Matter Type:
Leasehold properties
Joseph
Collected on:
They just want your money then ignore you
At the start spoke with Shah, he sold us a fast-track service where we were trying to complete before the stamp duty changes which was £600 inclusive of VAT. 5 minutes later he calls back saying some documents will take a long time...but there is a quicker way for a fee. This was immediately a red flag. I said I did not really want to pay it as I had literally just paid another fee for the process to go quicker. He said he would get back to me (he never did). I am guessing because he realised what he was doing was not ethical.
We then had Nithi who was ok. Estate Agents who were asking for an update of any kind did not get any, then we were told Nithi was on annual leave for a couple of weeks. I would think especially in a fast-tracked process there would be some sort of hand-over, but no. Everything went through before the deadline and she did well when we were sorting out Lifetime ISAs, so credit where it us due.
We are still owed £180 as we overpaid them accidentally. After almost 3 months and constant chasing and calling we have heard nothing. Nithi is never available apparently - as they run away from this issue. I am considering my options as to what to do from here.
So quick to take money from you, but if they owe money then they ignore you.
Would not recommend as their practices are completely unprofessional and potentially illegal.
Shah Ali from Waterstone Legal responded to this review on 24 June, 2025:
Thank you for your feedback. We would like to clarify several points raised in your review to ensure an accurate understanding of the situation. 1. Funds Held by Solicitors It is incorrect to state that the funds in question are currently held by Waterstone Legal. The monies remain with the other side’s solicitors, and we have been actively pursuing their release on your behalf. We understand the frustration caused by delays, but please be assured that we are consistently following up to expedite the process. 2. Fast-Track Service and Additional Fees At the outset, you engaged with Shah regarding our fast-track service, which was quoted at £600 inclusive of VAT. During the initial stages, it became apparent that certain documents might require additional time to obtain. Shah discussed alternative options that could potentially expedite the process, which may have involved further fees. We regret any confusion this may have caused and apologise if our communication did not meet your expectations. We will review our procedures to ensure greater clarity in the future. 3. Case Management and Communication We acknowledge your comments regarding the transition of your matter to Nithi and the subsequent communication issues during her annual leave. We strive to maintain continuity in all cases, particularly those on a fast-track basis, and we regret any inconvenience caused by the lack of a formal handover. We appreciate your recognition of Nithi’s efforts in handling the Lifetime ISA aspect of your transaction. 4. Refund of Overpayment Regarding the £180 overpayment, we apologise for the delay in processing your refund. As previously mentioned, the funds are not held by Waterstone Legal, and we are awaiting their release from the other side’s solicitors. We remain committed to resolving this matter and will continue to keep you updated on any progress. 5. Professionalism and Legal Compliance We take allegations of unprofessional or unlawful conduct very seriously. Waterstone Legal is committed to upholding the highest standards of professional and ethical practice. If you have any further concerns, please contact us directly so we can address them promptly. Thank you for bringing these matters to our attention. We value your feedback and are committed to resolving your concerns as swiftly as possible.
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