“Awful at replying to emails or returning phone calls. 2 weeks to get an answer to a simple question seems to be the norm. If you want a huge headache, then feel free to use them. I will make sure I talk all around me to NOT use them. My case has been going on since 5th May and now their system is down, no one is replying to you although I am supposed to exchange in 5 days (already moved back one completion day from last month as solicitor wasn’t ready , most likely will also push back that second one looking at the way it is going ) slow service. Coming up to 7 months soon. If I don’t hear back this week to any of my last emails or if I don’t complete next Friday as planned on the e-way app, I will be starting a formal complaint.”
“Shambolic service even before the cyber attack. My 85 year old mother is having panic attacks because of the situation Premier Property have put her in. She will be facing penalties and damages as she was due to move on Friday last and couldnt because of the cyber attack. They have said that everyone due for completion has been dealt with. That is a blatant lie. I dont know how they are still in business to be honest even before this they were impossible to get hold of, kept giving us dates and the dates came and went and no communication. It is like getting on a bus and you are hurtling down the motorway and you suddenly realise the driver cant drive. Incompetent? They are not even that good. I am appalled”
“I am not actually a client, but as my Mum is purchasing, and using another of the Simplify Groups Lawyers, and I am selling and my buyer is using this company, my whole family including 2 small children are going to be affected - in fact my grandchildren will be homeless on 1st December if this doesn't progress. PPL keep coming on these reviews with their 'wooly apologies', my buyer has completed the 'form' 3 times now and has had no response! They don't seem to give a toss about the impact they are having on a lot of peoples' lives? Where are my family going to live unless my purchase goes through? We don't have money to burn, my sale is for financial reasons in the first place! I am unwell and disabled and feel as though I am going to have a nervous breakdown with all this stress - the updates say nothing, we need timeframes! I can't book anyone to move me without a date, as it is I need someone who can do everything as for medical reasons I am unable to lift or move anything, the chap that was going to do it has been awaiting a date from me since the middle of September, and then this happens!!
PPL tell us something useful instead of this!!
"Reply from Premier Property Lawyers
4 hours ago
We recognise how frustrating the recent security incident is and hope that you understand that we are doing all we can as fast as we can to get back to normal. We continue to prioritise contact with customers who are due to exchange and complete in the coming days. If you are waiting for contact, please contact us through the form here *****. Almost all contracted transactions with a fixed completion date are up to date.
For the sake of clarity, we want to reassure you that all client monies are secure and that we are not currently aware of any personal data connected to you being involved. We recognise how frustrating this is for customers and hope that you understand that we are doing all we can as fast as we can to get back to normal.
Premier Property Lawyers."”
“Hi it's Claire unsworth I'm very disgusted at this now as the management pack was received by my lawyer on the 8 th of this month and then I find out there is a problem with the internet it's beyond belief if we don't complete before the 2 ND of December then we loose our sale and purchase seen as we are so close to the end this just isn't fair sury they can review the document if it was posted on Thurs don't get it if we are not in our new home before our offer expires on the 2 ND then all the people in the chain will be very unhappy unbelievable we will try to get compensation if this does happen
As we really need the sale and purchase to go through as the buyer far our house wants to buy our house”
“Without doubt, the WORST company I have ever ever had the displeasure of dealing with.
Unresponsive, useless, poorly run.
It took me 4 months to complete on the most simple of purchases (No chain, no searches, first time buyer). The conveyancer simply could not be bothered to open my file. I had my conveyancer changed without notice or formal hand over. I missed the stamp duty deadline for no good reason. I had incorrect amounts added to my bill. Its 3 months since my completion and they still owe me retention amounts. I have called and called and emailed and emailed and they are so UNRESPONSIVE and INADEQUATE, they seem to be allergic to picking up the phone. Their excuse for not releasing my retention amount for 3 months is a "system failure" for one week in November?! Will be reporting to the legal ombudsman for gross lack of professionalism and complete inability to operate in a field of law.”
“My chain is about to break because of their incompetence, who in this day and age doesn’t have a disaster recovery plan???? Why was their website insecure??? We should all sue as one, the buyers at the bottom of my chain are using them I’m at the top so we will all lose our properties & thousands of pounds”
“Very poor service, no contact received from them. I found more updates on the current IT situation and whether we can complete through a local Facebook group, who are all in the same situation as us.
Wake up PPL we are your customers, YOU WORK FOR US, so do some work”
“DO NOT USE THIS COMPANY PLEASE. MY CONVEYANCER SAID HE NEEDED DOCUMENTS THAT MY ESTATE FOUND AND IS STILL HOLDING UP OUR MOVE AS HE HASNT GOT THEM. DISGUSTING, DISGRACEFUL, AND I HOPE WE ALL BAND TOGETHER AND SUE THEM. THEY HAVE A CASE TO ANSWER, NO BACK UP WHAT!!
ALL SINGING AND DANCING CLAP TRAP.”
“Sold my house 6/4/2021 and still no nearer moving. This company is a disgrace and how they are allowed to operate is beyond me. Do not go near this company, use a solicitor local who you can actually see face to face. If you sell with Purple Bricks, honestly get your own solicitor or you will seriously regret it. Biggest mistake I ever made getting involved with these cowboys. Communication and trying to get hold of anyone is almost impossible.”
“I’m absolutely appalled by this latest situation I’ve been living in boxes now for far to long there’s no communication with their customers totally feel let down will not be recommending moving home is stressful enough without finding system has gone down it’s now been over a week and nowhere forward not a happy customer at all”
“To be fair up to now they had been OK but they have not been set up to deal with this cyber security breach. Absolutely shocking customer service and communication. Avoid at all costs.”
“Please be aware that this review is written in response to the current IT outage and the way PPL has communicated with their customers. Prior to this situation, I was very happy with their service and found my two conveyancers ( Usman Siddiqui and Rachel Fordham) to friendly, efficient and hard working. Equally, since this system outage has happened, I have always been able to contact the company and speak to a member of staff who have done their best to answer my questions. And there in lies the issue because no one can tell me what is going on, what to expect, and more importantly, some idea, however rough, of time frames involved. I have tried very hard to be generous and to understand that maybe there is a good reason for this but as time goes on, my generosity is running out. This lack of clarity leads to a terrible situation where scare mongering and rumour abound on Social Media and whilst you could argue that it is my choice to read those things, I like many others are only doing so to see if any one has any updates or information as there is absolutely nothing coming from PPL other than generic, woolly statements, posted intermittently. For lots of people, moving house is exciting but for some, there is a back story that involves painful human situations that many are struggling with. To provide any of your customers with so little clarity is unacceptable but you also need to understand that for some, this lack of openness ( even just to say we can’t tell you what is going on because of …) is causing real suffering.”
“this company is a joke with no back up crisis plan. They don't care what you situation or how much thos is impacting on your finances. There should be help for the Financial lost we are experiencing. should of completed on the 11th God knows when we will now. at the moment we are living out of boxs and the stress levels are very high and the children are suffering because of this, shame on you premier lawyers”
“Rubbish! Bad communication too. I needed a copy of my lease for the solicitor and he said ‘he’d been trying to get it for weeks’. I tried and had it within the hour. Waste of time. Don’t do it!”
“Biggest mistake of my life. After 1 week of system down, they still don't know when the can be back in business, so I will have to restart now all over with another solicitor”
“My vendor is using this solicitor. I'm aware there has been an IT problem over the last few days however the whole chain has been ready to exchange since (atleast) mid September and it's now 15th November. Zero communication. Perhaps I'm paranoid because I've been stung before but I'm suspicious there might be a bit more to it. We'll see.”
