Hi Bruce,
Thank you for sharing your feedback. We genuinely respect your right to express your opinion and appreciate that you’ve chosen to stand by your review. While negative reviews are rare for us, we view them as valuable opportunities to reflect and improve the service we provide.
Customer service is at the heart of everything we do, and we’re proud of the reputation we’ve built across various review platforms. That said, I’d like to address the two concerns you raised in your review, with the hope of offering some clarity.
1. Understanding Our Role in Your Conveyancing
It seems there was some confusion regarding who would be handling your conveyancing. I’m truly sorry if this wasn’t made sufficiently clear. From our initial contact on 2nd December 2024, we stated in the quote email that conveyancing would be carried out by one of our regulated and insured panel solicitor firms. This was reiterated in our FAQs and throughout our communications, including several emails prior to your instruction on 23rd December.
We always aim to be transparent, and we regret that despite multiple references to our panel structure, this detail may not have been as prominent as needed. When you contacted us on 27th December expressing surprise, we responded immediately, offered a full refund, and clarified the arrangement again. We didn’t hear further from you until your review was posted.
2. Timeline of Completion
Regarding the duration of your conveyancing, we understand how frustrating delays can be. However, as per UK legal requirements, all buyers must provide identification and proof of funds. Your solicitor requested this documentation early in the process, but it was not received until 24th May 2025. Once received, the firm was able to complete your purchase within 10 days.
We did share this information with you previously and respectfully asked you to reconsider your review, as we believe it may not fully reflect the circumstances. We take all feedback seriously, especially when it has the potential to impact the trust others place in our service.
We remain committed to transparency, professionalism, and continuous improvement. If there’s anything further you’d like to discuss, we’d be happy to hear from you.
Warm regards,
Sharon