anonymous
Unprofessional and dismissive
I contacted this firm to enquire about using them for conveyancing and asked a very standard question: how many active cases each handler is managing. As someone who has worked in a law firm for over a decade, I know first‑hand how excessive caseloads lead to delays, poor communication, and mistakes — so this is a perfectly reasonable question for any client to ask before instructing. The initial response was that they ‘weren’t sure’, which is fine — but instead of finding out, the staff member tried to move the conversation on and avoid answering. When I politely asked again, I was put on hold, only to be told that this is ‘not information they give out’ and that I could use another solicitor if I preferred. The tone came across as dismissive and unprofessional. Any firm confident in its service levels should have no issue being transparent about workload. The refusal to answer, combined with the defensive attitude, strongly suggests that handlers are overloaded — which is exactly what causes slow progress and poor communication in conveyancing. I was simply trying to make an informed decision, and the response I received has made that decision very easy. Transparency and professionalism are essential in this industry, and unfortunately I didn’t experience either here.”
