Connells Reviews 

Quite possibly the worst customer service (or lack thereof) that I have experienced. Complete lack of care and professionalism.

I was subjected to undue pressure to make an immediate decision to pay a holding deposit for a rental property; paid the holding deposit and agreed on a move-in date.

At the time of writing, it is the day before the agreed move-in date and I have received no information whatsoever, not even to say that the tenancy won’t be going ahead.

When I requested an update earlier in the week, I was told that Connells are busier than other estate agents; that it’s perfectly normal to want a decision during or immediately after a viewing a property that had been advertised for some weeks; and that it’s perfectly normal for estate agents to provide no further information because they are busy.

I’m now left in a situation where I have packed all of my belongings with nowhere to go and a holding deposit paid.

I have had far better experiences with estate agents such as James Lawrence, Vision Properties etc and would recommend them over Connells. Avoid at all costs!

We are absolutely disgusted with the way this situation has been handled. We placed a deposit on a park home in good faith, fully expecting that we would be kept informed of any deadlines or time scales relating to the sale. The park manager had apparently relayed a time frame to the estate agent, yet this crucial information was never passed on to us.

Without any warning, communication, or opportunity to respond, the property was sold behind our backs. Had we been properly informed, we would have acted immediately. Instead, we were left completely unaware and have now lost the home we had committed to.

The lack of communication, professionalism, and basic courtesy throughout this process has been appalling. We are completely livid with how this has been handled and extremely disappointed in the estate agent’s failure to keep us properly informed.

Ghosting I believe has happened rental property agent never replied back to me for ages then say not accepting my application affordability was there, taken all my time to gather all they needed and if this was a problem could have ask for a guarantor i have asked for all my documents to be removed and be deleted in my opinion appalling please be aware .

James Edmondson from Connell attended my home to provide a mortgage valuation survey. James explained to process in detail and was very friendly and really put me at ease. He made sure i understood everything and answered any questions i had.Nothing seemed too much trouble and he made sure the process ran very smoothly.thankyou for a great experience.

I contacted a branch of Connells in January with a view to choosing them as agents to sell my recently deceased sister's house. I felt in my meeting with them the agent made too big a deal about their success as large national company and their innovative sales methods and chose not use them and gave feedback to the agent. A few weeks later once the house was advertised by a rival local agency I was phoned by Connells trying to interest me in buying a house. I feel this was totally inappropriate use of my contact details. Rather than a giving a direct apology the young man (he sounded young) gave me a similiar spiel about the wonders of Connells I heard before. My advice is stay away from the corporate monolith that is more interested in selling itself than selling your house.

I am looking to put my house on the market. Laura of Grantham branch spent around 90 minutes with me explaining everything, understanding my position, looking around and suggesting what I can do vis a vis my situation. She was 100% professional, wonderful sales lady and I felt that she was client focussed and caring and treated me as an individual, not just another client. Thankyou Laura, I look forward to working with you and your team.

I would strongly advise anyone thinking of listing their property with Connells Aylesbury to proceed with extreme caution.

We were initially advised by Chase Caswell, who valued our property at £430,000–£450,000 and told us it could “easily” sell at £430,000. Based on this advice, we agreed to their “Pay Fee” arrangement and paid £4,914 upfront, having been told the money would be held at head office and not released until the property sold.

However, within just 3.5 months their advice changed significantly:

Initial Valuation: £430,000–£450,000

Within 6 weeks: Suggested reduction to £427,500

Within a further 6 weeks: Suggested further reduction to £400,000

This means a reduction of £30,000–£50,000 from the original valuation in 3 and a half months which is outrageous.

We received no offers and experienced numerous cancelled or no-show viewings. Despite this, Connells then suggested marketing the property at a level we would never have agreed to sell at, directly contradicting the original confident valuation that led us to pay nearly £5,000 upfront.

Given the lack of sale, the dramatic valuation reduction, and the fact that industry standard is “no sale, no fee,” we requested a refund of our £4,914 and were willing to move onto a standard no-sale-no-fee contract. This request was refused by the branch manager, Samantha Nleya.

It is extremely concerning that such a substantial upfront fee can be taken on the basis of a valuation that is then reduced so significantly within months, without a sale and without refund.

In our experience, this felt misleading and unethical. Sellers should think very carefully before agreeing to any upfront “Pay Fee” arrangement with this branch.

Made an appointment to view a property. For 3 days in a row they sent me a reminder to attend the viewing. I arrived & waited in the bitterly cold weather for someone to arrive. On phoning the company I was told someone would be with me in minutes. After a further 10 minutes I phoned for a taxi to collect me. The agent did eventually arrive but I told her that I no longer wished to view the property. I thought I would've received an apology from the branch manager but no such luck. Avoid the company.

