I was really happy with the service I had received until around December of last year when I believe the firm was taken over and underwent some changes and I also had a change in the solicitor representing my case. I feel the hand over of my case was poor, the firm have justified this to me as being because I declined an introductory phone call with my solicitor. I made the choice to decline the offered call due to being assure they had handled the handover and due to already having an upcoming scheduled a call (which wasn’t handed over and thus wasn’t received despite me mentioning to the secretary). I also feel like my new solicitor was miss assigned as when she took over my case I was finished on the family matters and moving on to financial matters, which meant she was unable to advise and had to outsource a lot of the work, this is also apparently my fault for not knowing her knowledge base and flagging it up to the firm when I was informed she was taking over my case. I feel the service has rapidly declined whilst my bill has increased. You can imagine my displeasure at being charged £20 for an email thats context was ‘does 3pm work for you?’. My new Solicitor seemed very good at chasing up for non urgent updates but never appeared available for anything that was time sensitive. I was also never made aware when she was out of office which resulted in delay waiting for work that she would out source on her return anyway. I did launch an internal complaint, however got the expected response defending their service with a few disingenuous feeling apologies for their ‘minor’ errors. While I acknowledge the majority of the errors were minor it feels like the quantity of them was definitely not. I did feel their response was disappointing in that it too got details wrong, at no point did they attempt to talk to me in person about the complaint so I felt parts were also quite assumptive or miss informed. At this point I’m more than willing to pay my final bill and be done with the hassle of this whole process and to cut ties with this firm, so I don’t think I’ll escalate my complaint further, I’m also very anti-confrontational which in hindsight I see appears to give them a bit of leeway to justify their quality of service. I would have highly recommended this firm back in November but I definitely wouldn’t now. I definitely won’t be using them again and if I could go back I probably would of changed representation, especially knowing that they are happy with the quality of service they have provided in the last 6 months.
