Heed The Poor Reviews! They will cause you massive stress! Franklins dealt with the purchase of an empty flat for my first time buyer son, so no chain. After an initial good start by providing us with Search report, Title reports etc, it went drastically downhill. After receiving the above reports, we had no contact from them for over 6 working weeks! (Yes you read that right!) This was despite us emailing them and calling them continually. No calls were ever answered and no emails were responded to. Frustrated at the lack of service, I rang them and asked reception if I could speak with the conveyancing teams Partner, Lee Holmes, who leads the conveyancing team. He was busy, so I asked he call me back. No call from Lee was ever received. They say a team reflects their leader! In the end, I had to go to their offices in person in order to get anyone from the conveyancing team to speak to me. The reception ladies, who are great incidentally, asked if I had an appointment. I politely pointed out to them that it is difficult to get an appointment if no-one from the conveyancing team responds to emails or answers phone calls! I told them I would wait as long as I had to in order to see someone from the conveyancing team. The Assistant Solicitor who I did see was very apologetic and in fairness to her, she dealt with the purchase from that point onwards. However, I still needed to chase daily to keep on top of it. We had to go and hand deliver signed documents in order to exchange, which I had agreed to do. Our Assistant Solicitor was on leave and I was informed that Lee Holmes himself would deal with the documents and that he was fully aware of the awful service we had received to date. This was a good opportunity, I thought, for Lee to show some leadership and meet us when we dropped off the documents to perhaps apologise and appease an unhappy customer as a Partner and lead for the conveyancing team. Displaying the complete lack of leadership he had displayed to date, Lee did not even bother to see us and instead the documents were checked by another staff member. I have bought and sold over 10 houses in my time and the level of service received from Franklins was astonishingly poor by any standards. I have no idea how long it would have taken to get a response had I not physically gone to their offices in person. As stated above, this was a simple purchase of an empty flat with no chain and should have been really easy for them to deal with. Finally, if you read the poor reviews, this review will no doubt receive their standard response about how sorry they are to read the feedback. How they take their customer service very seriously. Etc etc. If you check the 1 and 2 star reviews, you will notice exactly the same issues around poor communication, not answering emails and calls and generally very poor service, go back to at least 2021! So their response around taking feedback seriously etc is clearly questionable to say the least. They are either unable or unwilling to fix the structural problems they have that keep repeating the same negative issues for them over many years. They say a teams attitudes and behaviours reflects their leaders attitudes and behaviours. On this occasion, that saying has proved stunningly accurate. Don't say we didn't warn you!
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Our experienced solicitors are dedicated to providing expert and effective legal advice to individuals and businesses. With offices in Milton Keynes and Northampton we offer the following legal services: Corporate Services, Commercial Property, Debt Recovery, Dispute Resolution, Employment Law, Family Law, Intellectual Property, Residential Property, Mediation, Wills, Trusts and Probate.
Contact:
Milton Keynes: Franklins Solicitors LLP, Silbury Court, Silbury Boulevard, Milton Keynes MK9 2LY Tel: 01908 660966
OR
Northampton: Franklins Solicitors LLP, 8 Castilian Street, Northampton NN1 1JX Tel: 01604 828282See more
