This review is for a different branch.
Main main gripe would largely be poor/slow communication which caused delays.
There was a period of a number of months where I was unable to effectively communicate with them. For example, when I emailed someone, I did not hear back. When I called in, I would wait on hold only to then be told that it wasn't possible to speak to someone about it as no one was available. I would note that I would be offered call backs when someone becomes available; however due to my work I'm generally not able to recieve calls during working hours(I was often calling during my lunch break).
I do feel that I may have been unlucky, in that I think a large reason for the poor communication was due to the fact that the solicitors/paralegals managing my case kept leaving the business. I am not clear if this is representative of all cases, however, that's the way the cookie crumbled for me.
Due to the length of the time taking to purchase the property, the sellers of the property put it back on the market, and eventually I decided to withdraw from the purchase. I would like to be clear in the fact that this falling through was not solely down to Gilson Gray, there were issues that were caused by poor communication from the mortgage lender and additional reports that they required. That said, due to some of the delays incurred through poor communication from Gilson Gray, there was very little flexibility in terms of timeframe for resolving the issues with the lender due to the time that had already elapsed, which was really the reason for the demise of the purchase.
I did raise a complaint with them, and they did offer me a reduction in their fees in response which I accepted.
Having said that, I would like to offer my praise and thanks to Samantha Ling who eventually took over my case after I had raised a complaint. Once she took over, I found the communication issues to be largely resolved, and I believe she did go to reasonable lengths to progress the purchase. I do wish that my case was handled with this much care throughout; I would like to think that if it was this would probably be a 4/5 star review.
I would note:
-Phone hold times(when I called during 12:00->14:00): (in the region of)10-20 minutes.
-Phone hold times(when I called after 16:00): <5 minutes.
-Everyone i spoke to by phone was polite & actively tried to help.
-I was not charged any legal fees for the matter due to it falling through.
