Why can't people read the documentation/think the rules don't apply to them

SmlSave

Now I know solicitors get mainly moaned about but I'm a legal sec and this is my last week at work and then I'm on mat leave :j

I'd like to have a brief moan about clients!

Today I've had to deal with several who either haven't read or don't think that the ID rules apply to them. They've come in with insufficient documents and then tried to argue with me. Unfortunately while we don't make up the rules we do have to adhere to them.

One client today has got irate because their bank charges them to send us money - i'm sorry but we don't control the banks and no we can't accept personal cheques for that amount and anyway it won't clear in time for you to move

And last this morning, a couple who took 5 weeks to complete the paperwork to complete the contract pack are now irate and chasing everyday as to why they haven't got any dates yet. Well if they'd completed the forms in a timely manner maybe things would be further along

It's not even lunch time yet!!!!! Must be one of those days........

G_M

You have my sympathies, but if you read this forum regularly you'll get even more irate!

eg

https://forums.moneysavingexpert.com/discussion/comment/64676313#Comment_64676313
(post 6)

pinkteapot

Bless you, OP. Curse of any job that involves dealing with the public!

I know you're not my solicitor but I've always been highly appreciative of my solicitors and I'll send out some 'thank you' vibes to you on behalf of your stroppy clients.

As an aside, to others reading, re bank charges, HSBC were great with us. They said that a normal transfer (fee-free) would get to our solicitor same day. And they even pointed out to us that the limit for each free transfer was £10k, but we could do multiple ones of those on a single day. We broke our solicitor payments down into £10k chunks and didn't pay any transfer fees.

SmlSave

G_M are you trying to stir things up? :rotfl:

Thanks pinkteapot

I've just got back from lunch and things have not improved.....an irate client has given me an earful because the solicitor isn't available when he calls - my god, how dare he have other clients and appointments - and he has no update when he's supposed to be completing this Friday and doesn't feel like his file gets enough attention....

Turns out this client hasn't returned the signed Transfer Deed. He's been informed that until we actually have the original Deed that we can't complete but he's decided that we must be wrong, that we don't need the Deed and has informed us by email that this is so. :mad:

I'm really tempted should he call on Friday to tell him exactly what I think about ignorant idiots like him.

pinkteapot

From your sig, are you 8 months pregnant?! Don't let work stress you out!!

If you're Mr SmlSave then stress away.

SmlSave

Yep, only 3 weeks for baby to arrive

I love my job most days but couldn't I have a calm and relaxing last few days?

... please

BitterAndTwisted

Does the firm you work for have a check-list for property buyers and sellers?

Like this can't take place until this or that is supplied, signed, returned or we can't proceed? Cleared funds need to be furnished by X date sent by the following method/s?

Seems all very simple when you don't have to do it yourself.....

KatieDee

SmlSave wrote: »

Now I know solicitors get mainly moaned about but I'm a legal sec and this is my last week at work and then I'm on mat leave :j

I'd like to have a brief moan about clients!

Today I've had to deal with several who either haven't read or don't think that the ID rules apply to them. They've come in with insufficient documents and then tried to argue with me. Unfortunately while we don't make up the rules we do have to adhere to them.

One client today has got irate because their bank charges them to send us money - i'm sorry but we don't control the banks and no we can't accept personal cheques for that amount and anyway it won't clear in time for you to move

And last this morning, a couple who took 5 weeks to complete the paperwork to complete the contract pack are now irate and chasing everyday as to why they haven't got any dates yet. Well if they'd completed the forms in a timely manner maybe things would be further along

It's not even lunch time yet!!!!! Must be one of those days........

I think it probably has a lot to do with how stressful a house sale/purchase is. People tend to speak to people who have been through a similar thing who ALWAYS seem to have a horror story. As a result, almost everybody assumes that their solicitor is going to take as long as possible, concentrate on everybody else's purchase/sale and be impossible to contact. This means they're ready for a fight the first time something doesn't go right (which, let's face it, is quite a regular occurrence with housing!).

People just want to get it done as quickly as possible and like to try their luck I think. Silly really, as I by the time I'd applied for my mortgage I had a huge pile of paperwork that covered absolutely everything my solicitor needed! It was just a matter of getting it all signed (which I did at the bank while arranging my mortgage) and posting/emailing it off.

If it's any consolation, I think almost every customer facing role has its difficulties! Just take a deep breath, smile and think of all that time off...

Ps - I should admit, I have been bothering my solicitors rotten since we first started our purchase. There have been a couple of changed dates which are frustrating but I appreciate it's nobodies fault. I've stopped asking for potential dates now...no expectations = no disappointments!

DaftyDuck

Don't you... minions understand???? :mad::mad::mad: It's your job!!!!! We, the customer know best!!!!! Always. (Sorry, I'll wear out my !!! key, so take that as read at the end of each sentence from now on). You should always answer our calls within three rings, and know who we are when we don't introduce ourselves. What do you mean, you don't recognise my voice? How DARE you have such an impersonal attitude. You MUST have our file to hand, whilst the solicitor must have it on his desk and be working on it. Simultaneously. You MUST!!! remain polite at all times, even when, just occasionally, we might let a teeny weeny bit of harmless invective escape. I mean, bl@@#y h33ll its a fu&&%£ ing disgrace the way you mumble. I'm not deaf, you know. "What, WHAT??? Going to a dance? (whispers loudly, hand over mouthpiece...I think the little woman has lost it, darling") ...Like a neighbour of mine calling the Water Board some years back; "Listen, Missey..." is a correct term of address guaranteed to encourage your diligence and fine responses, is it not?

If we call at five to five, it's because we've just got out of work early, and it's the ideal time to ask all those important questions that you answered in the last email we haven't read yet. When we call at that time on a Friday, it's because the weekend is a quiet period for you to catch up on all those late-minute queries we now raise. They'll need answering by Monday am at the latest, as we're exchanging next week (oh, and we'll be away Tues - Fri am, as we're off on a City Break).

Never forget, Missey, it's we, your fine customers to whom you owe the luxury of having that job, and don't you forget it!!!!!

Now, I'm just off to correct the grammar in your earlier posts. I just don't know where you was educated. Harumph!

SmlSave

know who we are when we don't introduce ourselves. What do you mean, you don't recognise my voice?

:rotfl: you've just hit most the calls we get on the head :T

they either expect us to know them by first name and everything about the file or they don't want to speak to us (the sec's) at all.

anamenottaken

SmlSave wrote: »

. . . and no we can't accept personal cheques for that amount and anyway it won't clear in time for you to move

Would you have accepted a personal cheque for that amount if it would have cleared in time?