Sadly I have spent 2 years fighting my poor experience with the financial ombudsman, to no avail. It seems that Involegal and Natwest alike can treat customers how they please, provide false evi... See more
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See what reviewers are saying
I remortgaged two properties with the same lender at exactly the same time. Involegal have taken at least an extra 4 wks to complete, at my cost, dreadful communication and lack of clarity on process.... See more
Absolutely appalling level of service, never ever will we accept free legals with a simple remortgage again, avoid Involegal at all costs obviously taken on more work than they can handle and NatWest... See more
Nothing different to share from every other review on here Do not answer phones or emails Total lack of information - totally disillusioned with the whole process Surely more information about tim... See more
Company details
Information provided by various external sources
We are a unique legal services provider who focus on niche areas of the law.
Contact info
Two Central Square, CF10 1FS, Cardiff, United Kingdom
- www.involegal.com
1.3
Bad
358 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
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Horrendous service
Horrendous company. I have been allocated Involegal as my solicitor for a remortgage, and the service they supply is absolutely appalling. I have spent hours on hold trying to get hold of them, as has my mortgage advisor. They do not answer any emails. It is looking more and More likely that we will miss our completion date, and Involegal are completely in-contactable! I have registered a complaint with NatWest. Awful company, avoid!
27 November 2019
Unprompted review
Reply from Involegal
Hi Bethany,
Thank you for taking the time to review the service you received from Involegal. We are very disappointed to receive negative reviews of our service and communication.
While we do offer updates to our lender clients’ customers, in most cases you will not need to contact us unless we have specifically requested information from you.
As you may be aware, we have recently received an unprecedented amount of new remortgage cases which has resulted in us having to process more than double the amount of cases we usually receive. While we are usually able to adapt quickly to accommodate variations in work volumes, the lack of notice in this instance has impacted on our ability to communicate efficiently with customers.
We would like to reassure borrowers that we handle more than 35,000 remortgage cases per year, the vast majority of which complete without delay and in accordance with our lender clients’ contractual requirements.
We take all feedback very seriously and are working with the lender concerned to ensure we are both better prepared for future variations in case volumes.
don’t use Involegal
Solicitors via a mortgage through broker Fluent. Do not proceed with these solicitors. Terrible communication, constant reminders for information they already have. My mortgage was supposedly going to take 3 weeks, it took 3 months. Had to call the bank myself to confirm completion as they’re so unorganised.
27 November 2019
Unprompted review
Reply from Involegal
Hi Matt,
Thank you for taking the time to review the service you received from Involegal. We are very disappointed to receive negative reviews of our service and communication.
While we do offer updates to our lender clients’ customers, in most cases you will not need to contact us unless we have specifically requested information from you.
As you may be aware, we have recently received an unprecedented amount of new remortgage cases which has resulted in us having to process more than double the amount of cases we usually receive. While we are usually able to adapt quickly to accommodate variations in work volumes, the lack of notice in this instance has impacted on our ability to communicate efficiently with customers.
We would like to reassure borrowers that we handle more than 35,000 remortgage cases per year, the vast majority of which complete without delay and in accordance with our lender clients’ contractual requirements.
We take all feedback very seriously and are working with the lender concerned to ensure we are both better prepared for future variations in case volumes.
Absolutely horrendous
Absolutely horrendous. Didn't include the account number when requesting the redemption statement from our old mortgage company over a month ago and hasn't responded to their, or our THREE emails. Cannot get in contact by phone just continually on hold to then be rudely told it is being dealt with - we have been put off from ever using NatWest again as this is their legal team.
27 November 2019
Unprompted review
Reply from Involegal
Hi Amy,
Thank you for taking the time to review the service you received from Involegal. We are very disappointed to receive negative reviews of our service and communication.
While we do offer updates to our lender clients’ customers, in most cases you will not need to contact us unless we have specifically requested information from you.
As you may be aware, we have recently received an unprecedented amount of new remortgage cases which has resulted in us having to process more than double the amount of cases we usually receive. While we are usually able to adapt quickly to accommodate variations in work volumes, the lack of notice in this instance has impacted on our ability to communicate efficiently with customers.
