Had no option but to use this company as part of our Re-mortgage deal.
Communication is REALLY poor. Requested call backs as their messages through their portal made no sense. A combination of standard paragraphs and poorly written requests, which conflicted with each other. Even their posted documentation conflicted with the messages. IE, we 'need a certified copy of your marriage certificate or the original' (in a letter). Portal message stated we 'need a copy'.
No explanations as to exactly what was needed when. Messages are sent via the portal with names on that are not actually dealing with your case.
When they did eventually call at 4.45pm and left a message, I called back at 4.55pm, was told 1. The person was off sick 2. The person who was dealing with our case was not available and that they finish at 5pm, so I could not speak to them or a manager to escalate. This was the day before completion and I had requested call backs for 3 days prior.
Messages are lazy, poorly written and overall just a shocking service.