Matter Type:
Wills
Anonymous
Collected on:
No grasp of concept of client service; very unpleasant to deal with
This review is for a different branch.
I am really surprised this company is still in business. They handled powers of attorney for both my parents and my mother's will. She had no choice except to use them, because as a woman in her 80s she needed one in easy reach and they have an effective monopoly of legal services in West Byfleet. From the outset given how they handled the documents and interaction between family members, I advised her to switch to another company if possible. This initial concern with them has proven to be, unfortunately, painfully accurate. Their staff have no sense of how to deal appropriately with the public. I accept I was only a beneficiary and not their 'customer', but I would have expected far, far better treatment than I received. Their staff are arrogant, maybe something we have to accept with lawyers. They communicate in a way which makes it difficult to comprehend what they are asking. They seem to believe that everyone has a Law degree. If you do not use exactly the right words they reject your response. Then they keep pestering you as you struggle to find the right words that they will accept. If you make even one word of complaint they are very snippy. Overall I felt there was no respect for myself or the difficulties of the situation I was trying to deal with. They are very off-hand and at times petulant. This is unacceptable especially when dealing with troubling situations such as following a bereavement. I recommend you stay clear of Lodge Brothers, though recognize that in some parts of Surrey that can be difficult, especially for elderly clients. The system below only allows me to select one lawyer, but the problem was wider than a single individual.
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