Not communicating well and not answering emails.

Terrible service, this company will just treat you like a number. Remember you are not important to them. 1st they sold me a flat of non standard construction they claim they didn't know that, but there iwn surveyor know that without looking at the flat!

2nd the si called mortgage advisor for life, what a joke. Dan at mutley Plain branch in Plymouth couldn't be bothered to reply to my messages when I told him I was getting worried that I hadn't heard anything. But was very quick to respond when I said I was pulling out.

I had my hopes and dreams of becoming an investor in property smashed by them.

Di yourself a favor people use an online broker, they will not charge you any fees.

Broker fees are a rip off as they get paid a commission from the mortgage company too.

Never again will I deal with connells

The poorest valuation I ever had in my life the house price is 230k in market they put down 175k The valuation man was 🥴 🥴
🤣🤣🤣🤣🤣

Over value properties to get the deal! We would never of out our house on the market. We can now not afford to sell or buy. All for the companies profitable gain, regardless of families, children and people involved. Very underhand practice! Dudley branch, West Midlands. You know who you are. Been told you are renowned for it!

Awful customer service! During my remortgage they never answered phonecalls nor responded to emails and they promised they'd pass the message onto the mortgage advisor time & time again, but nothing ever happened. After complaining about my mortgage advisor Ralph Wilkinson things only improved slightly as he still continued to ignore all my phonecalls but would just send a vague email in response. This was an incredibly stressful experience and I would say definitely avoid!

I feel completely let down by Connells Mortgage Services. I was sold a “mortgage advisor for life” service and trusted that this meant I would have ongoing professional support whenever I needed it. Unfortunately, as soon as the payment was taken, all contact stopped.

Since 2024 I have sent numerous emails and made many phone calls trying to reach my assigned advisor and have been completely ignored. The situation became serious when I received a letter from my bank informing me that my fixed rate was ending. I contacted the advisor immediately for help to secure a new deal, but once again I was ignored. As a result, my mortgage payments increased to almost three times what I had been paying, something that could have been avoided if the advisor had done the job I paid for.

We are now in 2026 and I still have not received the service that was promised. After raising a formal complaint, customer service told me their investigation found “no fault on their side.” I find this unbelievable given two years of silence, zero advice, and the significant financial loss I have suffered because no one responded when my fixed rate ended.

This feels like a clear case of mis-selling. The service was presented as long-term, reliable support, yet once they had my money I was left completely on my own at a critical time. I would strongly warn others to think very carefully before paying for any ongoing service with Connells, as my experience shows there is no guarantee you will receive what is promised.

Extremely disappointed with the lack of professionalism and accountability.

Very poor. Connells knew very little about the house we were purchasing, and when we asked questions said they would find out and didn’t. It is extremely difficult to get hold of them on the phone, which caused issues with surveyor and contractors visiting the house for survey and quotes. Email communication was intermittent.

We just brought our first home with Connells Lloyd and Georgia where fantastic engaged with us from start to finish took a lot of stress of us as first time Byers and we can’t thank you enough and can’t wait to move our family in to our first home

Honest and transparent from day one made it easy to know what the costs and service would be. The entire team was dedicated to achieving the best outcome possible in a good time frame. A sale at the price discussed was achieved quickly and then I was supported throughout to the final day of exchange. Great service and good support.

Tried to get a desktop valuation from the Milton Keynes office First time no call and we chased up but chap had left early on a Friday. Tried again and booked again. Another no show so crossed off list. If they are that bad when trying to get your business then it can only get worse. Save yourself time and disappointment and avoid.

GAZUMPED! This review is specifically about Connells East Grinstead. Be warned the team in this branch have no morals, no empathy and are not true to their word. Solicitors fees lost due to the agent selling the property from under us despite our offer being accepted and searches being back. They blame the client but it’s clear that they had no interest in fighting our corner and continued to market the property despite a deal being agreed. Interesting that as soon as the other offer was accepted the property was marked as sold on Rightmove. A luxury that they gave us for the initial two days of our offer being accepted and then revoked with various conditions to the sale being added. Inside job??

In 20 years of buying and selling property this agent is the worst we have encountered. They are more interested in a few extra pounds in commission than upholding a reputation. AVOID AVOID AVOID!

Zero star not available. As a landlord they always blamed other people, never took accountability. Complaints process only active on socials but details on their “investigation” never posted and hidden
Chose someone else. Trump on a corporate footing!