Lynch Hall & Hornby

“Further to my previous review, readers will see that Howard Smith publicly stated words to the effect of “let’s see what we can do.” I can confirm exactly what was done thereafter: absolutely nothing.

Mr Smith telephoned me at a time I advised was inconvenient. I then followed matters up by email, expecting a substantive response. None was forthcoming. Instead, communication simply ceased. The last I heard from him was on 5 February, after which he appears to have disappeared entirely from the matter. It is difficult to overstate how poorly this has been handled. To publicly invite contact, create the impression that assistance will be provided, and then do nothing at all, speaks volumes. It will be interesting to see whether any response is now posted to this review. If not, I shall continue to update matters and add further reviews so that others may make informed decisions before instructing this firm. Prospective clients may also wish to review the SRA website, where recent regulatory findings and financial penalties involving the firm are publicly available. Having experienced the level of service first hand, I can understand why concerns have arisen.

• Communication

“I contacted this firm in early January with a polite and straightforward request for information relating to a probate matter in which they had previously acted.

I fully acknowledged that they could not simply release information and specifically asked what they would require from me in order to proceed properly. That email was completely ignored. I followed up three weeks later requesting an update. This was also ignored. I then attempted to contact the office by telephone, again without any response. I subsequently discovered that a portion of my original email had been forwarded to a third party without my knowledge or consent. This included my personal details, such as my name and telephone number. I was never informed this would be done, nor was my permission sought. I have since attempted to escalate this matter to a senior partner and, once again, have received no response. It is like the company do not care or are simply living in the past. This represents a serious failure in basic client care, communication, and handling of personal information. Prospective clients would be well advised to review the firm’s regulatory history on the Solicitors Regulation Authority (SRA) website before instructing them.

• Communication