Poor experience
We did not appoint Ross Coates directly — our matter was passed to them by Millennium Legal without choice. From the outset, communication was poor. We were given contact details for nine different people and a generic inbox, with no clear ownership of the file. As overseas clients relying on email, we had to chase repeatedly just to understand basic timelines and next steps. After several follow-ups went unanswered, the only response we received was an automated out-of-office message advising the firm was closed until 2 January. There was no prior courtesy communication about the closure, no status update, and no interim contact — had we not chased, we would not have known nothing would progress. After raising these concerns and leaving an honest review, Ross Coates responded defensively, stated that their standard email response time is 5–7 working days, and then ceased acting for us entirely, returning the matter to Millennium Legal. This resulted in time lost, further delays, and the need to start again with a new firm, through no fault of our own. Rather than addressing the lack of communication or taking accountability, the firm chose to disengage the client. Unfortunately, this experience reflects the issues raised in many other reviews — poor responsiveness, lack of ownership, and a complete absence of client care.