Solicitor Complaint

redkev76

Hi

Just a quick question really for advice. A friend of mine is in the process of remortgaging and the solicitor she is using has been absolutely shocking since getting paid. They have made a catalogue of errors, given her wrong info, made her go in to sign documents that they have then lost etc etc and its still not completed. Its at the point now where the bank's solicitor have called her this morning and actually called her and said that the others are 'a joke'.

She has paid 595 for this 'service'. I have noted she can complain to the law society or the solicitor regulation people but does anyone have any experience of this as surely she should be entitled to some form or refund given that they have been so useless and she has had to chase them constantly and is now at the point of cracking up because of the stress they have given her?

Any advice would be appreciated

Thanks

Kevin

kingstreet

Ask them for a copy of their complaints procedure and follow the procedure written therein.

There will be a mechanism to escalate to the firm's professional body/regulator if they don't resolve the complaint.

redkev76

Thanks Kingstreet. She wants it to complete first before making a formal complaint but do you think she should mention in the complaint that she expects some form of recompense from them or she will escalate?

Thrugelmir

Why didn't she use a solicitor from the banks panel? If it was a straightforward case of remortgaging.

Why was the entire fee been paid up front?

If the fee hadn't of been paid. I would recommend changing solicitors.
Though this could still be an option.

redkev76

Because she was buying out her ex husband and remortgaging in the process so it needed to go through a solicitor

They insisted on the fee up front before they would do any work

She is not keen to change solicitor now as it will set the process back

kingstreet

redkev76 wrote: »

Thanks Kingstreet. She wants it to complete first before making a formal complaint but do you think she should mention in the complaint that she expects some form of recompense from them or she will escalate?

The complaint will typically ask her to set out what she feels they did wrong and what they can do to put it right.

They will probably make her an offer and she decides on the outcome from there.

redkev76

Ok, thanks, would you think getting half back is realistic?

redkev76

Only problem is, it's a small firm with only one solicitor and a few admin people so the complaints procedure is likely to be minimal

Thrugelmir

redkev76 wrote: »

Ok, thanks, would you think getting half back is realistic?

So what's causing the hold up in completion of the new mortgage?

Putting aside issues such as lost paperwork.

latecomer

Surely the important thing is to get the remortgage finalised first and then worry about getting back money paid in fees afterwards?

redkev76

Well the latest thing is that her sister (who is a tenant in common and they paid an extra £222 for a declaration of trust) is required to sign another document that they initially told her she didnt have to sign.

Her and her sister both went in a week last Saturday after much toing and froing and asked for everything they needed to sign but they are now saying there is another document they forgot to get her to sign so until that is done nothing can happen.

Yes, getting completed is the most important thing and obviously that is the priority but my point is that businesses of any kind should not be able to get away with offering laughable service just because they have been paid for it in advance at their insistence.