Involegal Reviews 

Shocking customer service, don't answer emails, caused me additional charges on my mortgage due to drawing down funds on the wrong day (without my permission) and despite several promises from agents on the phone for different things, nothing was ever actioned.

My file handler Thomas Welch was shocking who was never available and never returned calls despite many promises from other staff he would.

AVOID AT ALL COSTS

I wish there was a 0 star rating.
They were horrendous from start to finish - I got them as part of a ‘free legal’ pack from NatWest. I spent hours and hours on the phone chasing and there was no communication back from them and then resulted in not meeting the completion date from their side. Avoid at all costs.

Involegal dealt with my clients remortgage on a free legal package from the lender. They were shocking from beginning to end. Incurring additional costs for my client and even failing to deal with the subsequent complaint. Avoid!

After a very long 5 months my remortgage was completed on the 28th Feb I've had every thing happen to me regarding this remortgage but its finally over and I can now get on with my life the only good thing I can say about involegal is that they gave me a completions date and stuck to it. For all those out there still going through it stay stronger it will be done eventually

The Last thing you would expect to check the review about bank’s re-mortgage solicitors
My story is not very different to most of the grievances published here. Involegal took over 4 months to complete my re-mortgage process.
Result as expected, I end up paying over 1000++ to Halifax under their variable rate. NatWest washed their hands off by saying its Involegal’s issue.
My mortgage advisor tells me that there are 1000s of complains and NatWest is aware of this. In spite of knowing that these guys are bunch of incompetent and inefficient people, NatWest surprisingly still rely upon them to complete the re-mortgage application.

There is no point, emailing them or calling them, they will never pick up a call and their reply to email is pretty standard(rubbish response).

Not sure how they still hold the licence to trade despite millions of complaints floating around.

I have decided to take my case to Legal Ombudsman as well as to Social Media… I think we all should do this as this will raise alarm in media and most likely will be crowned as rogue trader.

I remortgaged with NatWest and the Natwest team at Involegal handled my case. Started by sending an email with an attachment into my junk folder, with no follow-up for multiple weeks.
Then ignored my instructions to complete on 2nd of the month, by only deciding to complete on 15th, then failing to complete until 21st. So roughly I was down by £200 due to paying a higher rate mortgage for nearly a month.
The reply to the complaint took 21 days to come, still ignoring my request for compensation (didn't even get to that part), when called back asked for a further 21 days... (so that's where I am)

We used these people as the NatWest recommended solicitors to remortgage. They were absolutely terrible, I can’t understand why a company such as NatWest would suggest using them. They had a call centre that you had to wait 20+ minutes to speak to someone, and automatically cut your call at 30 mins. I can not recommend enough to stay away from these people! Their complete ineptitude resulted in our remortgage closing 5 weeks later than expected, and cost us over £500 dispute them having had the documents for weeks.

Wish I had of read these all of these comments because I would have probably stopped my remortgage if I did.

Appalling is a word I would use for this company.

Correspondence after they had all my docs for about a month was 2 days before Xmas to say I had something wrong, sent that back and then was told my completion date would slide because of their incompetence.

All while on a SVR with my old mortgage company, a company I didn't really need to leave I only left because I have been happy with Natwest on another mortgage. Over the fixed term I will be about 7-800 pounds out of pocket which is unacceptable.

Numerous emails sent and not replied to. I haven't had the patience to wait on the phone as 43 mins was one of the times and I hung up, I know Pheobe from friends would have stayed on the line longer.

After giving me new date for mortgage completion sent a letter the day before saying they were missing something they had already had so it went back further.

To top it off sent a cheque to the wrong address with a mortgage rebate, unbelievable!!!!!!

UPDATE

I received an email after complaining to inform me that it was all the fault of how busy they were and everything they done in my case was acceptable because it was within the 5 working days they allow themselves, they failed to acknowledge that actually they had my documents for 11 working days before any correspondence to tell me something was missing.

They also thanked me for my feedback, even though I was lodging a complaint, and they would put some new processes in place like a text message service.

Again, still no money back.

Natwest should be embarrassed to be using such a company and should take shared responsibility for the way they are treating what is essentially their customers.

Awful company, took 4months for a 1 month process. They get everything wrong constantly, nobody is in charge.
I rarely complain but this company is the worst I have ever used. They make me soo angry how everything they say or do is wrong

If you gave me 5 monkeys and a year, I could train them to give better service . Maybe 6 months, but I don’t want to show off...

They don’t care about any bad reviews on this site but if you’d like your review to get noticed then go to their parent company Hugh James on Trustpilot. Hugh James do not like it!
I’m still in dispute with these con merchants.

We finally completed after the nightmare everyone has also experienced.

We have logged a complaint to claim back the £400 in fees they have cost me. Sure enough they told outright lies, claiming they didn't receive the mortgage statement although my previous lender has confirmed it was sent on multiple occasions.

