Ozman
Collected on:
Resolved in the End, But Not Without Unnecessary Stress
I instructed Howells Solicitors to handle the purchase of a leasehold property in Cardiff, which completed in May 2024. While the transaction itself progressed smoothly, my experience post-completion was frustrating and drawn out.
Several financial matters remained unresolved nearly a year after completion. Despite multiple follow-up emails, I received limited communication and no meaningful progress — until I formally raised a complaint.
The lack of proactivity and poor post-completion communication left me disappointed. I expected a more attentive and efficient service from a legal firm.
That said, once the complaint was escalated, the solicitor handling my case, Emma Mason, provided a clear explanation and ensured the outstanding payment was issued. The firm’s Risk & Compliance Manager, Ian East, responded professionally and formally closed the complaint once the matter was resolved.
Why 2 stars?
One star is for the successful completion of the property purchase. The second is for the eventual resolution and professionalism shown once the complaint was escalated. However, the poor follow-up, prolonged delays, and the need for a formal complaint process make it impossible for me to recommend the service or rate it any higher.
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