O'neill Patient Solicitors LLP

This company clearly has an issue with communication, my lender issued the mortgage offer over 3 weeks ago, I have forgotten count of how many times i have tried contacting these people via the App and the phone.... No Reply. Raised a complaint to a line manager after 48 hours still waiting for a reply. Looking at the previous reviews there appears a pattern to the same problems but clearly this company is not attending to obvious problems or are choosing to ignore them!!!!

When filling for a remortgage ONP solicitors was appointed by Leeds building society to handle the paperwork. This has been the worst experience I’ve ever had with solicitors their communication is appalling is given a case handler and any time I had a question he was always uncontactable via email and phone which was already a bad start when it came to the completion date we were never given a pre completion statement where we could review the deal and make sure all the info was correct but the guy was so incompetent he completed with us seeing any documents where we found out he filed it completely wrong where we have not received the full amount of money that we are owed I then raised this issue with his manager when it took a week for any answers to come out about the case handlers mess up and it took a further week and a half before his manager raised a complaint. I would 100% stay away from this solicitor if you have the opportunity to they will only cause you stress and upset. The complaint is still unresolved

Truly awful service! Our case handler has been great, but unfortunately, the KYC team responsible for checking our funds has been absolutely awful. There is little to no communication, and we are constantly being asked to resubmit the same information. I must have provided the same documents around 4–5 times now. If there is an issue with any of the documents, nobody bothers to let us know what the problem is or what needs to be done to resolve it. Getting hold of anyone is practically impossible. They don't answer the phone or return calls, and one agent even told me on Friday that she had lots of other cases to deal with! Like that's my problem! We have also submitted our identity checks three times, yet they are still not marked as complete. We are so close to completion, but the lack of communication, organisation and urgency from the KYC team is making the entire process unnecessarily stressful and frustrating. It genuinely feels as though nobody is taking ownership of our case. Credit where it's due, our case handler has been great, but the experience with the KYC team has been appalling. Based on our experience so far, I would strongly advise others to think twice before using this service. Absolutely shocking customer service

An extremely unprofessional company. I have no idea why mortgage lenders use them for re-mortgages, but they are unresponsive, unprofessional and have cost me a huge amount of money over the years on several re-mortgages due to their laziness and incompetence. They don't reply to emails, they don't answer phone calls and they don't do their jobs, causing unnecessary delays and costs.

Used ONP as the solicitors for a remortgage which involved a buy-out - they added nothing but stress to the process. Our original case manager didn’t respond to a single email we sent her, answer any phone calls or return a single voicemail over more than a month long period. On at least 3 occasions she sent an unclear message via the app at 5pm on a Friday, when I would immediately reply or call to clarify - out of office. We were repeatedly told the ID we provided wasn’t verified correctly, despite her colleagues telling us it was. We were under some time pressure and absolutely nothing was being done on our case. I phoned 4 times over 2 weeks to raise a complaint, asking to speak to a manager and was told a supervisor would call me back within 48 hours. I never received any call back or acknowledgement of the complaint raised. After my fourth call we did have our case manager changed - Hannah Richards took over and to be fair I cannot fault her. She was wonderfully helpful, clear and responsive. Her hard work meant that things did get resolved and I genuinely appreciate all she did. Still a shame however that it took such a poor experience and multiple complaints to receive the level of service Hannah provided. And I never did hear from a supervisor. Due to this I would not recommend using ONP - I have never been more stressed than I was during this process.