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Don't risk being one of the 9% ers - you'll lose your sale and onward purchase.
My sister-in-law and our (would-be) buyer have had great experiences with PPL but we appear to be in the 9% club. We knew things would not be plain sailing on the first call with our assigned conveyancer, who clearly hadn't looked at our file. She asked for material that had already been uploaded and then insisted probate could only be dealt with via a solicitor. Better tell the Gov. website and those who take the probate fees then. Despite sending evidence to the contrary months ago, we are still be asked for solicitors probate documents. Despite completing Armalytix checks months ago, we were only advised last week that we now need to supply 12 months bank statements. We are asked repeatedly for documents already uploaded (guarantees and safety checks)and clearly labelled on the portal. Asked for documents that don't exist. Are told (with confidence) that estate management fees are the same as those noted on the uploaded contract. Despite it saying in the contract the next increase date is 2023 and the seller having confirmed it was no longer £400. My wife said in March that the most important thing was for them to check that the Freehold had/ or was in the process of being purchased by the seller. We still haven't had a straight answer as to whether this has been done, just that it can be "expedited in 10 days". They didn't even chase up the fact the EPC the seller had provided was over a year out of date - we pointed it out to them. They just load out-of date documents and send them to you without any checks. And don't even think of suggesting that you might like to request the same kind of material that your buyer's excellent PPL conveyancer has asked of you - electrical safety certs, gas safety certs or a boiler service. Oh no. If you like dealing with someone who doesn't make notes, doesn't listen, leaves massive gaps between receiving and sending on material to their client, ignores questions for literally weeks and insists that they are right, even when given evidence to the contrary, PPL could be the firm for you. Assuming they haven't been removed, our conveyancer has been named in 3 other one star reviews on TrustPilot since February alone. My wife is becoming ill due to the needless stress. However, PPL's admin are extremely efficient at updating your expected bill. In the interests of fairness, I must say I was impressed with the speed at which my wife's e-mailed, itemised list of complaints was addressed. By 11 o'clock, the Conveyancing Manager had acknowledged the problems and put a new Solicitor in place. By the afternoon she had reviewed the folder and taken steps to rectify matters. Rating will be amended at the conclusion of the process.