We would like to reassure borrowers that we handle more than 35,000 remortgage cases per year, the vast majority of which complete without delay and in accordance with our lender clients’ contractual requirements.
We take all feedback very seriously and are working with the lender concerned to ensure we are both better prepared for future variations in case volumes.
Remortgage - Involegal / Natwest
Why is it that Involegal respond on these pages with the same message, just the individuals name changed???? To me that is no feedback just make sure you have the necessary resources to be able to cope with the volume of remortgages your processing, simple! Or if you can’t then use another solicitors and subcontract the work out accordingly so that you meet people’s deadlines and expectations!
Remortgage - guess what yes NatWest/Involegal being used as the solicitor. This has been all set up now to complete on the 2nd December, even to the point of an update on the 25th November stating completion still on for the agreed date. I was then informed by txt message that completion would now be 06th December, no phone call or email to give reason why!? After waiting for over an hour and a half finally got through to say that redemption statement hadn’t been received in time! What a load of bull! Just reading some of these reviews now, looks like it might be after the 6th given the issues people are having! I wonder if Involegal are going to pick up the extra charges in interest on my current mortgage which will move to variable rate on the 1st December! So disappointed and frustrated with Involegal like many on these feedback pages.
27 November 2019
Unprompted review
Reply from Involegal
Hi Stuart,
Thank you for taking the time to review the service you received from Involegal. We are very disappointed to receive negative reviews of our service and communication.
While we do offer updates to our lender clients’ customers, in most cases you will not need to contact us unless we have specifically requested information from you.
As you may be aware, we have recently received an unprecedented amount of new remortgage cases which has resulted in us having to process more than double the amount of cases we usually receive. While we are usually able to adapt quickly to accommodate variations in work volumes, the lack of notice in this instance has impacted on our ability to communicate efficiently with customers.
We would like to reassure borrowers that we handle more than 35,000 remortgage cases per year, the vast majority of which complete without delay and in accordance with our lender clients’ contractual requirements.
We take all feedback very seriously and are working with the lender concerned to ensure we are both better prepared for future variations in case volumes.
If only I could give zero stars
If only I could give zero stars! Involegal is the most incompetent legal service provider I have experienced. I have been trying to call for a week and have been kept on hold for 30 min every time and then asked to leave messages that never get replied. I have emailed and received no response. My remortgage is just waiting for completion and I am trying to get some updates. I was hoping to have this completed before my current fixed-rate mortgage expires. But as it will be Christmas soon I don’t know when or if this will be processed. I am not sure why Virgin Money or any lender would use this company. Involegal don’t even have enough staff to answer calls. What a terrible company!
27 November 2019
Unprompted review
Reply from Involegal
Hi Sam,
Thank you for taking the time to review the service you received from Involegal. We are very disappointed to receive negative reviews of our service and communication.
While we do offer updates to our lender clients’ customers, in most cases you will not need to contact us unless we have specifically requested information from you.
As you may be aware, we have recently received an unprecedented amount of new remortgage cases which has resulted in us having to process more than double the amount of cases we usually receive. While we are usually able to adapt quickly to accommodate variations in work volumes, the lack of notice in this instance has impacted on our ability to communicate efficiently with customers.
We would like to reassure borrowers that we handle more than 35,000 remortgage cases per year, the vast majority of which complete without delay and in accordance with our lender clients’ contractual requirements.
We take all feedback very seriously and are working with the lender concerned to ensure we are both better prepared for future variations in case volumes.
Ineptvolegal
Echoing every over review. A minimum 30 mins on hold (and then told to leave a voicemail). No updates, no urgency. The entire remortgage process stops at Involegals end.
I never leave bad reviews, I normally just make sure I avoid a bad company in the future. But these were SO bad, and seeing hundreds of reviews with the same issues Ive experienced, I just had to.
