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They started with 5* because of their kindness, quick response, and willingness to help. At first, we were really impressed and very grateful. Special thanks to Philip and Alex, who were excellent at the start, and Jennie, who was our main contact throughout and was always kind to us.
Fast forward around 9 months, after completing, and it's a very different story sadly. Problems started after we accepted an offer and the sale process started. There were numerous communication issues, e.g. time sensitive dates not being passed on to solicitors in a formal way but instead eventually being mentioned verbally (when challenged, we were told it would have made no difference, yet a conveyancer suggested otherwise...who do you believe?), getting told we were nearly there when we weren't (this happened several times), voice messages being left by them with no indication of whether it was good or bad news, meaning our heart was racing until we could actually speak to the relevant person, not being able to get an update when our main contact was out of the office and being told we would have to wait until our main contact was back in the office.
I did complain afterwards, but the response was overall disappointing: although they said they were sorry that some things caused stress and that they would address some communication issues, they also said said they had done nothing wrong and it's just how the system works.
There were further issues too....we found out soon AFTER completing that they had failed to give us our buyer's contact details once exchange and ccompletion dates were agreed, despite this being instructed by the buyer. We had asked them to pass on our contact details earlier in the process when things were not going wellI, so they knew we were keen. It was a very painful final 10 days or so due to the exchange not happening on the agreed date and no-one seemed to know why. Having already experienced months and months of delays already, it prolonged the stress even more. So much of the final days of stress could have been avoided had the buyer's wish of passing their contact details to us been respected. We were so cross!
The final straw was when we asked for a copy of the final invoice. We were initially given a copy of our contract, which had attached to it details of other clients! I reported this immediately.... Read more
1st Jun 2026 (5 weeks ago)