written by 284Monaghan on 07/06/2016
After 3 weeks of phonecalls & emails and being promised to be emailed back on a daily basis I refused to hang up until I spoke to the solicitor which seems the only way to talk to these people. They spoke to me as if I knew all the forms etc. despite being a first time buyer. They forgot whether I was buying or selling with them, forgot to send me forms the seller's estate agent informed me I should have. Never answered any questions with a straightforward answer, and promised that they emailed and refused to back down despite the fact I never got the emails. They took 2 months waiting for a form that they only asked for once from the other solicitors that, because things had moved on since then the seller's solicitor figured was no longer necessary.
written by 136Chandler on 06/06/2016
I instructed them for the sale of my property and purchase of a new one. My instruction for the purchase disappeared into the ether and they only realised if when they received a letter from the agent. So wasted a couple of weeks. My quote never gave a rate for a trainee solicitor even though they assigned my case to one. This trainee wouldn't phone me back or email for ages, if at all...and when she did she claimed the online system was not up to date but that all was in hand. In fact it transpired that she had barely done anything in weeks and the hold up was a leasehold document that she did not understand. I had to explain the slightly unusual leasehold to her! The case was finally reassigned but this put so much pressure on things at the last minute. The proper solicitor has done a good job, but it's too little too late to think much of this company.
written by Wildey on 13/08/2015
My husband and I visited the Latimer Lee office back in April to arrange our wills and after receiving the documents in the post in May we immediately posted them back duly signed and witnessed. After six weeks we contacted Latimer Lee to enquire when we might expect them back and we were told that they had not received them back. We were sent replacements which again were duly signed and witnessed and this time we posted them registered post so that a signature would be required. Yesterday we telephoned the offices to ask when we might expect to receive them back and straight away we were told that they hadn't received them back. We informed the lady on the phone that we had actually sent them registered post on 22 July and that they would have had to be signed for and so they must have received them. We were then put on hold while she went away and then came back to inform us that they would be sent out that day. I haven't received them yet but then that is quite possibly because they will have been sent second class post or perhaps more probable that they didn't send them out at all as they said they would. I am totally disgusted in the complete lack of customer service and when I next require a solicitor I will definitely not be contacting Latimer Lee!
written by on 13/09/2012
As a first time buyer I expected some kind of regular communication with my Solicitors, however, with Latimer Lee, Bury their customer service was disgraceful. By week 9 of my supposed quick sale, I had had zero contact from them even after chasing twice a day. Each phone call with them was answered by an inexperience member of staff who had little or no information to update and after 5 requests to update contact details I was still not receiving any correspondence to the correct details. After eventually speaking to my solicitor, she was rude, very blunt and unhelpful. Everything she explained to me was in official 'law' terminilogy which I did not understand and was impatient when I asked for clarity. My emails and phone calls were never returned, acknowledged or in some cases answered. The only good experince was from a lady named Alison, who was helpful, polite and friendly and completely understood my needs and expectations. She clearly is in the minority in this company as the basic standards of customer service was not a priority to them. This experience from them has severly ruined my first time buyer experince and has been thoroughly stressful and negative. I would never recommend them to anyone and advise people to steer well clear of them even if advised through their bank as we were. I hope that Latimer lee read this and improve their services after all they are providing a chargable service.
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Hpenny's Comment
Written on: 19/06/2013
Latimer Lee LLP are members of The Law Society's Conveyancing Quality Scheme which aims to raise the standard of residential conveyancing practices throughout the country. Member firms have to reapply each year and are strictly vetted to ensure that they are working to good practice management standards and the highest levels of client care.
We take great pride in our reputation and have a written complaints procedure and a dedicated Client Care Partner. However, we cannot respond to anonymous complaints that may not be genuine. Anyone who is unhappy with our service should contact us directly so that we can deal with the matter promptly and sympathetically.
Helen Penny, Practice Manager