Taylor Rose
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I've done several property conveyances…
I've done several property conveyances with this firm totalling millions of pounds so I know how they operate. The first couple of deals went ok then more recently the solicitor I was using started slowing down and left the firm. The handover to a new person was ok but I received a fee rebate for the slow service. But in the latest deal, a small land sale, TR plumbed new lows in client service about which I had to make a formal complaint. I've dealt with lawyers privately and professionally for 40 years and I've never known such poor client service. Key factual shortcomings include: - making my wife and I go through the entire client onboarding process (as required by law) once again with no attempt to smooth the process - forgetting to get my wife to sign the terms of business until completion day (!) - failing to phone or return emails consistently throughout the process so there was no timetable or expectation management whatsoever - key solicitor going to a conference on the day of completion thus delaying completion as she had not deputised anyone - when contact was finally made, being told curtly my solicitor was 'going to put the phone down' - failing to prepare our bank details until after completion - being unable to contact the client care team on several occasions (they start work at 9.30 but you have to wait for their systems to warm up) - realising a week after completion the land map was not signed and asking for it to be posted 'urgently' - a complete lack of understanding let alone apology of any sort Doubtless their engagement policies allow them to believe this is acceptable but clients will move with their feet. As for the solicitor I dealt with it's fair to say I look forward to dealing with a more polite and frankly more competent AI replacement. Interesting too how keen they were to get me to amend my review so no one could be named :)