Poor communication throughout most of the process. Unable to contact via phone and barely responding to email. Buying a house is a stressful enough, but having your solicitor ignore your requests at the important moment close to exchange isn’t good enough. They sent through plenty of template documents but there was no real help explaining the process or where we were in it at various stages. Sending everything via multiple emails meant that all communications were a jumble and it was easy to lose track. Other solicitors I’ve used in the past use a modern CRM tour system to track communication and clearly track progress.My overall sense is that the actual solicitor didn’t even look at the details until maybe a week or two before completion and the assistant did all of the work. This lack of attention to detail meant that things were missed. I have records asking specifically for things in the fixtures and fittings inventory to be chased which they ignored or just missed and resulted in me not having things included in my purchase that should have been.When they went AWOL in the run up to exchange I had to find the mobile number of the solicitors dad (also a partner at the firm) via LinkedIn and call him to try and get a response. Obviously I mostly got patronised by the dad. Although I did get a quick email response then, which instead of answering any of my queries just went into great detail at why I was wrong and he was in fact doing a great job.I imagine they have too many clients on the books to give you adequate attention. It felt like a classic conveyancing solicitor experience of old to be honest. I would avoid using them in the future for sure. I only used them at the last minute as my previous solicitor was unable to represent me this time. Having used a modern solicitor in the past I know that it doesn’t have to be this bad. For reference the solicitor I used here was Samuel Ogden and the good ones I’ve used in the past are The Partnership. I would take up my complaints further if I thought it was worth the energy arguing.
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