Matter Type:
Residential Conveyancing
Steve
Collected on:
Customer Non-Centric
I recently used them for conveyancing and when the market took a downturn we ceased looking to sell. They tried to charge abortive costs and when challenged and threatened with the Ombudsman refunded monies paid. I invoked their complaints procedure, which was handled by a Partner who did not listen to the complaint and kept repeatedly referring to their abortive costs policy (a bit "Computer says no"). Their complaints procedure is flawed as once the Partner has made their decision and this has been rejected they can then review their own decision! Interestingly, at no point did anyone pick the phone up to speak to me to discuss why I was unhappy with their services - this speaks volumes. Next stop is the Ombudsman
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