Involegal Reviews 

This company is a disgrace never do what they say and have no people skills

Can't get through on the phone, 30 minutes then diverted to an answerphone, calls never returned. Never answer emails, my last one to them was over a month ago, no reply. If your mortgage lender (NatWest in my case) allocates your case to this company, withdraw immediately and go with a different lender. Trust me, I knew about these issues at the start and thought 'it can't be that bad'. But it is..

Their systems, communication and customer service have left us reeling in despair and lacking in trust. Many questions arise about why this business model should be allowed to exist in the modern world: with email, mobile phone and computer systems at their disposal, we feel our interests as customers are completely ignored, but worse: we are patronised in their demands for quick turn around, while we endeavour to do all we can.

We have requested confirmation of receipt of documentation and sought clarity/advice over legal jargon, but we haven't had a timely reply to confirm or explain, except when they want money. Occasionally we wonder whether there is anyone there at all.

Like so many others here, we have been desperate to complete so that we can move on in our lives and hopefully never have to do business with this firm again. They are doing Natwest and their customers a disservice and I can only hope they have reformed by the time the next remortgage/handover comes around.

Reading these reviews I am concerned that all the promises already broken may just be the beginning of a more lengthy period of neglect.

Involegal's inefficiency includes: letters left to the end of the week, emails sent at 5mins to 6pm, rarely picking up the phone or responding to emails, mishandling of documentation, unreliable tracking system and more. We understand that they aree operating a busy service but we are all leading very busy lives. This is costing us precious time and money and we are ashamed to be on the default mortgage rate we tried so hard to avoid.

We also worry we are captured in a vicious circle:
1.) Involegal delay and we miss our completion date,
2.) Our costs go up paying expensive default interest rate, causing another delay to pay the shortfall,
3.) This shortfall was only highlighted after the projected/revised completion date. See step 1.

Other searching questions:
Why should we have to pay for their mismanagement? It should be the other way around: they are liable to cover customer costs for not getting the case through on the projected completion dates.
Or more simply, should there not be a regulation that demands that their work is outsourced to other firms to complete, especially where their caseload becomes unmanageable, and disfuctional?
Customers ought to be advised as soon as the service is underperforming so that they can manage their expectations (I.e stressful Customers ought to be given other options (including the chance to withdraw without obligation).

We don't get the impression that they are showing any signs of haste or customer care to ensure we stay on board with Natwest.

In search of these questions, we will be going to BBC Watch Dog and seeking legal advice if our mortgage does not complete soon.

In my humble opinion, this company needs holding to account and if others with similar experiences have the time, I would urge you to do the same.

Like many of the reviews over the past few days we have been let down by this company during our remortgage to NatWest.

Appalling customer service. Supposed to complete today. Cannot get in touch with them. Hours and hours on hold. Emails un answered. Lots of stress and anxiety caused. Can only echo the previous appalling reviews. Complaint is being lodged.

ZERO STARS!!!!!!! AVOID AT ALL COSTS!!
We are still waiting to complete on our re-mortgage with Natwest!! We started the re-mortgage process on 24th September, our mortgage was offered on 2nd October with a view to completing on 3rd December!! This date has been missed by Involegal and we don’t know when our re-mortgage will complete!! After sending lots of emails, which have been ignored, spent hours trying to contact them by phone and not being able to get through, we are still no further on! Our IFA has also been trying to contact them but to no avail!! Our old mortgage is now on standard variable rate which is very expensive and we have no idea when our re-mortgage is likely to complete!! Involegal told us they had all the information required then a week before we were due to complete they ask for more documents!! They have closed down the messaging part of the portal, so we can’t contact them that way either!! Natwest don’t seem to be doing much to try and push things along! We have lodged a complaint with Involegal and Natwest and no-body has replied!!! Involegal are completely incompetent!!!

Me and the wife visited over the weekend and we were greeted by a very friendly host (I think his name was Gary) who showed us to our seats. I ordered the sirloin steak rare and my wife had the mushroom risotto. Both meals were delicious and they got my steak just right! A bit gutted about the small range of dessert options but nethertheless, the ice cream and brownie with warm chocolate sauce was absolutely scrumptious, like a festival of flavours frolicking on my tongue! We'll definitely be visiting again soon, hats off to the chef and to the waiting staff who were absolutely lovely all throughout the evening!

Totally inept, liars, unfit to offer any service - let alone financial and legal practice. If remortgage not completed on 11th Dec, will escalate complaints to every relevant regulator. SVR rollover already cost me £hundreds and you’re uncontactable

Why are zero stars not possible? Attempted to remortgage to Natwest using their conveyancer - Involegal. Biggest mistake of my life (and I've made a few!). They assure you everything is progressing as it should if you are lucky enough to get through on the phone after holding for over 30 minutes but in reality there is no progress being made. Oh try emailing them I hear you say - tried this twice and guess what? no reply. You have the right to cancel your remortgage by calling Natwest customer service and this is what I did. Do not hold out for some miraculous intervention even at this time of the year. Save yourself the hassle and cancel your remortgage and switch to someone else. I lodged a complaint with Natwest but guess what they just send your complaint to Involegal to reply to you - good luck with that! My strategy is wait the statutory 8 weeks and then lodge a formal complain with the legal ombudsman and seek financial redress/compensation as I have been moved onto the standard variable rate with my current lender plus all the anxiety, stress and sleepless nights! Involegal you have been warned and you are on the clock to reply to my compensation claim and provide financial redress. Please complain through official channels and put these cowboys out of business.

Awful, just awful.

AVOID AVOID AVOID! Currently more than 2 weeks late completing my mortgage and still not done. Appalling communication - I haven't actaully managed to speak to anyone once, on hold for over half an hour every time. Messages blaming others for the delays constantly but never accepting the blame themselves. Dreadful service.

