I initially left a very positive review of PPL in the very early stages of our engagement. It is myself and partners first time buying a house and the online service seemed great, so much was happening in the first week or so and everything was efficient. I had the initial phone call and a follow up call to update me was scheduled for one week later. One week later came, I booked a 30 minute window away from my desk at work only to never receive the call. When I called PPL to query nobody could see that I was due a call and said my conveyancer was off and that was why nobody has called. I understood this and was not too disgruntled, though I expected a call upon my convenyancers return and never got one. Since then, our service has gone downhill dramatically. We are not given updates, we are on our 2nd conveyancer (nobody advised of the change or why) - I noticed it myself on the dashboard and when queried was told it was because my new conveyancer was more senior. I have called a few times for updates now and my conveyancer(s) (past and present) are never available but one of the team is always happy to help. They open my file and then can't tell me much of anything and say they will get my conveyancer to call me; which never happens. The most recent update I requested, again, convenyancer not available so spoke with someone else who said they could see I had made an initial payment which I had, back at the beginning of November and we are now at the end of January! They then said that the hold up was with my estate agents solicitors as they were waiting for paperwork. I asked what they were waiting for so I could speak with the EA and hurry them along, they said they were waiting for the plan. I told them that they have the plan to which they said they do not. I said there was a plan attached to page 4 of the memorandum of sale to which they said yes, but we need to know what it is you are buying. Again, I told them they have this on P4 of the MOS. Eventually, after a lot of back and forth, they must have looked on their records and they then had the plan in front of them, we went through it together and they said "oh, you're buying ALL of that?" to which I responded yes. They then mentioned further fees due to the plot we were purchasing (we are NOT impressed as it has been known all along what we are purchasing!) and said my conveyancer would contact me. You guessed it, the conveyancer DID NOT CONTACT ME. I've instead had an email from the EA to say PPL have finally instructed searches - it's nice how they can update EA but not myself who is paying them. I've today had a text, that has probably been the icing on the cake, to say our mortgage offer has been received, is being checked and that the paperwork will be with us shortly. We received our mortgage offer weeks ago and have had the paperwork to compliment ever since! In summary, we are not impressed with the service we are paying for, we feel like we will never complete on our dream home and we would never, ever use nor recommend PPL to anybody whatsoever! Extremely disappointed.