My troubles with a small law firm

[heisenberg]

Dear all,

I am really irked, in some respects, by the law firm that is currently considering a case or two of mine.

I rarely have telephone calls returned. I send e-mails to them and often receive no response. I ask for copies of documents (which I am entitled access to by law) and I just don't get them. I receive only the bare minimum, if that, in terms of legal assistance. I sense that half the time one of the solicitors is not really on top of things and the important issue of due care and diligence is a concern.

I do value, rather strangely, my dealings with one of the solicitors at this firm albeit to some degree.

I am concerned that if I raise a complaint that they may revert to alleging a 'complete breakdown of trust and confidence' leaving me high and dry. I am very cynical when it comes to this type of thing.

Any advice appreciated.

[wales01man]

Re: My troubles with a small law firm

Are you paying for their service if so chase them for all that you want know they are in effect employed by you after all you are paying.

[heisenberg]

Re: My troubles with a small law firm

Their services are funded by legal aid so the the taxpayer, of which I am one, is paying them.

[wales01man]

Re: My troubles with a small law firm

Im retired so do not pay tax but if I did I would want to know WTF they are doing for their money get onto them ASAP

[heisenberg]

Re: My troubles with a small law firm

Absolutely. Seems like they simply don't care. After all, its not them that faces getting a costs order worth a few thousand if I lose.

[heisenberg]

Re: My troubles with a small law firm

I've filed a complaint - only so much one can bear.

[Snoopy1948]

Re: My troubles with a small law firm

About a year ago, I used a solicitor to sell my house, and this solicitor I have had a relationship with for some 30 years. During the conveyancing, I rarely, and I mean rarely, had a phone call returned and every email pretty much was never responded to. The most important email, reference the urgent signing of the transfer document, was never responded to and when I phone they stated 'Oh' it's bounced back' ( their supposed reply ).

On completion of the sale. I received the usual client satisfaction questionnaire, which I duly returned mentioned two points that I was unhappy with (1) the lack of response to emails and phone calls, and (2) why didn't their receptionist ever smile at clients ? ( honestly every time I called, she made me feel that I was a major interruption in their workflow, all accompanied by dourness and a scowl.


The firm, who were now waiting for my instruction on my ensuing property purchase, responded to the contents of this questionnaire by stating that as they 'could never rise to my required standards of service, I should take any further business elsewhere'. Not only did I regard this as petty and totally unbecoming of a professional, I found their attitude somewhat of a shock. I sincerely began to wonder if I was actually a fee paying client or some irritation on their doorstep.

Naturally, I moved my further conveyancing elsewhere ( as I was told to do so ) but in the process I lost the cost of the initial work that they had already done. I meanyou want a dentist, NHS Choices will help you with loads of patient feedback, but solicitors? Where can you get a Checkatrade style appraisal before you buy?

[heisenberg]

Re: My troubles with a small law firm

About a year ago, I used a solicitor to sell my house, and this solicitor I have had a relationship with for some 30 years. During the conveyancing, I rarely, and I mean rarely, had a phone call returned and every email pretty much was never responded to. The most important email, reference the urgent signing of the transfer document, was never responded to and when I phone they stated 'Oh' it's bounced back' ( their supposed reply ).

On completion of the sale. I received the usual client satisfaction questionnaire, which I duly returned mentioned two points that I was unhappy with (1) the lack of response to emails and phone calls, and (2) why didn't their receptionist ever smile at clients ? ( honestly every time I called, she made me feel that I was a major interruption in their workflow, all accompanied by dourness and a scowl.

The firm, who were now waiting for my instruction on my ensuing property purchase, responded to the contents of this questionnaire by stating that as they 'could never rise to my required standards of service, I should take any further business elsewhere'. Not only did I regard this as petty and totally unbecoming of a professional, I found their attitude somewhat of a shock. I sincerely began to wonder if I was actually a fee paying client or some irritation on their doorstep.

Naturally, I moved my further conveyancing elsewhere ( as I was told to do so ) but in the process I lost the cost of the initial work that they had already done. I meanyou want a dentist, NHS Choices will help you with loads of patient feedback, but solicitors? Where can you get a Checkatrade style appraisal before you buy?

I'm not surprised the receptionist sounded a bit grumpy. She probably did her job with quite some resentment in that environment.

Did you complain to the Legal Ombudsman? Not that they are any good at investigating complaints...

Sometimes people leave reviews on yell.com. In my case, I noticed that someone else has left a particularly negative comment.

I also tried to find my 'solicitor's' SRA registration (solicitors.lawsociety.org.uk) and I could find nothing. I wonder if he is actually on the SRA register.

[heisenberg]

Re: My troubles with a small law firm

No acknowledgement to my complaint nor any response. It would not surprise me if they are just seeking to ignore that too.

What is with legal aid solicitors? Are they the bottom-rung so to speak? I have really not had many positive experiences with them.

[Snoopy1948]

Re: My troubles with a small law firm

No acknowledgement to my complaint nor any response. It would not surprise me if they are just seeking to ignore that too.

What is with legal aid solicitors? Are they the bottom-rung so to speak? I have really not had many positive experiences with them.

Seems to me that there is this concept that if you don't respond to a complaint ( normally by ignoring it ), then you have the ability to continue to ignore it until your back is against the wall in some way. I have recently experienced this with a professional complaint against a selling estate agent. I am also perceiving that 'customer service' is very much balanced by lack of professional enthusiasm that is so prevalent in todays decaying society. Gone are the days, I suggest, when simply 'having money to spend' always buys you good and enthusiastic service.

Going back to my solicitor in question, they indeed have SRA registration and have been on their for 15 years, Yell.com does mention them but not one review left. I am wondering that if I actually left a review that reflected their poor attitude towards me, would that cause another round of arrogance and dispute?

[heisenberg]

Re: My troubles with a small law firm

Seems to me that there is this concept that if you don't respond to a complaint ( normally by ignoring it ), then you have the ability to continue to ignore it until your back is against the wall in some way. I have recently experienced this with a professional complaint against a selling estate agent. I am also perceiving that 'customer service' is very much balanced by lack of professional enthusiasm that is so prevalent in todays decaying society. Gone are the days, I suggest, when simply 'having money to spend' always buys you good and enthusiastic service.

Going back to my solicitor in question, they indeed have SRA registration and have been on their for 15 years, Yell.com does mention them but not one review left. I am wondering that if I actually left a review that reflected their poor attitude towards me, would that cause another round of arrogance and dispute?

Indeed, it seems people can't really be asked to earn their wages these days.

Draft your review so it can't be linked to you.

[heisenberg]

Re: My troubles with a small law firm

I'm told there are only 3 service providers/legal firms that are able to deal with legal aid funded discrimination claims in the country (not sure how true that is). The other 2 I can't deal with.

I'm also told that this service provider/legal firm is unable to refuse any request for legal assistance even when it does not have the capacity to assist with such cases (which is odd since other legal aid firms have used this justification when not taking on my case in a different area of law). Is it any surprise then that my cases are being neglected?

[heisenberg]

Re: My troubles with a small law firm

Another classic example here of the poor having no access to justice. What a travesty...

[heisenberg]

Re: My troubles with a small law firm

Oh my word! I have just discovered that this organisation is not a regulated law firm that is approved to provide legal services in England and Wales. I therefore have no recourse in raising a complaint with the legal ombudsman.

Bloody hell... It seems this is the best the most vulnerable in our society are given. What a disgrace.

[heisenberg]

Re: My troubles with a small law firm

Damn you ministry of 'justice'. :rant: