13/08 - STILL NO CONTACT FROM THEIR COMPLAINTS DEPARTMENT. Received my financial letter today with costs. It is of course incorrect and shows things that have already been paid for. I tried to speak to my Conveyancer and surprise surprise he is on holiday for the rest of the week (No notice given prior. Incorrect fees letter sent AFTER he went on holiday though). I am trying to get through to Bhakti Jadav who said she would be available when he is on holiday. Her phone number just goes to a team number and I am STILL on hold after calling twice and no on hold for over 5mins. Why does the manage have no direct dial number? Of course she is NOT available as most aren't. Got through to another team member who seems confused about it all and I am on hold again. Of course, Aimee took a message and said she would pass it on. Last time this was promised it didn't happen! 10/08 - Today I was told that the searches are in and there was an issue. They have asked the sellers Conveyancer for documents that they already had which luckily, as I figured out what a mess they were at communications, stored on my computer and reminded them about. If I had not done this there would possibly have been yet more delays. I have asked them to do a FULL review of all documents and correspondence and to confirm by email that everything is OK as I am concerned about what else they have missed. Tried to call Bhakti Jadav, the manager on the phone number provided. Just found out that Bhakti is not available today, her manager has just got back from annual leave and will TRY to get back to me and the next level manager is also not available today. 07/08 - I was originally supposed to have completed my house move by Friday 14 August but due to delays and miscommunications with PPL it is now Friday 4 September and we are still missing a search that was due a week ago. Exchange has not been done and I do not know when it will be even though they agreed on today being the deadline date. I am on my 3rd conveyancer now (One of them actually took 3 weeks holiday while working on my case and never bothered to tell me or update me, I only found out each time when I called to complain). I was told they do not assign another specific person to take responsibility for your case..they just expect someone else in the team to do it. Of course, the Team is not checked to make sure they are doing these actions or if they are doing them correctly. They are not chased to make sure the actions are done unless you call to complain. They stick your actions in a queue and get to it when they can (Can take 2 days just for them to get back to you). They have informed me that they are short staffed but they still seem to be taking on cases They tell you they are chasing time critical items but then you find out that they simply sent an email or made one phone call. They do not provide direct dial phone numbers and emails. They always seem to be unavailable when you chase them by the phone. The earliest we will complete now is the first Friday in September but because they never bothered to update me with details they have been provided BEFORE they left for the weekend I do not know when they will receive the search that was due a full week ago and therefore when we can even exchange! I tried to call at 17:11 today to find out the status of the deadline and the phones had already done onto auto reply. I spoke to the Survey provider. She gave me information that contradicted the information given by my Conveyancer. She tried to call him to deal with the issue and of course, his phone was unavailable! I have put Bhakti Jadav as the Conveyancer as she is the manager involved with the 3 that I have currently had and she was the one that promised better updated details, more thorough chasing of outstanding items and exchange by Friday 7 Aug. Of course, on her emails she does no leave a direct email address to send to and you call her number and she is "Unavailable"