Natwest are equally as bad but this company is not fit to trade.

Shower of sh..! I have started the process in August and still haven’t completed! Completion date was set for today but it hasn’t happened! It’s been half a year now! What a joke! Stay clear of them! I have complained to NatWest three times but nothing got done! I will complain to Financial Ombudsmen and Watchdog!

I have had exactly the same problems as all the other complainants. Involegal have responded to my complaint with a letter blaming volume of work. No apology and no offer to compensate my financial loss. Natwest are stating that they are passing all complaints to involegal as it’s their fault, taking no blame or responsibility. I have emailed the financial ombudsman and bbc watchdog to raise this. everyone needs to do the same and hopefully it will get us somewhere

Dreadful - documents for simple Natwest remortgage submitted on 20 November, with a required completion date of 1 January. Total silence until I telephoned them on 3 January - I got through on my third attempt after a previous voicemail was ignored. Obvious at that stage that my case had not been progressed at all.

Remortgage finally completed on 22 January after my broker raised my case with Natwest. Even after the broker had chased, Involegal misrepresented that completion would take place on 17 January, another missed deadline.

Involegal's delay cost me £925 as a result of being moved to my existing lender's SVR. I submitted a complaint to Involegal on 7 January - no response. I have now raised a complaint with Natwest. Given the universally terrible customer service, I hope the bank terminates their contract.

An absolute farce of a company. Whilst acting on behalf of a mortgage lender they asked for identification. They then want the identification verifying by another solicitor? Surely this is for them to do as part of their job? How are these ‘professionals’ allowed to still be trading?

Incompetent. Slow. Useless.
Cost me 15 days at SVR with previous provider because too slow in moving to new re-mortgage despite having all the paperwork

don't answer phone calls, waiting for 30 minutes

please done use them.

Involegal have lost our remortgage money, over £120k. Transferred to the wrong account because they entered the second account digit incorrect. How do you make this type of mistake?? You check and triple check. Almost 2 weeks later and we still have no funds and cannot afford to keep paying for our extension that has started. The account number they entered doesn’t exist luckily but the money hasn’t bounced either which is unusual. Contacted NatWest to advise of the situation and they have completely washed their hands of it, saying the solicitors act on our behalf and we didn’t have to go with them. Asked Involegal to help with funds in the meantime and they blank refuse but say they are doing everything they can to get our money back.. I wish I had read these reviews before going with NatWest’s ‘recommended’ solicitors who they take no responsibility for.

I wish I could give a lower rating than 1 start. You are very deserving of less than 1. Why don’t you put yourselves and us out of our misery and either stop accepting business you can’t cope with or start processing our cases. My mortgage was offered on 26th November 2019 and I haven’t had a single piece of correspondence or communication. Nothing

I can only echo other comments on here . it appears that Natwest have passed a lot of business to them and they cannot cope. Communication is hopeless, after 30 minutes waiting on the phone you have to leave a message and they never get back to you. If you email them the same happens - you get an automated response to say it will be dealt with then - nothing.

We complained through our mortgage broker to Natwest who have been trying to sort it out. Involegal tell them we cannot remortgage without permission of our original solicitor. Our solicitor says this is nonsense so stalemate.

Am sticking with my current lender at a slightly worse rate as only need 3 months delay before end up worse off switching and not worth the hassle.

Natwest need to stop using this company.

My advice - don't take free legals if doing a remortgage - use your own solicitor.

The reviews to date tell the story of what it like to deal with Involegal. You don’t get 95% 1 Star reviews without providing a truly appalling service and our experience has been horrendous. I called them on 5 occasions and only once was my wait less than 30 minutes. The people I spoke to were always pleasant but seemed oblivious to the length of wait I had endured before being able to speak to them. I don’t think they set out to provide such an awful service, they have just taken on FAR too much work. Nat West (in our case) must take some responsibility. They must have known that if they offered a market leading deal championed by the comparison sites there would be a lot of remortgage applications and they will have been aware of the approximate capacity of their selected legal offering, so shame on Nat West also. Our offer came through in approx 2 months which was ok. The real issue was trying to complete. We had 5 completion dates set and each time they would come and go with no updates. My existing lender provided 5 redemption statements and then heard nothing. From all my calls to them and throughout the process I only ever had a single phone call which was on the actual day of completion to ask me to put a letter together saying we were aware of redemption penalties which we had already told them about. All emails to them and texts go in to a black hole and are never responded to. I note They have even stopped responding to the reviews, probably realising that there is no defence for their shoddy business. We are approx £500 down on additional interest paid compared to being dealt with by even a semi competent legal operation. This is what happens when low rates and “free” legal’s are combined and the capacity of the legal operation has not been checked. We will be complaining and seeking redress and I suggest others do the same. My message NEVER, I mean NEVER use Hugh James / Involegal unless you enjoy frustration and wasting time and money.