Disappointed
I recently completed the sale of my property at Bodmin through Stratton Creber and felt compelled to leave an honest account of my experience.
The sale process was marred by several significant issues that required me to make a formal complaint.
Communication was consistently poor. I repeatedly had to chase the branch for basic updates.
Administration was also below standard. The Memorandum of Sale contained errors after the offer was accepted, and again I had to chase to get these corrected. Basic paperwork should be completed accurately first time.
Recommended solicitors were another disappointment. The branch recommended solicitors to use for the conveyancing process, however I found them extremely difficult to get hold of throughout the transaction.
Most seriously, I discovered that my house key had been left under the doormat between viewings — a clear security breach that put my property and belongings at risk. The initial response to my concerns about this was dismissive and inadequate.
I did escalate to a formal complaint, which was handled at group level by the Connells complaints team. The response acknowledged some shortcomings and confirmed the member of staff responsible for the key incident has since left the business.
The sale did ultimately complete, and to be fair there were staff members who tried to help. However, the overall level of service fell well short of what you would expect when entrusting an agent with the sale of your home. If you choose to use this branch, I would strongly recommend keeping detailed records of all communications, choosing your own solicitors independently, and being prepared to chase regularly for updates
