Taylor Rose
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Be careful who you work with at Taylor Rose
TLDR; Some of their staff may be very good at their jobs, but some are awful. You do not get a better service just because you are paying them more. Their customer support and complaints team will do little to help you if your lawyers provide a poor service. This review relates to our experience with Amanda Fan-Watkins and Elloise Harrhy - if you get them, I'd suggest requesting others instead of risking the experience we had. We contracted them to be our conveyancers for our first home purchase based on a friend's recommendation and the experience was truly unpleasant - they turned what should be a wonderful experience of buying our new home into a painful, frustrating and disappointing experience which dragged on for far longer than it should have. This review is based on the assumption that you pay TR a higher fee than elsewhere for an improved service and my issue is that we could have had the same service while paying half the price - at least an AI conveyancer wouldn't have been so unpleasant to deal with. Main problems: Attitude - Before we signed the contract Amanda was very friendly - as soon as it was signed, her tone and demeanour changed completely and she seemed offended that I dared to call her to ask questions. As we neared the end of the process she became increasingly offensive and I can honestly say I've never been spoken to like that by anyone, let alone someone working for me. Basic decency and respect should not be a big ask. Reactiveness - Most people will tell you that in order to get conveyancers to do anything you have to stay on top of them and call constantly. I made the mistake of leaving Amanda to her work and this easily delayed the work by 1 or 2 months, costing us more in rent as we waited. Whenever I called, she told me how she was closing down one case and opening ours which proves she was only working on cases when the client called and pushed her. Lack of structure and support - As they received documents for us they simply sent them in a mass of attachments with no explanation as to what they were and what we should do with them. This is a set process so they could have templates set up to make it easier for them and clearer for the client. This was combined with their unpleasant attitude which meant that to understand documents, we had to call them and have a painful conversation as they reluctantly explained information to us. Hidden charges - As charges arose for work on the process, they didn't transparently make us aware of them but rather left it to us to uncover, hidden away in one of the documents and very difficult to pick out. If they were committed to legal firms' commitment to transparency and ethical dealings with customers, they would highlight additional costs and ensure the client is aware of them, rather than waiting until the final bill is sent. Disinterested and deceitful complaints service - After going through this, I raised a complaint with their complaints team who simply followed a notional process and clearly had no interest in holding their staff to account. I had to escalate it to a Head before it got anywhere. They also mysteriously couldn't access call recordings where Amanda had been unacceptably rude despite saying that they record all calls - this was clearly intentional deception. This suggests that the behaviour they showed is an institutional and systemic issue which is accepted by Taylor Rose. I gave them 2 stars as perhaps the work was done as it should be after all of that pain, but I suppose we won't know unless or until we come across an issue in future. So if you've made it this far, I'd recommend selecting other law firms just to be safe, there are so many out there and I will be recommending to everyone who goes through this process to avoid Taylor Rose.