Matter Type:
Remortgaging
Cotton
Collected on:
Avoid this law firm! They're extremely unprofessional and disorganized
I had a very disappointing experience with this law firm, who were appointed by my lender to handle what should have been a straightforward remortgage case. Instead, their lack of professionalism and poor communication almost cost me my new mortgage offer.
Here’s what went wrong:
1. Lack of communication and follow-up
I contacted them three months in advance and submitted all required documents, which they acknowledged and confirmed no further action was needed from me. Then I heard nothing until I had less than one month left on my current mortgage – I had to chase them myself to find out that the original solicitor had quietly left the firm and my case was left hanging.
2. Confusing and last-minute instructions
Due to their vague wording, I was misled into making an early repayment of over £8,000 on 4 December – only to find out later that this triggered a £60 penalty I could have easily avoided if they had advised me properly. Worse still, had I followed their initial vague instructions without further questioning, I might have ended up paying an unnecessary £1,300+ early redemption charge. It was only after I obtained the redemption statement from NatWest myself and questioned the figures that they finally explained the situation over a call – something that should have been clearly communicated from the start.
3. Unclear requirements and last-minute changes
On 17 December, they suddenly rejected my previously accepted ID documents, claiming they needed to be certified by a professional – despite having already reviewed and approved them earlier, and initially saying verification wasn’t necessary. They ignored my email asking for clarification, and I had to push my mortgage broker to get them to respond. Fortunately, I managed to resolve the issue in time on my own.
4. Questionable and shifting charges
They suddenly demanded £700 just before completion, but when I checked the breakdown, it only added up to £658. I had to follow up several times before they acknowledged an error and agreed to refund £42, only to then claim notice fees had increased and reduce the refund again. After completion, they even contacted me again weeks later asking for an additional £20 due to a further “increase” in the notice fee – which feels suspiciously like they're just making up new fees on the fly.
5. Slow response times and unreliable communication
Emails were often left unanswered, and phone calls took forever to go through. Even simple questions often received vague or incorrect replies unless I kept pushing. They even sent out incorrect automated warnings saying my mortgage offer was about to expire. They only explained the warning was false after I asked many times.
Overall:
- This firm is unprofessional, disorganized, and poor at client communication.
- Their errors and delays caused me significant stress, financial penalties, and nearly lost me my mortgage offer.
- I’ve gone through remortgage processes before. No other solicitor has caused this much trouble.
- Save yourself time, money, and frustration. **Avoid this firm at all costs.**
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