Fabio Tricomi
I instructed this firm for a simultaneous sale and purchase conveyancing transaction, and my experience was very disappointing. The client portal repeatedly displayed “Solicitor” next to the names of the case handlers, but the firm later confirmed in writing that they were not qualified solicitors and that the label was wrong. In my view, that created a misleading impression about who was actually handling my matters. I also experienced poor communication and delays. I was expecting a report by 17 March, but it was not sent, and I was left without a proper update. I later learned that the seller’s sales agent had also been chasing for updates without success. When I raised my concerns, the response I received from the firm was dismissive and, in my view, unprofessional. I was also told that my emails were considered malicious and harassing, which I strongly reject. Rather than resolving the issues clearly and constructively, the communication only made the situation more frustrating. The firm has since acknowledged that greater clarity should have been provided at the outset and that the portal labelling was wrong. However, the service I received fell below what I reasonably expected, especially given the time-sensitive nature of the transaction. I withdrew from the purchase because I no longer felt able to proceed in the absence of proper communication and progress. The firm refunded its own fees, but that did not address the disruption, stress, and additional costs caused. I have escalated the matter to the SRA and the Legal Ombudsman because I remained concerned about the misleading portal labelling, poor communication, and the firm’s response to my complaint. This is an honest account of my own experience.