O'neill Patient Solicitors LLP

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.

Brace yourself for missed deadlines, overpayments, last minute requests, inexplicable jargon and total absence of attention to details. A disgraceful experience throughout. Grace Carter the main character of this tragedy.

Had the misfortune of having to use ONP as directed by a mortgage provider. Service was indescribably bad, emails unanswered for weeks, everything last minute leading to extra unnecessary costs. Complaints ignored and complaints procedure not implemented

If you read the other reviews for this company you will see a pattern: Awful customer service, inaccurate or incomplete information being provided, slow and unresponsive to any form of communication, the use of an app that is absolutely pointless and overall a complete lack of professionalism along the way. All of this is exactly what I experienced from start to finish. This remortgage would not have happened unless I had intervened and basically done their job for them. I was appointed this solicitor firm as part of a remortgage and you can understand why it is a free service because nobody would ever pay this company themselves. My advice: Read the reviews for this company, believe what everyone is saying, pay money for a firm that actually knows what they are doing, stay well clear of ONP.

We began an equity transfer with this firm in July 2025 for what should have been a very simple matter. Unfortunately, it was instead a constant battle against the most basic errors, shockingly unprofessional communication, and a complete lack of client care. Every single stage of this process has been like pulling teeth, and frankly the company should be embarrassed at the way their staff deal with clients. Right from the start we encountered serious, fundamental mistakes. The first red flag was when the Transfer Deed had a critical error: it was sent to the seller with my partner's name in both purchaser fields, completely omitting me. If the seller had not luckily been my own sister, who happens to be a former lawyer, this error may not have been spotted and could have caused significant delays and financial impact. This pattern of basic error was repeated when the form again failed to properly detail our agreed tenure as tenants in common, requiring further correction and delay. These errors demonstrated that the case handlers clearly did not read through the documents they sent out. The communication was appalling. Emails were lazy and sometimes so poorly written they were hard to understand. There was zero attempt at professionalism. We were routinely given incorrect information (like being told the seller hadn't returned documents when they had), which caused unnecessary panic and forced us to act as go-betweens to fix their errors. Another frustrating situation was when a final balance invoice included an unexplained £1,000+ fee. No thanks to ONP, we discovered this was because the final redemption figure on our old mortgage was higher than the initial estimate from July. At no point was this variance flagged to us, which could have allowed us to adjust our borrowing. Even worse, our case handler could not understand our questions about it. After four clear emails seeking an explanation, the responses were evasive and showed a baffling lack of basic knowledge. I am still shocked that a conveyancer seemed unfamiliar with such a common remortgage issue. As with everything else, it was down to us to work out what was happening. Finally, we discovered that the new mortgage was set up to be paid out of a specific bank account without any prior discussion or consent from us. We were given no say whatsoever in which account the funds would be drawn from, they just seemingly took the liberty of picking out a bank account from the various details we had provided them for the process. After completion, we had to keep chasing for basic updates on outstanding documents, and were met with uninterested, dismissive responses – including one asking us what address we were even talking about. Frankly, anyone who has worked in any kind of job like this knows it takes two seconds to check an email chain to find that information. If it's not incompetence, then it's simply contempt for customers. The only positive note is that a separate team within the firm, which handled our declaration of trust, was professional and efficient, as you would expect. This does seem to be a particular issue with ONP’s conveyancing team. Overall, we were forced to manage and drive the entire process while correcting the firm's mistakes. The sheer lack of professionalism, care, or basic accountability made this one of the worst professional experiences we've ever had. I would strongly advise anyone to look elsewhere for conveyancing matters, as the stress and risk are simply not worth it.