Where do I begin!
Where do I begin. What was meant to be a process that should have taken 10 weeks, took almost 11 months. Despite posting important documents to them by tracked mail, their support staff only managed to provide our purchasers solicitors with incomplete information, only faxing or scanning one side of each document! They kept asking for information which we had provided several times. I really don’t think the right hand knew what the left hand was doing half the time. Apart from lack of updates by them, unless we phoned to ask how our sale was progressing, we received little or no feedback. Progress feedback which we had to ask for. Several times the appropriate team/person was unavailable when phoning them therefore unaccountable. They were lax when it came to returning calls & slow to answer our emails. We thought the whole process would be relatively quick & simple, bearing in mind we were engaged in a short chain. Consisting of my husband & I selling a property to our son. We explained that there was a mortgage settlement to be made which we were relying to be paid out of the sale as a matter of urgency. It was due to be repaid on a certain date & we needed to complete by then. Even when we exchanged contracts & completed on 28.10.25 one week on we had to chase them for news of where our funds were. We had no idea if they had made the settlement to our mortgage provider. Later this afternoon, we learned that they should have dealt with the settlement several days ago, which has now caused our mortgage provider to charge us extra interest on our loan. We were told today that the funds had been dealt with on 29.10.25 we expected Ross Coates Ipswich to have provided our mortgage provider with a settlement at the same time. A member of their accounts team responded to my husbands email of yesterday, only after he rang them. No apology, just to tell us that our funds would be in our bank by the end of the day. It was, however, no sign of what & if they had made payment to our mortgage provider. To say that this company is lax is an understatement. They have no idea of time management. No idea of how to keep their clients happy. No idea how stressful dealing with them is. They lack no sense of continuity, no sense of urgency. Most of the staff are polite & pleasant, but they fail to follow up on their commitments to their clients. In all honesty I cannot find anything positive to say about our experience as it has seen me in tears of sadness & frustration worrying about their lack of due process.