I was a client of TWM for 2 years in a family law matter. I spent the equivalent of my annual income in fees with them.The Partner that handled my work was helpful, experienced, proactive and efficient. Sadly, her good work has been overshadowed by a bad experience. At one stage, the Partner was was on leave and I needed to seek additional help. My search for additional help was not handled professionally and politely – instead, I experienced very unpleasant treatment by a senior member of the firm. I consequently had to raise a formal Complaint with the firm. Rather than show some recognition, humility and self-awareness, the response to my complaint was a mixture of denials, irrelevancies and aggressive counter-accusations. Consequently, I then had to escalate my complaint to the Legal Ombudsman, the organisation that handles unresolved complaints about law firms. They investigated the matter and required TWM to write a letter of apology. TWM’s website tells you that they seek client feedback “at the conclusion of every matter” and their website usually provides impressive monthly statistics of client satisfaction. Well, that depends on who you have asked. My matter ended three months ago and I have not received a feedback form, despite requesting one. A different story about TWM is told by the Legal Ombudsman. The data they published for 2021 shows that there are only 25 firms (out of a list of 1252 firms) with a worse complaints record than TWM. When you use a law firm you expect to be treated respectfully and professionally, not to be insulted, threatened and treated with contempt. I would not recommend anyone to use this firm.
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TWM Solicitors a leading South East law firm with 220 people in offices across Surrey and London. We are a full service firm, undertaking the full spectrum of legal work – for private clients, we are renowned for family law, residential property, tax planning, trusts, wealth management, and Wills and probate, and for business clients we have teams dealing with the full range of corporate and commercial law, dispute resolution, employment, and commercial property.
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