Katie

Jan 17, 2025

PCS Legal should come with a HEALTH WARNING!

We used PCS Legal when selling and purchasing a domestic property. This was not our first experience purchasing a property and so we know from prior experience that we received horrendous customer service this time round. Leanne Sallis and her team caused a huge amount of heightened stress in what is naturally already a stressful process. We found ourselves having to repeatedly call/email before we had a response to a very basic question or a just simple update. When calling the extension number to speak directly to Leanne and/or her team it was rare that they would answer and any messages left with reception were either not passed on or not responded to. There were multiple occasions that Leanne/ the team incorrectly stated that they were still awaiting responses to enquiries and/or documentation from other solicitors as an excuse for delayed responses. We would then have to forward emails that we had been cc'ed into that clearly had attachments and responses to their enquires weeks ago. Around a month away from our completion date, we had emailed Leanne/ the team in relation to outstanding enquires. We did not receive a response for over a week (even though we had chased). We were then told that Leanne had been on annual leave and that it would be dealt with upon her return. We understand that everyone is entitled to time off work and have no issue with her taking it, but it would have been appreciated if we had been told as we wouldn't then have wasted our time chasing. Two weeks away from our proposed completion date, Leanne had not responded for days to multiple emails sent from us, the estate agent of our onward purchase, the estate agents from our sale, our buyers solicitors and the solicitors from our onward purchase. She literally went AWOL and was uncontactable. Then (I am actually still in disbelief that this happened) we received an email with everyone in the chain cc'ed from Leanne that said "There is no requirement currently for us to respond (...) As the level of communication on your cases has become a hindrance to general proceedings, due to large volume of calls and emails, a response will be provided only where necessary". Even the estate agents that were cc'ed into that response were gobsmacked and said that in their entire career they had never seen such a rude and unwarranted response. Overall, whilst we did finally manage to complete, I would NOT recommend using PCS Legal unless you have an incredibly low blood pressure and are willing to lose sleep.