27 November 2019
Unprompted review
Reply from Involegal
Hi,
Thank you for taking the time to review the service you received from Involegal. We are very disappointed to receive negative reviews of our service and communication.
While we do offer updates to our lender clients’ customers, in most cases you will not need to contact us unless we have specifically requested information from you.
As you may be aware, we have recently received an unprecedented amount of new remortgage cases which has resulted in us having to process more than double the amount of cases we usually receive. While we are usually able to adapt quickly to accommodate variations in work volumes, the lack of notice in this instance has impacted on our ability to communicate efficiently with customers.
We would like to reassure borrowers that we handle more than 35,000 remortgage cases per year, the vast majority of which complete without delay and in accordance with our lender clients’ contractual requirements.
We take all feedback very seriously and are working with the lender concerned to ensure we are both better prepared for future variations in case volumes.
Natwest Re-mortgage!
Absolutely horrific service, as all other comments read you cannot get through to this company and there appear to be no updates of progress when you access the online tracker. It is highly concerning when you can also see Natwest Mortgage advisors complaining via trust pilot, how are we supposed to have certainty that this is a legitimate and trustworthy firm. I appreciate this high level of work that is currently going through this company, however there must be a priority list which Involegal are working through. Can we not even have an update as to where we stand. I am fed up of keep logging into case tracker to constantly see no update!
27 November 2019
Unprompted review
Reply from Involegal
Hi Hannah,
Thank you for taking the time to review the service you received from Involegal. We are very disappointed to receive negative reviews of our service and communication.
While we do offer updates to our lender clients’ customers, in most cases you will not need to contact us unless we have specifically requested information from you.
As you may be aware, we have recently received an unprecedented amount of new remortgage cases which has resulted in us having to process more than double the amount of cases we usually receive. While we are usually able to adapt quickly to accommodate variations in work volumes, the lack of notice in this instance has impacted on our ability to communicate efficiently with customers.
We would like to reassure borrowers that we handle more than 35,000 remortgage cases per year, the vast majority of which complete without delay and in accordance with our lender clients’ contractual requirements.
We take all feedback very seriously and are working with the lender concerned to ensure we are both better prepared for future variations in case volumes.
Absolutely shocking service
Absolutely shocking service. I'm in the process of remortgaging with yes, you guessed it Natwest. Involegal are their legal team. What a complete shambles. So far I've been on hold with them for over 3 hours in the last 2 days. You go on hold for half an hour then get told to leave a message which doesn't get returned. My emails have been ignored, documents I've sent in have been misplaced, an absolute joke. If you are taking out a mortgage with Natwest, find your own legal team. Do not go with this firm.
27 November 2019
Unprompted review
Reply from Involegal
Hi Faye,
Thank you for taking the time to review the service you received from Involegal. We are very disappointed to receive negative reviews of our service and communication.
While we do offer updates to our lender clients’ customers, in most cases you will not need to contact us unless we have specifically requested information from you.
As you may be aware, we have recently received an unprecedented amount of new remortgage cases which has resulted in us having to process more than double the amount of cases we usually receive. While we are usually able to adapt quickly to accommodate variations in work volumes, the lack of notice in this instance has impacted on our ability to communicate efficiently with customers.
We would like to reassure borrowers that we handle more than 35,000 remortgage cases per year, the vast majority of which complete without delay and in accordance with our lender clients’ contractual requirements.
We take all feedback very seriously and are working with the lender concerned to ensure we are both better prepared for future variations in case volumes.
Been 3 months and counting now. Avoid.
Been 3 months and counting now.
Now paying significant extra interest on mortgage and a help to buy.
Dreadful communications, customer service , and virtually impossible to speak to anyone.
I sorely regret accepting NatWest’s offer and wish I had gone with someone else.
Avoid at all costs.
27 November 2019
Unprompted review
Reply from Involegal
Hi Sean,
Thank you for taking the time to review the service you received from Involegal. We are very disappointed to receive negative reviews of our service and communication.
While we do offer updates to our lender clients’ customers, in most cases you will not need to contact us unless we have specifically requested information from you.
