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Review summary
Legal advice services has room for improvement based on customer feedback. Customers particularly appreciate service and professional, though some mention concerns about expensive and customer service.
Shockingly bad and completely ruined my perception of Which? as an organisation.
Advice was next to useless, ended up paying for 3 years because I was UNABLE TO CANCEL. The website simply doesn't work for cancellations and couldn't get help.
The only way I could find to stop paying them was to change the payment method to a virtual card and then freeze the card so the payment couldn't go out!
It's crazy that Which? of all people would not make it easy to cancel their service and effectively stole £200 from me because I wasn't able to cancel!
Really disappointed and expected so much better from Which?
Somewhat helpful to give basic advice and that is all. They refuse to look at the documents! Membership cancellation process is excessively complicated!
The greed of which legal is no different from the greed of other companies
We are four leaseholders in a Victorian house which was converted to 3 flats plus a basement/garden flat. We had a horrible managing agent but got the RTM last year. We hired a new managing agent. We are just four people trying to manage a place on our own with the help of a managing agent who will follow our instructions unlike the previous agent who saw as as cows to be milked and invented all sorts of overcharged jobs to do so they could have a nice commission.
We are not a commercial company. We have no profits. I joined which legal and booked an appointment. They cancel it the day before the appointment saying they don't advise RTMs and we should look for a solicitor. Well, if we could afford a solicitor we wouldn't join which legal to begin with.
It's disgraceful that Which, the self proclaimed champion of consumers, sees a RTM as some sort of company when we are really just consumers like everybody else.
We are somehow survivors from a bad business relation. But which will not advise us. The hipocrisy of it is shocking. RTMs were created so consumers could make their own decision instead of being under the rule of awful managing agents.
The lady assigned to me barely listened to what I had to say and kept cutting me off when I was speaking. She wasn't interested in going into the details of my situation and just gave generic 'advice' that I already knew and is widely available for free on the internet. Such a waste of time and money. I ended the call early and didn't ask all the questions I wanted to ask because the conversation wasn't going anywhere. No point speaking if I keep being cut off. It's not worth the money or the time in my opinion. There are so many other better and free options available online.
Utter waste of money. I brought various issues and queries to ‘legal which’ based on their advertising (see below) about wills, probate, estate management and deeds of trust and when you eventually get through to them, they then say not in their remit while happily taking the subscription/money. ‘Legal Which’ advertise “With over 20 years of varied legal experience, (x) now specialises in private client work, which includes drawing up wills and deeds of trust.” And “ (y) joined Which? in 2015, prior to this having worked in private practice. He now enjoys using his knowledge to aid members with their issues and queries on wills, probate and estate management” I received better service and advice from my local citizens advice bureau- and was free.
In the last fortnight I have spoken with Which? Legal thrice. Each time, a swift appointment was arranged and each advisor I spoke with was professional, very personable and provided sound advice. One even sent me an excellent template to edit and send to a party with whom I had serious issues with. Another advisor (re another issue) explained that as the company had deviously wound itself up, there was no recourse under UK law (as Lord Denning MR so astutely observed, "the law is an ass"). This was very unlike a legal firm which I had engaged. (The latter disgustingly charged me c. £3,000 to come to the same conclusion.) The Which? Legal service at £9 a month is well worth it.
I subscribed to which legal for advice on a claim following a dispute with a garage.
I have to say that after terrible initial first impressions, when I had to call several times just to sign up, being offered a follow up call and even an excuse that they weren't able to sign up any new members due to server issues when I called 15 min before their lines closed I still persisted.
I managed to finally speak to one of the their customer service team who was friendly and welcoming.
I was able to arrange a meeting with a legal advisor who provided me with information that helped my claim, and went above and beyond to follow up after trying to contact me during my scheduled appointment while I wasn't able to answer as I was in work, and even provided confirmation in writing of advice we'd discussed in our meeting.
The information wasn't expert legal advice but it was enough to help me. My only comment is that the system to book appointments isn't the greatest.
I recently booked an appointment and had to wait 4 days to get 2 missed calls and a voice mail asking to arrange another appointment. I received a call outside of my appointment slot and I wasn't able to answer the call. I work in a call centre and I'm not always available to answer calls. I wasn't able to speak to an advisor when I called back and I received another missed call asking me to reschedule my appointment for next week.