I am giving a 1 star review because you have to give something!!

I am currently remortgaging with Natwest, Involegal are their chosen legal company.

I have reverted to a standard rate mortgage due to the incompetence of this firm, their lack of communication and customer care is shocking.

If you call them, you are in a queue for an hour before being passed on to an answer phone to leave a message that they do not respond too.

If you email them they do not respond.

They have left a message to contact them as they need more info but I have had no response to answer phone messages or emails.

They send chaser letters for paperwork but we have never received the original paperwork!

Stay clear of this company (if they survive after this mess as there are many people affected)

Read all the bad reviews but thought we need to give them a chance. Too many phone calls to count that were cut off after 40 mins. Numerous messages left, sent and emailed and not a single reply. Online portal says 80% complete all legal checks done just need a date to complete. Received a text today asking for us to return our mortgage offer to involegal. This has already been Via the online portal. We Now have a meeting with our lender to look at paying a different conveyancer to handle our case. We will be making a formal complaint to the Legal Ombudman. I have researched when to refer to the ombudsman and involegal have demonstrated reasons justifiable for making this complaint. Ie not replying to emails calls etc and also losing documents.

An utter disgrace - I’m a week away from a mortgage completion and I’ve heard absolutely nothing from Involegal. They never answer the phone, I don’t even know the final settlement figures for the mortgage, complete incompetence and non existent customer service or care. How Natwest can continue to instruct these amateurs I will never know.

Complete rubbish - zero stars.

They don't reply to phone calls or e-mails.
They won't send confirmation that our thousands of pounds shortfall have been received (absolute disgrace given the amount of scams going round).
They won't confirm whether our remortgage has actually completed or not.

Update: After calling I finally got through and got confirmation that the remortgage had completed, but advised that it's "standard practice" that we get no notification whatsoever of that until the paper detail are received. Obviously that is complete nonsense given that after the call I then received two texts - one confirming the remortgage and one confirming that the law firm have requested the funds (that happened four days ago so fat lot of good it is now).

Just appalling. Cannot express how appalling - and it sounds like we got off lucky compared to some of the others.

Shockingly bad. Applied to remortgage via a motgage broker and to cut a long story short since involegal have got in on the act things have just gone on a downward spiral. Involegal work on behalf of NatWest who incidently have now terminated their contract because Nat West acknoweldge how bad involegal are. This should now put a stop to the bad reviews and stop anyone else becoming as frustrated as the reviews on here show. My advise, if you ever come across involegal in any of your affairs cancel whatever your doing they will just mess it up.

Absolute shambles of a company

I've never been so wound up by a companies incompetence to actually post a review anywhere, but these guys have achieved it.

Months ive been waiting for for my mortgage to complete.

I get a text saying they have completed the paperwork and just need to set a date for completion - but that was weeks ago and still no date set!!

How hard is it to pick a date? maybe the date my existing mortgage rate expires so I don't have to go onto the SVR and pay hundreds of pounds more a month?

30 minutes on hold to be put through to an answerphone!

Shocking, will be writing and complaining to Natwest as well

Update following today's reply:
So apparently you have someone available to reply to these reviews, but not respond to emails or phone calls?
I did actually get a text message update last week, very helpfully letting me know that you had received my documents and were working on the legal checks.
This contradicts nicely the message i got a couple of weeks before that saying the checks were complete! So what is it? Complete? Not complete? Not started?
Who knows, I don't because no-one answers the damn phone!!!!!!!!!!
As you've had my documents for 8 weeks now, i'm guessing you are just about reading the 1st page.
It's a shame this all has to be played out in public, but as no-one returns calls this is the only interaction anyone has with this company.

Involegal you have lied to me.

We applied for our remortgage on September 20th. Our completion date of December 1st was missed. Your online portal now has the date of completion as December 11th and that you have requested, and are waiting for, a redemption statement.

I've spoken to my current provider who say you have not requested the statement at all and it will take minimum of 5 days to arrange.

You are lying to people. I have a fax number to give you to arrange the redemption statement TODAY but there is no way of contacting you. After hours of unanswered calls, mountains of emails we are now in limbo. I can arrange the statement for you but how do I even speak to somebody?

Contact me TODAY to sort out this disaster.

My natwest re-mortgage case is with them for a very long time and I have no response what so ever. Many calls and mails but no response. I am not sure how a reputed bank like natwest has gone with them. I absolutely understand they are busy but no response to customers is utterly stupid. I would blame natwest for keeping this situation for long time. I am planning to make a formal compliant about my situation as I am on my variable rate and end up paying on higher interest rate.

There is not a single positive thing to say about my experience.
They only acknowledged having received my paperwork after a month, out of the 10+ phone calls and 7+ hours on hold I once got through to be told they hadn’t received my offer despite NatWest having sent it, resent and confirmed date and time it was sent. After escalating at NatWest (despite no promised call back within 48 hours) Involegal acknowledged the offer via text, but not on the portal.
In the meantime I have now found another (£700 fee) local solicitor to take over and NatWest have been updated and will start dealing with them.
My advice - no matter what stage in the process, give up and go with another solicitor.

Having dealt with Hugh James / Involegal for a recent remortgage with Natwest, it is clear that they as a company, completely incompetent and useless. Our completion date was set for 6th December, which was completely missed, with no contact or information from them whatsoever. Now we are being charged significantly higher interest on another mortgage that we should have re-mortgaged from. They do no answer phones or emails and are impossible to contact, even for our mortgage broker. DO NOT TOUCH THESE GUYS WITH A BARGE POLL, completely awful.