Poole Alcock Solicitors - Bristol - Bristol

Victoria C.

First time buyers of a leasehold property. We had a very poor experience with Poole Alcock. There were multiple errors, delays and a lack of communication which put the entire chain at risk as we were set to exchange by a certain time frame for several reasons (set out by other parties in the chain).

When we called 1 week prior to exchange to state we were concerned that our case was not being progressed in a timely manner our solicitor claimed they were "unaware" that we were meant to exchange in 7 day’s time, and they didn't know where we got this date from. I challenged the solicitor at the time and stated they were copied in on the emails with this date and it had also been mentioned several times over the phone, at which point the solicitor stated they were aware, but never "technically agreed" to this date (but at no point told us they did not think it would be possible). The firm have since admitted that they were aware for several weeks of this date during the process.

Our initial complaint followed this conversation and raised our concerns; I believe had we not complained at this point we would not have exchanged by the deadline. The response was disappointing - the firm selectively ignored various points/ issues raised and only responded to those which they could argue. We then raised a second complaint, with additional comments and issues that arose since filing the first one.

Whilst the response to our second complaint went into far more detail, various issues we raised were again overlooked or not addressed. The response also claimed to have found another issue that we (the clients) did not find, which was a spelling mistake of one of our names on some documentation. They highlighted their finding of this in their investigation into the complaint, and apologised. I had, in some detail, addressed this exact issue in the second complaint, referencing the document in which the error occurred, so they clearly did not review my complaint in its entirety. I also identified 5 grammatical errors within the response, which further adds to our overall disappointment in this firm and their handling of both our case and the complaint.

I would not use this firm again based on our experience.

Richard P.

Very helpful and efficient quotation and take on process.

Andrew S. J.

Conveyancing (sale). Good service, no real issues at all, apart from maybe not protecting me from some (possibly understandable) pressure to complete earlier than I could, hence the loss of one star. Otherwise everything went smoothly enough, with help for queries and form filling, with a fair degree of sympathy and understanding of my particular circumstances.

Monica S. S.

Terrible customer care.

Bex H.