Solicitor problems

Yorkshireem

Or Solicitor is causing us so much stress!
To start with two separate solicitors went on holiday and both weeks nothing got done while they were away, They never update us as to progress and do not respond to emails. We have to call them to find out if things need doing (supplying paperwork, responding to queries etc)as they never contact us.

They have caused so many delays sending queries to incorrect email addresses, putting some queries in the wrong folder so they were never sent to our buyers solicitor despite us chasing and being told they were being sent that day twice. (In total took them three weeks to respond to queries one we told them they hadn't sent them despite saying they had).

When they do ask for things and we send them through they never confirm if it is OK or if more is needed despite us asking.

We are now in week 11. The buyers survey was done over 2 months ago. Our buyers are complaining their mortgage offer will end soon and they still won't confirm where we are or what is holding it up.

I called today to ask about their complaints procedure, they said it was in the first pack they sent us and refused to send it again when asked. They did point out that they can terminate the contract if they feel we have lost faith in them and all costs would need to be paid before they release the documents to another solicitor. If they do this the house sale will fall through. We feel like we are being blackmailed to put up with this awful service. What can we do!

marksoton

You went cheap didn't you?

Their COP requires them to provide you with their complaint procedure.

davidmcn

Ask them who the designated complaints partner is and write to them.

TBagpuss

Do you still have the first pack they sent to you? If so, read it and follow the complaints process.

If you can't find it, then write a complaint letter, send one copy to the person who is dealind with your case and one copy to the Cmplaints PArtner or Senior Partner.

In your comaplint, be as specifc and clear as possible, e.g state

- What they did (or failed to do)
- when they did it
- what you now what them do do (e.g. tell you what is still outstanding and who is responsible for providing it (you, the buyer, the solicitor , the mortgage co) , and when it was most recwently requested / chased)
- What (if diferent from the above) you want them to do to address your complaint (e.g. reduction in fees, better communication including copying yuou in on correspondence to thid parties etc)

Bing2007

Yorkshireem wrote: »

To start with two separate solicitors went on holiday and both weeks nothing got done while they were away, They never update us as to progress and do not respond to emails. We have to call them to find out if things need doing (supplying paperwork, responding to queries etc)as they never contact us.

They have caused so many delays sending queries to incorrect email addresses, putting some queries in the wrong folder so they were never sent to our buyers solicitor despite us chasing and being told they were being sent that day twice. (In total took them three weeks to respond to queries one we told them they hadn't sent them despite saying they had).

When they do ask for things and we send them through they never confirm if it is OK or if more is needed despite us asking.

Doesn't sound unusual to me. Maybe it's because they learn from each other, but solicitors are often quite inefficient.