As you may be aware, we have recently received an unprecedented amount of new remortgage cases which has resulted in us having to process more than double the amount of cases we usually receive. While we are usually able to adapt quickly to accommodate variations in work volumes, the lack of notice in this instance has impacted on our ability to communicate efficiently with customers.
We would like to reassure borrowers that we handle more than 35,000 remortgage cases per year, the vast majority of which complete without delay and in accordance with our lender clients’ contractual requirements.
We take all feedback very seriously and are working with the lender concerned to ensure we are both better prepared for future variations in case volumes.
Terrible experience so far
Terrible experience so far - zero contact, no communication on hold for 30mins then you get cut off, no response to email.
At this point I’m completely in the dark as to how we can progress to completion
27 November 2019
Unprompted review
Reply from Involegal
Hi Claire,
Thank you for taking the time to review the service you received from Involegal. We are very disappointed to receive negative reviews of our service and communication.
While we do offer updates to our lender clients’ customers, in most cases you will not need to contact us unless we have specifically requested information from you.
As you may be aware, we have recently received an unprecedented amount of new remortgage cases which has resulted in us having to process more than double the amount of cases we usually receive. While we are usually able to adapt quickly to accommodate variations in work volumes, the lack of notice in this instance has impacted on our ability to communicate efficiently with customers.
We would like to reassure borrowers that we handle more than 35,000 remortgage cases per year, the vast majority of which complete without delay and in accordance with our lender clients’ contractual requirements.
We take all feedback very seriously and are working with the lender concerned to ensure we are both better prepared for future variations in case volumes.
Natwest/Involegal - Absolute shambles !
Exactly the same experience as all of the other comments below. Appalling service and communication from Involegal. Mortgage broker was informed that we would complete on 22nd November and that I would be contacted to confirm. Having not received any communication, I managed to speak to someone at Involegal yesterday and was informed that redemption statement was not on file, but that we should complete by this Friday!
This has now cost us over £400 in additional mortgage payments and I'm tempted to just cut my losses and stick with my current provider. Still waiting for a response to my numerous emails requesting an update (read receipt confirmed so I know someone is looking at them). Seems like the only way to get a response is via Trustpilot...
27 November 2019
Unprompted review
Reply from Involegal
Hi JP
Thank you for taking the time to review the service you received from Involegal. We are very disappointed to receive negative reviews of our service and communication and we take all feedback very seriously.
As you may be aware, we have recently received an unprecedented and unexpected volume of new remortgage cases from one of our lender clients. This has resulted in us having to process a huge increase in cases. While we are usually able to adapt quickly to accommodate variations in work volumes, we do acknowledge that the lack of notice in this instance has impacted on our ability to communicate efficiently with customers.
We are working with the lender around the clock to ensure that the level of instructions we receive are in line with our capacity. This will ensure cases are handled in line with our contractual requirements to the lender.
I would just like to highlight that this issue is affecting Involegal as well as other remortgage firms on the lender’s panel of suppliers.
I have sent you a private message, if you would like us to look into your case, please reply to this with some details.
Absolutely horrendous experience and…
Absolutely horrendous experience and customer service, never answer emails or phone, been trying to contact for 5 days straight, spent hours on hold before being asked to leave a message done this repeatedly but no call back! I will never use this company again I cannot believe the level of poor customer service, disgusting!
Finally got hold of you on Tuesday... Promised a call back by Michelle that day....48 hours later no call back!!!!
As if the experience so far wasn’t bad enough when I get through all I had was fake apologises, promises and no update what so ever, re mortgage due to complete on Monday and NO CONTACT WHAT SO EVER FROM YOU!!!
AVOID THIS COMPANY!!!!!!!
26 November 2019
Unprompted review
Reply from Involegal
Hi Faye, thank you for taking the time to review the service you received from Involegal.
As you may be aware, we have recently received an unprecedented and unexpected volume of new remortgage cases from one of our lender clients. This has resulted in us having to process a huge increase in cases. While we are usually able to adapt quickly to accommodate variations in work volumes, we do acknowledge that the lack of notice in this instance has impacted on our ability to communicate efficiently with customers.
