Matter Type:
Residential Conveyancing
Becky
Collected on:
Awful service. Avoid
Awful service. Eleanor began ignoring emails as soon as the house buying process started getting serious. She was clearly frustrated when we asked any questions and would only speak to us on her terms when she needed to know something (usually answers to questions she should know as a solicitor)
She did not read information properly as several times sent us incorrect paperwork with incorrect details on that, had it of gone unnoticed would have caused a massive delay. On one occasion she incorrectly instructed the wrong mortgage company to release funds for us which has left us having arguments with them and having to prove we didn’t ask for her to request funds from them. We asked for a substantial amount of money from our equity to be kept out of the transaction for us to have on completion. On completion day I had nothing paid of this money paid into my account and I had to chase her for a payment. She then told me that as it was late in the day on a Friday I may have to wait until after the bank holiday for this money to clear. It was obvious she had not thought to send this to us and had to be reminded. Our transaction was a part exchange with a new build developer and the solicitors hold £500 back for 14 days as a retainer to ensure that there is no damage to the part Ex’d property… it’s coming up to 28 post completion as I write and the solicitor firm still have my £500 even after the developer has confirmed this can be released back to us. There is many other issues that may seem minor but looking at the overall picture become a big problem. House moving is a stressful time but I can wholeheartedly say this company caused the majority of my stress unnecessarily. I wrote to the customer service complaints manager who did not respond to me - Eleanor’s ‘line manager’ responded some 5 days later basically blaming me for constantly chasing for updates and saying I should wait for an update. My response suggesting that if I was updated regularly as promised in the beginning I wouldn’t need to chase daily - this was ignored along with all of the other issues put to them.
If you value your sanity and want to minimise any potential issues (that, may I add were unnecessary and have been down to utter incompetence) then you avoid this company.
I’ve seen other reviews since taking on the company saying similar and a partner will always reply to say get in touch and we can resolve - all I would say is - I have done this and nothing has been resolved at all. And they still have my £500.
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