really helpful and professional

We have chosen Direction Law as recommended by our mortgage advisor. However, shortly we realised, that this company is not helpful at all. Rebecca Martin was allocated to us as our solicitor. It was really stressful experience with her, as the response to the emails with an urgent matter was extremely slow. There is no way you can get through the phone to her, never picked up the phone. There was situation, where she just responded "I don't know..." to one of our queries with regards to a first time buyer. I discovered that she was not aware of definition of the "first time buyer", which was really sad, as we rely on the solicitor, who supposed to know these things. We've provided all the evidence and documents, however, she just ignored our emails and calls, replying that I have to wait at least 24 hours for her response. This is not acceptable, considering the matter of urgency- the exchange date was set up within few days and we needed some clarity before signing the contract and the stamp duty forms. I literary had to email her information and gov.uk definitions to prove that we are qualified as a first time buyers. It caused me so much stress for 2 days, when I tried to get some help and reassurance from Rebecca, but received "I don't know..." instead. No apologies at all. Moreover, she just forgot to send us 1 document for signing with all the contract documents. She emailed this through to us after we've sent her all package of signed contract. We received missing document from Rebecca 1 day before the exchange of contract date. Her unprofessional approach and lack of knowledge on the basics is unacceptable. Then she went on AL for a couple of times during the process, which is fine, but it was without ant notification. I discovered this, when emailed to chase up on any update and the automated email said, that her desk is coveted, but it was not.. we've been awaiting for a very relevant document from the lender to proceed with exchange. The document was sent on Friday and they only discovered this on Tuesday next week, when I've emailed them the evidence from our mortgage adviser, which I had to chase myself. The funnies and the sad thing is that on Monday Rebecca advised that she is still awaiting for the document, while it was sent on Friday... no comment! Her attitude and approached caused delays and I had to chase all the parties myself, as all replies from Rebecca were "I am awaiting..." seems like she did not even try to chase someone to speed up the process. The whole process was really stressful and slow! I would not recommend this company to anyone! Nevertheless, I'd like to say thank you to Stephen Crow, who took over the urgent situation, when Rebecca just left for another AL. Her desk clearly was not covered, as no one did respond to any of my emails until I called the office and asked for urgent assistance. We needed to make sure that the contract will be exchanged during a certain time. Stephen kindly helped with the process and the contract was exchanged within few hours instead of constant "awaiting..". Another person, who dealt with our case in professional manner and was helpful during completion was Andrew Bruce. Andrew replied to our emails in a timely manner and was patient explaining the details. The completion process was smooth. Looks like some unprofessional people like Rebecca Martin are affecting the reputation of the company. In my opinion, this should be taken into consideration of the management team. P.S.: as you can see the reply from DL, they are trying to cover themselves without option to reply on their comment openly to a public... First of all, I still feel that the service was awful without exaggeration... the missed document was sent via email and no excuse with Royal Mail delays, as all the rest documents were loaded through the portal and we had to print them our and sign. So this one was missing on the portal. In relation to a property we own abroad- I clearly provided evidence and even the picture of the property- this is not a dwelling! According to the government definition, which I had to search myself after Rebecca's 'I don't know' via Google, I discovered, that we still count as 'first time buyers'. This should be know and advised to me by my solicitor right away after the photo and the document, which I also have translated to her in English. Instead I had stress for 2 days because unprofessional staff was not able to deal with the query. If Rebecca's desk was covered, why she told me that she is awaiting for the document on Monday, if that was sent on Friday the week before? Again, I've chased that up myself on Tuesday morning. When I found out, that it was sent at the end of the previous week, when Rebecca was on AL. No-one has covered her desk, as she was not aware on the update, when was back. This is nonsense!

The company were in the ball , from the start , well ahead of the game, communication is first class and all questions and concerns were answered and dealt with promptly and professionally, I would recommend them to anyone looking to purchase a property they made it so easy it was unbelievable, well done guys highly recommended!

Awful! We were with the Canterbury branch for a house move and experienced very rude and unprofessional tones, as well as some of our forms with personal details on being lost. We complained and got a response from the formal complaint 6 weeks later despite chasing several times, only offering £100 as an apology despite the solicitor not submitting the correct forms and us being sent letters from HMRC with fines!! And no apology for the forms being lost. Its impossible to get through to them on the phone and no one will call you back. Avoid at all costs

Great experience! Always upfront, everything was user friendly and the transaction went smoothly. Thank you for all your help!

Great services... special thanks to Jade Reed for the excellent job. Everything went by plan. Thank you

Constant communication and assistance throughout. Each hurdle the team was there to assist and clarify any confusion and ensure my partner and I were was happy with the process

They managed to finalize my case quite promptly. Especially after a failed house purchase, due to the laziness of other solicitors I had previously selected, they managed to finish the purchase just in three weeks.

I would like to highly recommend Direction Law. They were very helpful throughout the whole process and we were kept informed about everything. Very good contact, they answered emails quickly. Thank you to the whole Direction Law team especially Hannah and Jade.

Reasonably priced, helpful and prompt at responding to emails.