Lucas & Wyllys

Unfortunately, this is a negative review of Lucas and Wyllis. My experience was most unpleasant. I did indeed feel I was treated like a fraudulent shoplifter type, not a gentleman seeking a local conveyancer for my auctioned property. The main frustrating problem was the identifying process, which I explained was, for me at least, impossible to progress. As I had chosen a local conveyancer, I wanted to seek help in this process. Despite my many attempts, accomplishing this task was beyond my ability. An appointment was made for Friday with the understanding that I would come into the office to perform this task either physically or biometrically, considering I was not knowledgeable or confident. I expressed my concerns about my online privacy and cybersecurity and not liking the idea of downloading apps or sharing my security information, being a victim of fraud some weeks back. I was informed by the front office that I did not resemble either my passport or driver’s license. At that time, I had grown a beard and now dye my hair. I was then informed that we would pick up next week as this was 12:30 on Friday. I asked if there was something we could do now as I was already in the office and on medication, in considerable discomfort. My complaint was taken seriously and professionally dealt with, but I simply needed a solution or a fix, not something so verbose. Over the weekend, I was still trying to figure out how to do this identity process. I received a text message from the Coss support asking me to look in my spam folder to set up the onboarding portal, start info track, biometric verification, Android browser access phone, stuck in photo not progressing, quality issues detected, phone locked, validation failed. Thursday 20th Aug 2026, Lucas & Wyllis dropped me as a client. My complaint is not directed at any individual team member, simply the choice of their verification system. Unless you are a proficient IT professional, retrained and up to date, and determined, avoid this company at least till management resolves or uses another system. Avoid.

Amy Church

21/08/2026

Thank you for your review. We are sorry that you were unhappy with your experience, but some important context is missing. As solicitors, we are required to verify every client’s identity before we can act. In this case, the difficulty was not simply the technology. When identification was presented in person, our colleague was unable to satisfy himself that the photographs were a sufficient likeness of the person presenting them. An alternative biometric identity check was therefore offered. When difficulties were later reported with that process, we also offered further assistance at our Gorleston office. Ultimately, the biometric verification was declined, and we could not simply override our identification requirements. We also reviewed the concerns raised about the way the client was treated in our office, including reviewing CCTV, and were satisfied that our colleagues acted professionally. After considerable correspondence and attempts to find a workable solution, we concluded that we could no longer continue acting. No charge was made for the work carried out. We are sorry the experience was frustrating, but we do not accept that assistance was not offered or that clients need to be IT professionals to use our services.

Great joined up service managing the Wills, dealing with the estate, handling the sale of the property & linking with the estate agents & independent accountants. All seamless & professional during difficult times. Excellent knowledge & service. Would thoroughly recommend.

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Nigel Paul Craske

Amy Church

Amy Church

11/08/2026

Thank you for your kind feedback. We are pleased our teams were able to provide a seamless service across the different aspects of the estate. We really appreciate your trust in us and your recommendation.

Chloe made buying our first house a stress free and easy process. She was quick to reply to all emails, easy to get hold of and very efficient , keeping us updated at all times. Chloe was really professional and helpful with any queries we had as first time buyers, making the process an easier experience for us. We would highly recommend Chloe to anyone and wouldn’t hesitate to use her service again. Thank you for all your help!

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Chloe Gibbs

Amy Church

11/08/2026

Thank you for your wonderful feedback! We are delighted Chloe made your first house purchase such a smooth and stress free experience. Enjoy your new home!

Very good cost effective service throughout. Very professional. Will service.

Solicitors tagged in
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Nigel Paul Craske

Amy Church

07/08/2026

Thank you for your kind feedback, Kevin. We're pleased you were happy with the professional service and found our Will service to be good value.

A wonderful service - Will and Lasting Power of Attorney

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Nigel Paul Craske

Amy Church

07/08/2026

Thank you for your lovely feedback. We are delighted you were so happy with the service you received.

Lucas and Wyllys provided us with an excellent conveyancing service in selling our home and buying our new home. Julie provided us with regular updates, was always responsive to queries and resolved any problems and issues quickly. Customer service from all staff we dealt with was also excellent. Will definitely use again.

Really easy experience. From accepting an offer on my property to completion took only 8 weeks. Regular communication and updates via the app, professional and friendly staff. I have used L&W many times and will continue to do so. An honest, hardworking firm.

Amazing. I would definitely recommend them. I've used them twice and I would definitely use them again.

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Amy Church

Amy and the team have been fantastic through my entire purchase. I could not have picked a better firm to deal with my purchase as a first time buyer than them. As a person who usually chases on everything, I was at ease to know Lucas & Wyllys have their own app with alerts to notify me when things happen and what stage i’m at in the conveyancing process! Reasonably priced, dealt with by professionals and responses through the entire process have been very quick, with clear explanations, and whenever you call, the team are super helpful. I’m having a better experience than most people I know going through the stressful process of a purchase. Definitely recommend.

Great communication, nothing was too much trouble. Everything was sorted quickly and efficiently. Would use again

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Amy Barson