We are working with the lender around the clock to ensure that the level of instructions we receive are in line with our capacity. This will ensure cases are handled in line with our contractual requirements to the lender.
I would just like to highlight that this issue is affecting Involegal as well as other remortgage firms on the lender’s panel of suppliers.
We would like to reassure borrowers that we handle more than 35,000 remortgage cases per year, the vast majority of which complete without delay and in accordance with our lender clients’ contractual requirements.
We are very disappointed to receive negative reviews of our service and communication and we take all feedback very seriously.
Astounded at the poor quality service!
I am absolutely astounded that Natwest use involegal! Worst service ever. We're 6 weeks down the line from when I first contacted Natwest and they've not even had the decency to request the redemption statement from the building society! They only confirmed my identity after I had repetitively chased them up for them to actually do something. Obviously still no competition date either. Shameful!
The call centre are pretty much useless after 17.00 because nobody is in the office after this time, except for the call centre, who can't do anything other than send another email that will be ignored again.
Natwest told me that the whole process would be 2 to 4 weeks. I wonder, was that a lie too?
And my phone bill is going to be astronomical this month just for listening to the repetitive tune... Bet I won't be compensated for this though?
And the stress that this has been putting on me and family is unfair too. For what should be a simple and easy process...
NATWEST, PLEASE STOP USING INVOLEGAL!
EDIT: Original review was on the 26th of November and they still haven't completed the remortgage. They have requested paperwork that we have already sent to them and even uploaded to their portal, but still we redid it and reuploaded it...
They have missed their first completion date of the 4th December, which was pushed on to the 5th, which was also missed and they are now on target for missing the next completion date of the 12th December as they have failed to send through the correct paperwork to the Building Society for the redemption statement.
They also lied to Natwest last week and said that they had requested the redemption statement but when I rang the building society they said they hadn't requested it at all. In fact, it was only sent through yesterday, and it was sent through incorrectly!
Let's see if I can actually get them to complete in 2019...
Apparently Natwest are also struggling with them and they have put a senior advisor in place to deal with all the complaints.
EDIT: Missed the 12th and they rearranged it to the 13th, which has also been missed and now they have rearranged it to the 16th. I only know because I keep checking it daily. I've had no communication from them other than to acknowledge receipt of the documents that I sent through at the end of November...
EDIT: today is the 16th December and they have moved my completion date to the 20th now. Again, they have failed to inform me.
In addition to this they have requested more information which I have already provided them with via email, post and their own online system. They have had all the correct documentation for some time now and they have even confirmed that on one of the rare occasions that I managed to get through to them, so why they keep changing their mind i just don't know... I can speculate but that's all.
It is starting to feel like they are trying every trick to stall this remortgage. And if they don't complete it by Friday then I guess I'll have to wait until next year as I suppose they will be closed for the Christmas period!
26 November 2019
Unprompted review
Reply from Involegal
Hi Bryan, thank you for taking the time to review the service you received from Involegal.
We are very disappointed to receive negative reviews of our service and communication and take all feedback seriously.
The service Involegal provides to its lender clients is set by the lenders themselves. While we do offer updates to our lender clients’ customers, in most cases you will not need to contact us unless we have specifically requested information from you.
We do acknowledge that the recent surge of instructions from one of our lender clients has impacted on our ability to communicate efficiently with customers and we are working with the lender concerned to ensure we are better prepared for future variations in case volumes.
I have sent you a private message, if you would like us to look into your case, could you reply with some details?
Totally unacceptable customer service /…
Totally unacceptable customer service / moving nowhere with remortgage even though it’s so straightforward. Surely a company as large as NatWest should have a better legal team? They are going to lose so much business. I will be seeking compensation.
26 November 2019
Unprompted review
Reply from Involegal
Hi Miss Smart, thank you for taking the time to review the service you received from Involegal.
