NFL was recommended by the developer, presumably to ensure a smooth process. However, it seemed NFL took on multiple properties in the development for easy gain with minimal effort. For public review, I will refer to the conveyancers as AA and BB, director as CC. BB often compared my house to others, indicating a reliance on templates rather than addressing my specific needs. AA was my main contact before the exchange, AA&BB often dismissing my inquiries as outside their job scope. Only in the completion week did I know that AA was the conveyancer's secretary, not the actual conveyancer. BB, who was supposedly in charge of my case, was too busy to work on it. I complained to CC during the completion week, there was improved responsiveness for 1.5 days, proactive clear communication for two and a half days. There was confirmation that things were legally correct after discussions between the developer and NFL. CC cancelled a small charge for one of the items and corrected cost discrepancies for a couple of items, which I appreciated.- BB mentioned just before completion that she had sent the transfer document months ago without a single follow-up to confirm I received it, resulting in the document being lost. Despite paying a correspondence fee, the document was sent insecurely and had to be resent during the week of completion. They always shared documents over email, despite my multiple requests to share them on the portal for security.Poor Communication: Information was scattered and unclear. As a first-time buyer, I felt overwhelmed due to NFL's lack of responsiveness and clarity.- Issues with plans and the build were not addressed by AA or BB. I had to intervene and resolve issues with the developer myself. Only then did AA get a response that she forwarded to me as if she was the reason for the response, but it was all because of me. As a polite person, I thanked her for no reason.- Trust: BB mentioned that they provide a special service at special rates for the developer’s clients, which was not true. On a different occasion, she was upset that she sent me information and plans, which triggered me finding inconsistencies in the contract. She wanted to charge me extra, disregarding my concerns although she should have been defending my position. All she cared about was me asking more questions, even if she didn’t address any of them. I solved the issues myself, and the plans she sent were extra evidence for my findings, not the source of information.- The personal search provided was generic and lacked detailed information, with generic paragraphs shared in an email body that I knew from CC during the completion week that this was the report. Although, I asked BB about the report previously, she couldn’t refer me to the email body as the report. When I requested an authority search, it took weeks of follow-up to start the process. Then the results were shared with no explanation.Both AA and BB failed to answer my questions, especially on the authority search results.Although BB told me to send her my questions, she didn’t respond to any stating that it’s not her job. When I called different teams in the authorities, there was always someone who told me it was the conveyancer's job to ask the questions on my behalf. They were surprised that I was calling to get questions answered. I had to do it or i will miss the exchange dateBoth AA,BB disappeared during the exchange week, I got help from Julie Smith, who was proactive and helpful despite not working on my case, she managed to get BB to respond to me. She proactively confirmed the lender’s offer’s changes whenever she saw them. AA left the company, and I only discovered this from a failed email receipt notification.I expected to be informed who will be my main new contact, this didn’t happen.The quote did not include all charges, leading to unexpected costs.CC insulted me during a disruptive call, stating she could have punished me in various ways as if she were my primary school teacher and I was a child in front of her. She treated me disrespectfully because she was annoyed that I sent many emails in one day. She told me not to contact them again or else she will charge me , stating that this was the language I understood. This was very insulting for me as a non-native English speaker. I received no apology for this behavior. Although I found my emails were all in context and were due to her conveyancer’s mistakes again, as a polite person, I apologized to everyone looped on the emails, explaining my position and why I panicked due to my bad experience and the broken trust caused by AA and BB.Despite the bad experience,I never talked to any of them the way CC shouted at me, I have been so patient!. Thanks to NFL and CC, I was so sad and tired on the completion day of my first home ever.
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We are a Legal Practice with over 60 years’ experience in all aspects of Conveyancing and Property Law. We work with residential homebuyers and sellers as well as commercial clients and major property developers. We have a Private Client department offering Will, LPA & Probate services too.
