Matter Type:
Purchase and Sale
PJ
Collected on:
Good until things go wrong
When I searched I was expecting to see a catalogue of good reviews. There is no doubt I was supported by an empathetic, hardworking and professional solicitor throughout my conveyancing. Unfortunately, right at the end, a mistake was made, which resulted in a c. £2k loss to myself.
I have some sympathy with the mistake - it wasn't a straightforward scenario as the freeholder's communications weren't the clearest. Nevertheless it was made, and I expected to be compensated. This is where things took a material turn for the worse.
I was informed repeatedly that my complaint wasn't a priority; that they couldn't afford the time to look at things "but were sure things were as they should be" etc. When I outlined the error on the phone my solicitor just stuck to the mantra "I just don't understand". So I enacted the internal complaints procedure, with its associated, separate, solicitor.
Despite all the required evidence and information being available, and my writing a detailed explanation of events, and offering a phone call (not taken), several months were wasted communicating with the freeholder under a "misapprehension"(?) that my complaint was against the freeholder. I got a response that clearly indicated confusion and completely missed the point - I again referred back to my documents and offered a call. I'm finally offered a call with a third solicitor. Following this she said "OK now I understand what you're saying, I hadn't before - but you're not a priority for me so it will take perhaps four weeks to resolve". I said, grudgingly, fine, as it was easier than the hassle of a court case.
I hear nothing back four weeks later, so I press. I get told that the response is being held up by slow communication from the freeholder. Surprise surprise, in the four weeks of inaction the firm had clearly "forgotten"? their new understanding and soon thereafter sent me a repeat of their very first response. Pointing out the facts of their mistake again, and asking them to state which facts they disagreed with, led to a rather condescending "we've done what we can to explain" response. So I've now got to through the effort and time of a smalls claims court claim.
So I won't say "don't use them". I will say, pay very close attention throughout to everything, and don't let up even right at the end. Don't assume they'll get numbers right - not just your numbers, but those of the person on the other side of the property deal.
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