TM Legal Omdömen 

Your fella Coner, couldn’t have been any more nice.

He is actually someone that your lucky to have.

Excellent service. The advisor was thorough and very helpful

The guy I spoke to this morning Mish he was very understanding he is very and helpful he was very carm and explain everything to me and now I can move on and i would like to say thank you to him for helping and understanding my situation.

I would like to say that Michaela the call agent was absolutely fantastic
So caring and understanding
10/10
I suffer with mental health and don’t like talking on the phone
The way she spoke to me made me completely at ease

Give this woman a raise xx

Called to re arrange my payment plan , I originally set it up for the 1st of every month , but again the company tried taking the payment out 5 days before , called in today and the advisor said I need to make a down payment in order for any payment plan to take effect , absolutely refused to do this and agent said oh ok don’t worry that’s your plan all active , agent lied on different occasions to try and get more money out of me , not to mention the bombardment of calls on a daily basis

Just finally got enough to start paying and the process was so easy, great customer service, a weight off my mind.

The gentleman I spoke with sorry can't remember his name but he was very helpful and understanding of my situation and helped me set up my arrangement which took away my stress and anxiety off my shoulders.

Excellent service and good communication with a lot of help

Very helpful and very understanding

The customer service agent was amazing

quick and efficient at helping with my enquiry

Very professional and kind in a very difficult situation for me.

Terrible company, bombarded with an emails. Asking pay for none. Looks like i'm idiot and going to pay for i don't know what. Why Police and court still not arrested this scamers?
P.S. Why you agresively asking for my details after comenting? I'm not give it for scum bags.

Uninformed, Rude and passive aggressive

I have been having sleepless nights, but the solution proffered has given a huge relief.

I want to begin by saying that I really don’t want this review to reflect negatively on the employee who handled my call, as I appreciate that they were following a script and doing what their job requires.
I do, however, feel that some of the questions asked were quite tone-deaf considering my circumstances had been established early on in the call. For example, being asked whether I pay a mortgage when I had already explained that I am homeless felt particularly inappropriate.
My circumstances also mean that my incomings and outgoings can vary significantly from month to month. I did my best to provide both minimum and maximum figures where appropriate, but I felt that some of the questions didn’t really allow for the reality of my situation.
I had a similar phone call with a different company, and I found that the questions asked and the advice given were much more tailored to my circumstances. I’m actually glad I had that conversation first, because I genuinely think that if TM Legal had been my first experience, I may not have felt able or willing to make the other phone call afterwards due to how I felt following the conversation.
Again, I want to stress that I don’t believe this is the employee’s fault. My concern is more with the script they are expected to follow and the way they are required to interpret the answers given. I think there is perhaps room for more flexibility when dealing with people whose circumstances fall outside of the situations the standard questions seem designed around.

Update provided below -

I am extremely disappointed by the way my account has been handled, particularly given the amount of information TM Legal have been given about my circumstances.

I am disabled, a single parent and the sole carer for my disabled child. I have explained that I have multiple debts, less than £75 disposable income per month and significant caring responsibilities. After going through my financial circumstances with StepChange, I was advised that a Debt Relief Order is likely to be the most suitable option for me.

The underlying debt was approximately £755. A County Court claim has now been issued for £895.87 including court fees and fixed legal costs.

Despite my financial position, I tried to find another way of resolving this. My brother offered to lend me £377 as a one-off sum so that I could make a full and final settlement offer. I made it clear that this was not money I had available myself and was only possible because a family member was willing to help me avoid further proceedings.

TM Legal declined the offer.

I was then told that the only way they would avoid pursuing a CCJ was for the entire £895.87 to be paid either immediately or over a maximum of five months.

That is approximately £180 per month.

They already knew that my disposable income is less than £75 per month.

What I find particularly difficult to reconcile is that the very same correspondence tells customers that debt repayments must be affordable and must not interfere with essential expenditure such as rent, council tax, gas, electricity and water.

I completely agree with that principle. But I cannot understand how requiring approximately £180 per month from someone known to have less than £75 disposable income can sit alongside it.

TM Legal have said that I can instead complete an income and expenditure form and arrange a lower affordable payment. However, they have also made clear that if I do that they will still seek a County Court Judgment.

So, despite fully disclosing my disability, my child’s disability, my position as a sole parent and carer, my financial hardship and the advice I have received from StepChange, the position I have effectively been left with is: find nearly £900 within five months or have a CCJ pursued against me.

What is also disappointing is that my £377 offer was simply declined without any alternative settlement proposal being made, despite the fact that TM Legal were aware that the alternative available to me may be a formal debt solution.

I have since looked at TM Legal’s responses to other reviews and can see considerable emphasis placed on listening to customers, understanding individual circumstances and vulnerability, and finding affordable and realistic solutions. I have also seen the company offer to have concerns reviewed by senior members of staff when customers feel something has gone wrong.

I would genuinely welcome that level of consideration being applied to my own case.

I am not asking to be excused from dealing with my financial situation. I have actively tried to resolve it, sought independent debt advice and managed to obtain a substantial one-off contribution from a family member in an effort to reach a settlement.

What I am asking is how the outcome in my case can reasonably be reconciled with the approach to vulnerability and affordability that TM Legal publicly says it takes.

I would welcome a senior review of how this account has been handled and a proper explanation of what consideration was given to my individual circumstances before deciding that approximately £180 per month was the only way I could avoid a CCJ.

UPDATE – 21st August

TM Legal publicly replied to my review saying they wanted to “understand and investigate” my concerns.

The Trustpilot follow-up was instead an automated request for my full name, reference number and telephone number, with a warning that if I did not respond within three days they may not be able to recognise my review as genuine.

I supplied everything requested.
Despite that, I have received no substantive response through Trustpilot and no response to my email about the underlying issues.

This leaves me concerned that the immediate priority after a negative review was verifying the reviewer, rather than investigating the conduct described.

My complaint concerns repeated high-volume automated contact with someone already in financial difficulty, followed by court escalation and additional costs, rather than meaningful individual engagement about realistic ways to resolve the matter.
TM Legal says it is focused on fair customer outcomes. I would like to see that reflected in how this case is handled. I will update this review if I receive a substantive response.

Khadija was a great agent and I felt supported during ym call with her. Thank you

Mish the customer adviser was very calming an explained questiins clearly an didnt judge me. So i thsnk him very much as i was very worried about my bills etc . So well done mish. He needs promotion.

Terrible company, bombarded with calls and emails threatening legal action after a supposed failed payment.
Payment had gone through over a week ago but instead of checking if the fault was their end they like usual went straight to harassment, which I then had to take time out of my working day to deal with.
Simple phone call resolved the issue after speaking to one of their customer service agents but it shouldn’t have even needed to happen from my end, it’s no wonder people do not want to deal with these type companies when they treat people this way.