Robyn M-M
Poor Communication, Serious Mistakes, Inadequate Resolution
I would strongly advise against anyone instructing Taylor Rose for a property transaction. Following our purchase, Taylor Rose failed to identify errors in our mortgage deed before submitting the registration application to HM Land Registry. This led to avoidable requisitions, significant delays and months of uncertainty. Communication throughout the process was extremely poor. We repeatedly had to chase for updates, were provided with the contact details of an employee who had already left the firm, and ultimately had to contact HM Land Registry ourselves to establish the status of the application. It was only through our own enquiries that we discovered the application was approaching a critical deadline. The delays had serious financial consequences. Our mortgage offer expired whilst the registration issues remained unresolved, forcing us to secure a new mortgage product at a significantly higher interest rate. Taylor Rose has accepted responsibility for a number of failings and has offered a small amount compensation but nothing close to our losses. We remain dissatisfied with the outcome and have now referred the matter to the Legal Ombudsman for independent review. What is most disappointing is that the complaint itself took almost six months to reach a final response, including missed deadlines within Taylor Rose's own complaints process. Mistakes can happen, but what matters is how they are handled. Unfortunately, our experience was characterised by avoidable errors, poor communication and a lack of accountability for the full financial impact of those failings. Based on our experience, I would not use Taylor Rose again.
A representative from Taylor Rose responded to this review
Dear Robyn, we are sorry to hear of your concerns. I have ensured that your concerns and comments have been passed onto the relevant departments to help us consider improvements for the future.
