Bespoke Law Services (UK) Limited

This was the simple sale of a flat from me, the owner, to the sitting tenant, no chain, no estate agent, no mortgage involved. It took five months. I was promised progress reports, but got none unless I phoned to find out what was going on. The customer contact staff, called 'legal assists' appear to be untrained people off the street. I was told by one that you could not buy a property without using a solicitor, which is not only untrue but contradicts information in the company's own blurb. Another legal assist put the phone down on me on one occasion, which is the subject of a formal complaint, receipt of which the company has yet to acknowledge. Exchange and completion dates were set but did not take place, I was not informed and had to phone to find out what was going on. The phone service is poor, on one occasion whilst ringing the general number, I was not answered and rang off after twenty minutes. It is not good psychologically whilst waiting at length on the phone to listen to a recorded message telling you how good the company is.

I instructed Bespoke Law Services (UK) Limited in June 2024 to act on my behalf in the purchase of a leasehold maisonette within a two-storey mid-terrace. The transaction ultimately fell through in January 2025 due to unresolved legal issues with the lease and the resulting loss of my mortgage offer. Despite raising concerns from the outset—specifically about the demise of the lease and its impact on mortgage approval—the firm failed to provide clear, consistent, or timely advice. They missed a critical inconsistency between the lease’s repairing obligations and the demise when they made enquiries in August 2024. Yet by November, they deemed this same issue so serious that they had to report it to the lender. By then, the seller had refused to enter into a Deed of Variation, and I lost my mortgage offer. I had already served notice on my rental in September 2024, based on the firm’s advice that the transaction could proceed. This left me without a stable home for months, causing significant stress and disruption. The firm later offered to reduce their fees from an inflated £2,853.60 to £750 + VAT. However, their own abortive statement (dated 21 January 2025) puts the actual fees at £1,693.20. I had already paid £270, and the firm still insists I pay an additional £750 + VAT—despite that amount including fees I dispute as unjustified. I escalated my complaint to the Legal Ombudsman, expecting fair redress. Despite detailed evidence—including all correspondence and the firm’s inflated figures—the Ombudsman declined to investigate further, citing the fee reduction as “reasonable redress.” This was incredibly disappointing. I had believed the Ombudsman was a last resort for consumers seeking protection in legal matters—especially for something as significant as buying a home. Even if you see positive reviews (as I did), be cautious. Conveyancing is a service you only need once or twice in your life. You don’t want to take your chance with a firm. To make my experience as transparent and informative as possible, I’ve linked the full history of my complaint, the firm’s responses, and the Ombudsman’s decisions below: 25.01.21 – My formal complaint to the firm 🔗 https://drive.google.com/file/d/1vChrG7aTuSGGv9jIgAN3pmdr-G_oMCvS/view?usp=drive_link 25.02.05 – The firm's response 🔗 https://drive.google.com/file/d/1htLb1dHh438u9lUtNlWvR8OlbHyEI7ja/view?usp=drive_link 25.06.17 – Legal Ombudsman Early Resolution Team response 🔗 https://drive.google.com/file/d/1f_KfkfcDb5jIwzpM_ht4ifL8JFkWrYUP/view?usp=drive_link 25.06.24 – My response to the Ombudsman 🔗 https://drive.google.com/file/d/1XsRbeBy1fopgBffcRBK_cH531DrCl4KA/view?usp=drive_link 25.06.30 – Legal Ombudsman final decision 🔗 https://drive.google.com/file/d/17v2ySwkVImneg7vzqmu08g4c--LnovoF/view?usp=drive_link I still strongly believe the fees are not justified and that the firm failed in their professional duty of care. I also feel let down by a complaints system that I hoped would offer protection but did not.