Matter Type:
Residential Conveyancing
Andi
Collected on:
No Communication. No updates. Poor service.
We are 7 months into purchase/sale and coming close to completion. In the initial set up the 'new business team' forgot to send out the right forms, could not operate the system properly, were rude when speaking on the phone and could not answer questions. It was almost a month before we were even appointed a solicitor. Initial introduction call was pleasant, however since then everything has been done via email where we have to wait at least 2 weeks for any response. Constant 'out of office' replies, having to chase multiple times and the justification being that they are awaiting a response on email from another solicitor. What happened to the days where people picked up the phone and answered a question immediately? After 7 months we have proposed a completion date, which is in 9 days. This was sent out to parties by our solicitor 9 days ago, since then we have chased a response with 4 emails and 3 phone calls and not been acknowledged once. The portal still says 41% complete which it has for months and is never updated. Mortgage offer is due to expire and no sense of urgency whatsoever. The irony of the 'on hold' message saying "communication is key. We will take the stress out of your move" is ridiculous. The only way we have had any updates on the case is from being in direct contact with our buyers and vendors. Tried to call to escalate it but told there is nothing that can be done, so a public review seems to be the only way to be heard.
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