Started off quite well, everything was moving along quickly and they were responsive to our queries. After a little while, we stopped receiving replies to some emails and our solicitor (Jayne) was actually rather passive-aggressive, sometimes I braced myself before opening one of her emails because of the tone she used which made me very hesitant to chase her. She also went on annual leave for a period of time and the person dealing with her work actually hung up on us and ignored our emails, which was just unprofessional. No updates were provided unless we asked a couple of times, we were buying a no chain, freehold property but the process still look 5 months start to finish and we aren’t sure what the hold up actually was. The only way we managed to actually get the process moving along was to formally complain, and magically everything was sorted in a matter of days after that. They also tried to charge us more at the end than they had originally quoted us for. We might have just had an overworked solicitor as we are aware that they are very busy at the moment, but honestly I wouldn’t use them again as working with them was just stressful. We thought going for the pricier option would mean we get a better service but we are wishing we used a smaller local company now! Needless to say we are in the house now and they did do their job, I think customer service should be more of a focus and a bit of consistency with responses and standard of care should be looked at in future.
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Napthens provides a wide range of legal services to meet the needs of businesses and individuals.
Based in the north-west with offices across Lancashire, Cumbria and Merseyside, we’re not limited by geography. We’re happy to meet ‘virtually’ and work with you in the way that best suits your needs.
