telling us to let her know when we had new buyers. When we tried to push things forward to protect our position, we were met with defensive remarks like, "I won't be working any faster or slower than I normally do." Taylor Rose is a massive company and they undoubtedly have great solicitors, but our experience was appalling. Our only goal now is to ensure no other family has to go through the trauma, extreme anxiety, and absolute lack of client care that we had to endure.
A representative from Taylor Rose responded to this review
Hi, we are sorry to hear of your concerns and thank you for sharing these with us. Please be assured that your comments will be passed on internally to the relevant departments.
