AVOID AT ALL COSTS
AVOID AT ALL COSTS If I could give zero stars, I would. We completed on 14 April (now over 10 days ago) and since then there has been no communication, no progress, and no accountability. Our mortgage lender and Help to Buy loan have still not been redeemed, and our estate agent’s fee remains outstanding - entirely due to Ross Coates’ inaction. I have emailed Ross Coates himself, along with multiple people across the firm, and received absolute radio silence. I have also attempted to call the office dozens of times a day, only for the phone to ring out repeatedly. I have now escalated this to the Solicitors Regulation Authority, who are currently investigating. Tellingly, they have also advised they are struggling to contact Ross Coates. I even contacted their Kesgrave branch, who openly stated they are receiving a high volume of similar calls from distressed clients and expressed serious concern themselves. Their advice was to either involve the police or raise the issue with the SRA - both of which I have done. For context, we instructed Ross Coates in August 2025. This was a simple sale, with no forward chain, and first-time buyers. It took over eight months. As for dealing with staff - Karen (who made a point of clarifying she is a PA, not a receptionist) was completely unhelpful, dismissive, and ultimately hung up the phone when challenged for answers. That interaction alone sums up the firm’s attitude and level of service. This has been one of the most stressful, incompetent, and unprofessional services I have ever experienced. I would strongly advise anyone considering Ross Coates to look elsewhere - unless you want to chase, escalate, and worry long after you’ve supposedly “completed”.