JS Law
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Highly unsatisfied Client
I must at this stage express my extreme disappointment for the manner in which my matter has been handled by JS Law since inception. I was referred to JS Law by my Estate Agent who advised that the team are fast, keep clients informed and will ensure a smooth process of purchase which has turned out to be a complete nightmare and has caused me immense stress. If I look at the description of what JS Law professes to be as follows: "An exemplary conveyancing service based on dedication, speed, efficiency, excellent communications and professionalism. JS Law is one of the country’s largest independent property law firms with unparalleled market knowledge delivering residential conveyancing across England and Wales." Unfortunately I am unable to say that this has been the experience which I have received thus far. My property matter has been ongoing since the beginning of January where I stressed that I required my transfer to take place before the end of March due to the fact that I was limited with time and served with a notice of eviction from my landlord. At inception, my matter started with one conveyancer by the name of Laura Maycock who then disappeared without bothering to notify me. My matter was then reassigned to Emily White. I have been contacting the team via emails and calls on a number of occasions and all the while it has been extremely difficult to speak to Emily White and get an adequate response at one stage she had gone on annual leave and my matter was left for 2 weeks without actioning, thereby losing precious time in the enquiry process and causing unnecessary delays. The feedback I have been receiving is further responses to enquiries from the seller's solicitors are being awaited, who seemingly advised that have been responded to. It appears that the sellers solicitors are not able to get hold of Emily White to discuss the matter further to elaborate on items which do not yet appear to be to the satisfaction of the legal team. The more I have stressed that this matter should be treated with urgency the less urgent it appears that my matter is being handled. I am feeling extremely frustrated given that I am personally impacted and feel that I am just another file to be dealt with whenever they have time and am not important enough to be given priority. I stressed on a number of occasions that I am time limited and it really appears that there is no concern for my well being and that if client's can be kicked out and reside in the streets they simply could not be bothered. In Emily's absence, I was provided with an alternative number and spoke with another team member by the name of "Sheleen" who seemingly appeared to be irritated with the fact that I was following up on my matter, (which I am well within my rights to do). Advising me that Emily will contact me when she is next available or on another call with another client. This is simply not an acceptable service especially given that JS Law prides themselves to be unparalleled in their service offering and furthermore are not the cheapest solicitors and also do not appear to keep to their word when providing quotations on their services. The escalation channels are extremely unclear, emails and calls go unanswered, when I do manage to speak to Emily I am advised that they are awaiting feedback which I have been advised from the Estate agent has been responded to by the seller's solicitors. Both the sellers solicitors and Estate agent are also up in arms with inability to contact JS Law team/escalate matters to ensure that if there is anything outstanding that it is prioritised and responded to so that the matter can progress. Quite frankly I am extremely concerned that JS Law prides themselves as providing an exemplary conveyancing service with unparalleled market knowledge but do not deliver on the service that they are marketing. As a lawyer myself, I cannot stress enough how important the treatment of our clients are and to keep clients appropriately informed and to progress the matter as fast as possible when we receive our client's instructions to do so. The reputation and business growth of the firm is made based on client satisfaction and service results and I must say that if all the client's are to receive the level of treatment and service which I have received thus far, the reputation/growth which I am certain JS Law has taken years to build, will very soon diminish, which is extremely unfortunate indeed. Disappointed, Raquel Carrasco