You have to call up to arrange an appointment and in my experience the first contact hasn't always been great. The last time I called the agent I spoke to made some comments and jokes about my reasons for calling and it isn't the first time I've had this experience. I usually take this with a pinch of salt, as I expect that this doesn't reflect on the attitude of the advisors or the company.
Overall my experience has been mixed. I've had some great help and support from one of their legal advisors and some agents on the helpdesk team but these are few and far between.
Honestly this service is probably the biggest waste of money I have ever made. No 'expert' advice I was given was any different to details available across the web. It is false to state they are legal experts and qualified solicitors in my opinion. Save your £9 per month and buy a lottery ticket, better odds of success.
Advisor repeatedly failed to listen or answer the question, focusing on court action rather than a statement of the rights and laws, as the basis for me to negotiate, which was the advice I sought. When I asked to be transferred to book an appointment with someone else, he hung up on me. Incredibly incompetent and rude.
01-Dec-22, my follow-up to their response:
My complaint was upheld but it was irritating that it happened at all and interfered with my obtaining competent and timely advice. Your legal advisors really ought to know and behave better.
Asked for legal advice about IFAs overcharging fees on my pension.
I was told I couldn't do anything post Financial Ombudsman rejection.
Really!!!!!!!
Are you legally qualified,
No he responded.
Please cancel my subscription immediately.
What sort of a joke organisation is this?
You have been charging me for years
Utterly disgusting.
Never again
Which? Legal not only let me down by providing a highly unprofessional service but behaved even more unprofessionally when I brought this to their attention.
The solicitors were clearly out of their depth with the most basic legal knowledge, and, as a result, provided me with incorrect and conflicting advice. On one particular call, the solicitor changed his advice three times regarding the track my case would be allocated to in the County Court. He also informed me that I could only use the small claims track if a case was valued below £1,000, while the correct amount was £10,000.
As my experience of their legal service had been so poor, I brought it to the attention of Which? – via their complaints process. Feeling sure this would be handled in a professional manner, I was amazed when they advised me, they wouldn’t be upholding my complaint and simply stated that they ‘could have been clearer’.
Certain that this avoidance of accountability wouldn’t be tolerated by Which? senior management, I wrote to their CEO, Anabel Hoult. She didn’t reply to me but I was then contacted by Neil Roberts – Which? Legal’s head of legal operations.
Rather than showing concern for the issues I’d encountered with his legal service, Neil continually gaslighted me – downplaying the unprofessional service I’d received. Using this sort of undermining strategy is a form of bullying and it’s certainly not behaviour I’d expect from a high-ranking member of the Which? organisation.
I’m guessing he thought I’d just get fed up and go away but I didn’t, and after pursuing him for some time, he eventually offered to uphold part of my complaint and apologised for several errors they’d made. The fact I had to drag these admissions out of him, rather than them being offered freely, speaks volumes. And in spite of him conceding to several errors Which? Legal had made, they were still claiming the advice I was given by their legal team was appropriate.
After this horrible experience with Which? Legal, I turned to the charity Shelter to try and make sense of the County Court process. Incredibly, Shelter clarified in three succinct sentences the information I'd been trying to glean from Which? Legal for months. Bear in mind that Which? Legal requires a paid subscription and Shelter is a free service.
I decided to write to Neil Roberts at Which? Legal asking why his solicitor hadn’t provided me with the correct advice (that I'd received from Shelter) and he replied stating that his solicitor’s advice had been correct and not at odds with the advice I'd received from Shelter. This wasn't true and I was shocked that he would go so far as to fabricate a story to avoid accountability.
We live in a time where presidents and prime ministers think nothing of making up their own reality, but shouldn’t we expect better from an organisation that promote ethics and integrity in business practice?
Which? claim on their website: ‘We’ll always be on your side, fighting your corner and working to make you more powerful.’ The reality of who they are tells a very different story.
I've used this service on and off for years particularly for employment law advice and Brendan and Duncan are excellent. Important to note that this service just provides advice (so not actually 'doing') but for the cost and quality of service I have found this very worthwhile. For major issues you would need to actually engage (pay for) a solicitor to act, but for the initial queries I found this service very useful to point me in the right direction and help me understand my legal position.
So I went online and filled in their enquiry form as I wanted to join Which Legal. You'll never guess what happened then ................. ?
Absolutely nothing!
Had a problem with SCS Furniture for a year +, after advice from Harry Flint & template letter, problem solved in my favour. Brilliant. Reference: 02258194
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