Ackroyd Legal (London) Llp

I had a very positive experience with Ackroyd Legal and would highly recommend them. A special thank you to Jodie Wong, who handled my case professionally from start to finish. She was responsive, clear in her communication and worked hard to keep everything progressing, particularly during the final stages when there were several matters to coordinate with the lender and the other party’s solicitors. Her efforts ensured that we successfully completed on the agreed date. I would also like to give a special mention to Raymond Lee, Transfer of Equity Assistant, for his help and support throughout the process. His assistance was greatly appreciated. Thank you to Jodie, Raymond and the team for getting everything over the line. Excellent service and a well-deserved 5 stars.

I have been trying to get an estimated completion date to come off my mortgage for two months now. Every time I ask, I get an email with an excuse as to why they cant provide one. Always someone else's fault, I really dont understand as to why it's so hard to give me this information. I cannot reserve another property until I have this information. So so bad at communicating aswell, never email me first always have to chase them up. DO NOT USE THIS COMPANY!!!! Zero stars if that was an option

I have never encountered such a chaotic and frustrating onboarding process from a conveyancing firm. Within days of instructing Genevieve Snow at Ackroyd Legal, I discovered multiple contradictions in their own paperwork. The engagement letter stated a £35 payment on account in one section and a £150 payment on account in another, leaving me to chase them to find out which figure was actually correct. The portal instructions were equally confusing, and the login credentials provided failed to work as instructed. What made matters worse was the complete lack of ownership when these issues were raised. Despite providing screenshots showing that I had followed the instructions and that the portal credentials did not work, I was repeatedly told to use the very same credentials and processes I had already tried. It felt as though nobody was actually reading my emails before responding. The communication was astonishingly poor. I was told to contact the phone team, only for the phone team to tell me to wait for an email response. When I eventually spoke to my case handler, I was met not with an apology or an attempt to resolve the problems, but with blame-shifting and defensiveness. Rather than acknowledging the errors and inconsistencies that were causing the issues, the impression given was that everything was somehow my fault. The most worrying aspect is that these problems occurred before the legal work had even properly started. If a firm cannot provide accurate paperwork, consistent instructions, or basic customer service during the onboarding stage, it does not inspire confidence in its ability to manage a property transaction involving hundreds of thousands of pounds. Based on my experience, I would strongly advise prospective clients to look elsewhere. There are too many conveyancing firms available to accept this level of incompetence, contradictory information, and poor client care.

I would not use this firm again. Buying a property is stressful enough without having to constantly chase your own solicitor for answers. Despite what the firm claims, our experience was one of confusion, poor communication and a complete lack of proactive support throughout the transaction. This was an auction purchase, yet it often felt as though we knew more about the process than the solicitor handling the file. We were left extremely concerned shortly before completion when it appeared we needed to find an additional £10,000, causing unnecessary stress at a crucial stage of the purchase. The problems didn't end after completion either. Months later, both ourselves and the management company were still chasing matters that should have been dealt with as part of the conveyancing process. The management company had no idea we had even completed and moved into the property, and repeated attempts to contact the firm went unanswered. What disappointed me most was the response to our formal complaint. Rather than acknowledging our experience, the firm chose to count the number of emails sent and effectively tell us that our expectations were unreasonable. Communication is not measured by the number of emails sent; it's measured by whether clients are kept informed, understand what is happening and feel supported throughout the process. The fact that I felt compelled to raise a formal complaint says everything about the service we received. Also the fact that Ackroyd Legal finished the complaint off with 'Please note that this reply closes the complaint.' On who's terms? Definitely not mine.

I had an extremely disappointing experience with Ackroyd Legal, who were appointed by LSM. This is the second time I have had a poor experience with this firm, which makes it even more concerning. The service was consistently unprofessional, careless, and at times shockingly incompetent. I was repeatedly given incorrect and misleading information. Each time I called to follow up, I was given different answers, which only added to the confusion and lack of confidence. They also failed to switch the mortgage product on the agreed date and did not inform me of the delay. I only discovered this after chasing them myself more than two weeks later. This lack of communication and accountability caused unnecessary delays in transferring my mortgage product from Skipton to Leeds. As a direct result of their errors, I ended up paying additional interest, which should never have happened. Communication throughout was poor. Responses were irregular and often came at odd hours, sometimes around 3am, raising serious concerns about whether my case was being handled by staff outside the UK who may not be fully familiar with UK legal requirements. At no point did I feel confident that my case was being managed properly. The entire experience was frustrating, stressful, and entirely avoidable. Based on my experience, I would strongly advise others to think twice before using this firm. The level of service falls well below what any client should reasonably expect.