anonymous
Stressful experience
We had an extremely stressful and frustrating experience with this firm during our property purchase transaction and felt completely unsupported as clients throughout the process. Communication was poor. There were periods when they ghosted us and we spent weeks chasing updates through repeated emails and calls, often hearing nothing back for long periods. When responses did come, they frequently felt dismissive rather than helpful. They also seem sloppy with their work. We noticed errors in the documentation sent to us. Our transaction became abortive due to multiple delay from both sides. We received an invoice several months later without any proper breakdown of the charges. When we asked for clarification and supporting invoices, communication again became extremely slow, yet pressure for payment remained immediate. We did not feel our complaints about the service were acknowledged or addressed and in fact, were threatened with litigation. In the end, we got fed up and we paid simply to bring the matter to a close. Based on our experience, we would absolutely not recommend this firm.
from Redferns Limited
Thank you for taking the time to share your feedback. We are deeply sorry to hear about your experience during your property transaction and that you felt unsupported, particularly during what we know is already a very stressful process. We take allegations regarding poor communication, billing clarity, and service quality very seriously. While we cannot discuss specific client details in a public forum due to confidentiality, we strongly regret that our service fell short of your expectations and that our handling of the fee settlement left you feeling pressured rather than heard. We want to investigate these matters thoroughly, including the delays, documentation errors, and how your billing enquiries were handled. Please reach out directly to our Client Care team so we can review your file directly and address your concerns with you.
