Hansells Solicitors Omdömen 32

After separating with my ex-partner in 2021, we settled upon our finances with the help of a solicitor at Hansells. Despite longer than ideal delays on responses, I was happy with the end result at the time, and was advised by Hansells to send the agreed funds to my ex-partner.

Upon concluding this matter, I was advised that another solicitor at Hansells would need to complete my transfer of equity. I instructed them to proceed in late January. I received a request for information which I returned late February, and as far as I can tell the case has not progressed since then. The first solicitor assigned to my case went on maternity leave, the 2nd solicitor sent correspondence to the wrong email address for my ex-partner, went on holiday and then left the business. The third solicitor is now on holiday, and as far as my understanding goes, has not even looked at my case yet. I've received no updates on my case since February (other than when I call, only to be told that nothing has changed), and often get either no responses to emails, or they take over a week to reply, only to be told that they haven't made any progress with my case.

Hansells still have my deposit payment, my mortgage offer is ticking down to expiry and I cannot see an end in sight. I'm now concerned that my mortgage offer will expire, and any new offer received would cost me thousands more in interest due to the [now higher] Bank of England base rate. I would not recommend this company to anyone unless you're willing to be kept in the dark for 4-8 weeks at a time and passed around from solicitor to solicitor for months on end.

Two phone calls, web contact form and direct emails - still no response or acknowledgment from anyone at Hansells (previous client too) Very poor customer service.
K J L Solictors in Blofield far more responsive and helpful!

I am very disappointed by the service from Hansells I am receiving currently. I’m at a loss of what to do next after making a complaint to the director over a month ago and never hearing back.
I had one solicitor from November-February who was very rude and unprofessional, never got back to me then told me with 2 days notice she was leaving and I would have someone else. Since then I was assured I would have a solicitor I could contact directly and who would see this through to exchange. That has not been the case. I can never get through and when I do I’m passed to someone else and never feel my concerns are heard or dealt with. I will contact on a Monday and hear nothing until Friday afternoon then am constantly palmed off to other people and I just don’t know who I am supposed to speak to or if anyone is doing anything.
Between the various solicitors they’ve lost paperwork, not responded to sellers solicitors, told me they were waiting on responses when these had in fact been sent. If it weren’t for the estate agent I would not have got to this point in the sale as I haven’t had any support from Hansells and feel so at a loss of what to do.

I am a first time buyer doing this alone and I feel so incredibly let down by the whole process. I should have been supported and made to feel they have my case in hand but instead I feel anxious and like I need to constantly ask what is happening to ensure someone is actually working on my case.
It has already taken 5 months and I am so worried this will continue to take much longer with poor communication and what feels like a lack of care or willingness to see my house purchase go through.

We had a booked an initial will appointment for Sept 29th which was confirmed by Carol Howard over email. Upon arrival we were informed there was no record of our appointment. We then presented the email confirmation and were asked to wait in a meeting room (no drinks offered). After waiting 20 minutes with no updates on when someone will be available we decided to leave and reschedule as we had only allocated 45minutes for the meeting and the remaining time would not be sufficient. We spoke to the lady at reception who confirmed the same time tomorrow would work. Having just driven an hour into Norwich for this appointment I received a call from the Rebecca the solicitor at 10.20 asking if I’d like to reschedule yesterday’s meeting..? Upon letting her know we’d already rescheduled for 10.45am she informed me that’s not the case and accused me of lying.

I’ve worked with a lot of solicitors and law firms over the years and have frankly never encountered such ineptitude. I’m sure there a good solicitors / team members at Hansell’s but Carol and Rebecca are not up to scratch, both in their organisation and customer service skills.

*Since writing this review one of the Managing Partners called who was delightful, genuinely apologetic and seemingly embarrassed about the whole situation. He offered several hundred pounds as a way to compensate us (I should add with no request of amending this review) which I've asked to be directed to one of the local homeless charities. Night and day customer service to what we experienced with Rebecca so I am amending this review from 1* to 3* but would advise not engaging with Rebecca Gunn.

I’m shocked by the last review because I had the complete opposite experience dealing with hansells when I bought my first home. The whole process took 5 months, which I understand is partly due to the pandemic, but there was definitely a lack of attention to detail on Hansells part that delayed things. The most disappointing aspect was the poor customer service I received from my solicitor. She was rude, unhelpful and never kept me up to date on the progress. After 5 months of dealing with the same person, she passed me on to someone else the week before I completed and I never heard from her again which I found extremely unprofessional. It would have taken 2 minutes to send an email saying that I would deal with someone else from that point. I truly do believe I could have moved in much quicker had I gone through a different solicitors and would discourage people from using Hansells for conveyancing. I did report my disappointing experience to Hansells 2 month ago but I never got a response so I can only assume they are only interested in positive feedback. This is the first review I’ve ever left for anything but I felt so disappointed and let down by them throughout. It was a very stressful time and this was exacerbated by the terrible service I received from my solicitor. All the negative opinions I had about Hansells were backed up when no one bothered to acknowledge my feedback.

Would just like to say what exceptional service I received from Sue loyd and team whilst buying my house , a should I say not so helpful estate agent putting barriers to the sale was no deterrent to Sue ! Bravo and thanks , service I had not had previously experienced from solicitors , really worked above and beyond to get this over the line

Customer for life 👍👍

Shelyna Mariscal has been working for me on a claim from an insurance company after I had a serious car accident. The first appointment Shelyna came to my house to see me and take all details as I was unable to get out. She was very professional but very friendly at the same time. I was kept informed at every point of the claim. If I needed to ask her anything I was emailed back the same day. At no point was I worried about the whole procedure. I would recommend Shelyna Mariscal to anybody looking for professional help. And we had a good outcome at the end

I found Hansells very helpful , imformative with patience. The personal touch was also appreciated especially from Keely and Shelyna , they both went the extra mile to ensure my total peice of mind and kept me updated during the process .
Thank you

Couldn’t fault Hansells at all. Jane Stockings was fantastic as my solicitor. All through the case, she acted exemplary on my behalf, explaining everything along the way at every stage. Made the whole situation the least disruptive it could possibly have been. It sorted out relatively quickly and won the case with a settlement on my behalf. Totally recommended and would not falter to advise anyone with needing help in legal matters to go to Hansells! Huge thanks!!!

Excellent solicitors, very helpful

After having a serious car accident (not at fault) I went through different companies and tryed some to help me and when they took my case on they where no helpful at all however I finally tried Hansells and was the best decision I ever made they where so helpful and friendly and would answer any question you have and would always keep you updated felt like they genuinely wanted it help me and get the best for me would 100% recommend