As you may be aware, we have recently received an unprecedented and unexpected volume of new remortgage cases from one of our lender clients. This has resulted in us having to process a huge increase in cases. While we are usually able to adapt quickly to accommodate variations in work volumes, we do acknowledge that the lack of notice in this instance has impacted on our ability to communicate efficiently with customers.
We are working with the lender around the clock to ensure that the level of instructions we receive are in line with our capacity. This will ensure cases are handled in line with our contractual requirements to the lender.
I would just like to highlight that this issue is affecting Involegal as well as other remortgage firms on the lender’s panel of suppliers.
We would like to reassure borrowers that we handle more than 35,000 remortgage cases per year, the vast majority of which complete without delay and in accordance with our lender clients’ contractual requirements.
We are very disappointed to receive negative reviews of our service and communication and we take all feedback very seriously. I have sent you a private message, if you would like us to look into your case, could you reply with some details?
This is a truly terrible experience
This is a truly terrible experience. They (Involegal) simply NEVER answer the phone or respond in anyway. They must be in breach of any service level agreement they have with Nat West. It's really stressful & unprofessional. Worth establishing who will be handling the legal side of things before you accept terms with your mortgage providers. AVOID THIS COMPANY -Life is too short!
26 November 2019
Unprompted review
Reply from Involegal
Hi, thank you for taking the time to review the service you received from Involegal.
We are very disappointed to receive negative reviews of our service and communication.
The service Involegal provides to its lender clients is set by the lenders themselves. While we do offer updates to our lender clients’ customers, in most cases you will not need to contact us unless we have specifically requested information from you.
We do acknowledge that the recent surge of instructions from one of our lender clients has impacted on our ability to communicate efficiently with customers and we are working with the lender concerned to ensure we are better prepared for future variations in case volumes.
I have sent you a private message, if you would like us to look into your case, could you reply with some details?
Wow Service has never been so bad!
Wow
Service has never been so bad!
Awful hold music, long waits to get through, service is very slow!!!
26 November 2019
Unprompted review
Reply from Involegal
Hi Scott,
Thank you for taking the time to review the service you received from Involegal.
We are very disappointed to receive negative reviews of our service and communication.
We have recently received an unprecedented amount of new remortgage cases which has resulted in us having to process more than double the amount of cases we usually receive.
While we are usually able to adapt quickly to accommodate variations in work volumes, the lack of notice in this instance has meant we were not able to immediately resource our call handling teams to deal with the huge increase in call volumes.
We take all feedback very seriously and are working with the lender concerned to ensure we are both better prepared for future variations in case volumes.
I have sent you a private message, if you would like me to look into your case would you be able to reply with some details?
Do not use
Awful company. ‘We are currently experiencing an unprecedented and unexpected volume of work’....don’t accept the work if you can’t deal with it! I’ve phoned, emailed, left messages....nothing!! If my remortgage doesn’t take place soon I will loose my house not just the mortgage offer. I have so much depending on this, I just wished I’d used my own solicitor. I literally don’t know which way to turn. You are dealing with peoples lives here. I’ll be going to the Ombudsman if this process ever gets completed.
26 November 2019
Unprompted review
Reply from Involegal
Hi Emily,
Thank you for taking the time to review the service you received from Involegal.
As you are aware, we have recently received an unprecedented and unexpected volume of new remortgage cases from one of our lender clients. This has resulted in us having to process a huge increase in cases. While we are usually able to adapt quickly to accommodate variations in work volumes, we do acknowledge that the lack of notice in this instance has impacted on our ability to communicate efficiently with customers.
We are working with the lender around the clock to ensure that the level of instructions we receive are in line with our capacity. This will ensure cases are handled in line with our contractual requirements to the lender.
I would just like to highlight that this issue is affecting Involegal as well as other remortgage firms on the lender’s panel of suppliers.
We would like to reassure borrowers that we handle more than 35,000 remortgage cases per year, the vast majority of which complete without delay and in accordance with our lender clients’ contractual requirements.
As your case is ongoing, I have sent you a private message, would you be able to reply with some details so I can ask the team to look into your case?
** WARNING - DO NOT USE THIS COMPANY **
Quite simply, if you can't cope with the workload, stop taking on work. Respond to your customers queries and give us a clue as to when we are likely to complete. Waiting 2 months for a straightforward remortgage, never having phone calls or emails answered, your online case tracking system being wrong. All unacceptable. There is no excuse for it. Why haven't you written to your customers explaining what you are doing to put your failings right? Why have you not instructed Natwest to help find their customers an alternative Solicitor as you can't cope? If I hadn't found this review page, I'd still have no idea there was an official problem. Even when you get through on the phone after a 45 min wait, you haven't mentioned anything about a delay, you just fob me off. Officially the worst customer service I have ever experienced.
I'm now at risk of losing my new property because of your disgraceful service.
26 November 2019
Unprompted review
Reply from Involegal
Hi Rik,
Thank you for taking the time to review the service you received from Involegal.
As you are aware, we have recently received an unprecedented and unexpected volume of new remortgage cases from one of our lender clients. This has resulted in us having to process a huge increase in cases. While we are usually able to adapt quickly to accommodate variations in work volumes, we do acknowledge that the lack of notice in this instance has impacted on our ability to communicate efficiently with customers.
We are working with the lender around the clock to ensure that the level of instructions we receive are in line with our capacity. This will ensure cases are handled in line with our contractual requirements to the lender.
I would just like to highlight that this issue is affecting Involegal as well as other remortgage firms on the lender’s panel of suppliers.
We would like to reassure borrowers that we handle more than 35,000 remortgage cases per year, the vast majority of which complete without delay and in accordance with our lender clients’ contractual requirements.
As your case is ongoing, I have sent you a private message, would you be able to reply with some details so I can ask the team to look into your case?
Update to a previous complaint
Update to a previous complaint: After commencing this process at the beginning of September, I still have not completed my remortgage transfer. I made a formal complaint to Involegal in mid October and while I received a response, it has done nothing to increase their efficacy. Things appear to have worsened in recent months, as the phone line cuts out after 30 minutes on hold.
I am now in the process of making a formal complaint to NatWest and the Solicitor’s Regulation Authority. I would recommend everyone does the same so that we can put this organisation out of business.
26 November 2019
Unprompted review
Reply from Involegal
Hi Nicholas,
Thank you for taking the time to review the service you received from Involegal.
We are very disappointed to receive negative reviews of our service and communication. We do acknowledge that the recent surge of instructions from one of our lender clients has impacted on our ability to communicate efficiently with customers and we are working with the lender concerned to ensure we are better prepared for future variations in case volumes.
As your case is ongoing, I have sent you a private message, would you be able to reply with some details so I can ask the team to look into your case?
Shocking service, hoping an end is in sight
Reading these reviews I now know how lucky I was to get through to speak to someone on 1 occasion over a month ago (must be the same odds as a lottery win!). Since then I have called, emailed, left voicemails to no avail.I have now resigned myself to the fact that with a week to go my remortgage will not be completed and I best brace myself for the additional fees coming my way. The excuse of extra work load does not equal total lack of ignoring customers through all platforms. Shocking service, Natwest should be ashamed to be affiliated to Involegal.
26 November 2019
Unprompted review
Reply from Involegal
Hi Haylay,
Thank you for taking the time to review our service.
While we do offer updates to our lender clients’ customers, in most cases you will not need to contact us unless we have specifically requested information from you.
The service Involegal provides to its lender clients is set by the lenders themselves. Every remortgage case is unique and sometimes there are issues or complexities that will need addressing in accordance with our lender clients’ requirements. This will impact on the time it takes to process the remortgage as additional checks are needed, often meaning that it will take longer than the initial timescale for completion offered by the lender.
We do acknowledge that the recent surge of instructions from one of our lender clients has impacted on our ability to communicate efficiently with customers and we are working with the lender concerned to ensure we are better prepared for future variations in case volumes.
As your case is ongoing, I have sent you a private message, would you be able to reply with some details so I can ask the team to look into your case?
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