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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You've applied for a mortgage with…
You've applied for a mortgage with Natwest and they have assigned you to Involegal. It seems to be taking a long time so you've decided to do some research and now you've seen the reviews. Dread has set in.
We decided to remortgage Natwest and applied in early October, A little later than we should have - but following approval, we were assigned.
Our was a straight forward remortgage, no transfer of equity. It took 49 days to complete following Involegal's initial contact.
Some suggestions to speed up the process:
1) Use their online "my case tracking" system to upload your documents.
2) When you do send your physical deeds, write your case number in pencil at the top the deeds themselves.
3) Don't waste your time with the online messaging system or emails, your case manager will not see them.
4) Phone them early in the morning, if you do happen to be on hold long enough to get to the voicemail system, don't bother leaving a message, they wont get back to you, hang up and redial as fast as you can. When you do get through - be kind.
5) If you spoke to a Natwest mortgage advisor in branch, ask them to submit your case to their internal escalations process
The process has taken longer than it should have, and unfortunately I did end up over running my current deal and started paying the SVR - but the blame here lies with both myself, for applying so late, and Natwest, who seem to be letting the bigwigs at Involegal take on too much work and overwhelming their staff.
December 2, 2019
Unprompted review
Reply from Involegal
Hi Robert,
Thank you for taking the time to leave us a review. We value all feedback and take all comments on board. We really appreciate you taking the time to share your experience.
AVOID AVOID AVOID
AVOID AVOID AVOID. I have called Involegal multiple times since applying for the remortgage with NatWest in AUGUST! Each time I call I have to wait 30+ mins to get through to someone (who often isn't helpful and doesn't have full access to all the file). More often than not following a 30 min wait I am then put through to a voice mail and have never received a callback. The applicants can't even get through to make the payment in order for the mortgage to complete!
This company doesn't care about its customers and was trying to increase their profits at the cost of providing a service doing the one thing they should be able to do....their job!
They sate in messages below that they received an unprecedented volume of business as if they didn't have a choice to take this business on!!! They know how many staff they have and they know exactly the capacity that their staff can work. So instead of telling lenders that they can't take on the new business, they kept on taking it on which ultimately means because they fail to do their job we pay for their mistake as a result of their greed and I waste time trying chasing them.
This greedy inefficient incompetent company should be dropped from the NatWest pannel immediately. Maybe this will then provide them with effective feedback about capacity, good service
Also a note to the person replying to these messages......maybe your time would be better utilised completing mortgages than replying to feedback with the generic rubbish you have been dictated!
December 2, 2019
Unprompted review
Reply from Involegal
Hi George,
Thank you for taking the time to review the service you received from Involegal.
As you've stated in your review, we've recently received an unprecedented increase in instructions from one of our lender clients. 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. This means customers may have experienced delays when calling us, for which we apologise.
We are doing everything we can to support our client with the increased volume of remortgage cases, as well as keeping in constant dialogue to ensure that, going forward, the level of instructions we receive are in line with our capacity.
We would like to highlight that this issue is affecting Involegal as well as other remortgage firms on the lender’s panel of suppliers.
We are very disappointed to receive negative reviews of our service and communication and take all comments seriously to improve our service in future.
Appalling experience. Never use, steer clear!!
Have been tracking progress of our remortgage using the on-line portal and was on the understanding all would be processed efficiently.
Today it seems their problems are so bad that the portal is now 'off-line'
We are scheduled to remortgage today and after spending the entire morning on hold and getting no where I called Natwest. Ive been told that Hugh James/Involegal are the only ones who can progress our case to as they are the acting solicitors and we are now on our current providers SVR!!
Still on the phone now 'On-hold' waiting for someone to answer. 5th call today and total hold time so far of over 4 hours!!!!!!!
Absolutely disgusting! You would have thought Natwest would have conducted their due diligence to ensure this appalling company could manage the load required. Clearly, the accounts department got involved and based their purchase decision on the lowest price!
We are so worried and stressed about where this is going to leave us financially!
December 2, 2019
Unprompted review
Reply from Involegal
Hi Mark,
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.
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.
Was due to remortgage today
Was due to remortgage today, promised by Involegal that all was in place and good to go. Just got off the phone to Natwest after 20 minutes on hold to be told that funds will not be released today.
Angry is not the word, this company is disastrous from day one, lack of communication, never answer the phone and make promises that they cannot keep.
My stress levels have rocketed since we have been placed in their hands, I'm close to breaking point.
If anyone is currently looking to remortage with Natwest, avoid at all costs!
December 2, 2019
Unprompted review
Reply from Involegal
Hi Zara,
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.
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.
I can see that you have sent us your reference number, I will ask the team to look into your case and contact you directly to discuss why your remortgage didn't complete on the proposed date.
Yet another morning spent on hold
Yet another morning spent on hold, twice.
The second time I held for 31 minutes at which point I was transferred back to Hugh James switch board and told they couldn’t help me I need to go back on hold to Involegal!
Is this a joke?
Where are all your senior managers and CEO? Unfairly dumping irate customers on staff and telling them they are not allowed to put us through to an actual person?!
What now?
Please help? This is the absolute worst customer service I have ever experienced.
December 2, 2019
Unprompted review
Reply from Involegal
Hi Liz,
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.
Very bad experience.
Very bad experience.
Similar to most reviews, I had to go to Involegal because of my lender. My current mortgage is ending tomorrow, and I couldn't get a response on what's happening with my case with Involegal. It's a simple remortgage process, can't believe the solicitor would be a bottle neck for the remortgage.
Tried calling, waited for 30 minutes on the line and I get a recording saying that they cannot take the call.
[Edit] responding to the reply below. [as I can't reply to their reply]
Hi Involegal,
Could you provide a timeline on how long a remortgage application would take? Your letters mention online portal where I could track my case, but I didn't get access to any.
November 30, 2019
Unprompted review
Reply from Involegal
Hi Ganesh,
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.
In-competent Company
Had to choose a star to proceed ?
Absolutely in-competent company
Same feed back from Involegal (change the record)
Why Nat West deals with this company who knows
Remortgage offer accepted (no use if you can't proceed)
Have the same issues like everyone else frustrating comes to mind
Would have liked to complete this month of December
I wonder if Nat West knowing this company is in-competent could sub contract to a professional legal company to resolve all these cases outstanding in time for Xmas
November 29, 2019
Unprompted review
Reply from Involegal
Hi John,
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.
Involegal are an utter scam of a…
Involegal are an utter scam of a company. I have sent 10+ emails to them to various email addresses of which they claim they will reply within 4 hours... they dont. I've also tried to call numerous times they dont answer.
I will not be using any company associated with them in the future, and shame on Principality for using them. Based purely on the reviews on this website I'm unsure as to why seemingly reputable businesses are ruining their reputation by using this company.
I look forward to my automated response telling me they are a bit busy at the moment.
Baffling.
November 29, 2019
Unprompted review
Reply from Involegal
Hi Marcus,
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.
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.
Worst service provider ever
Worst service provider ever . Chosen by NATWEST but totally and utterly IMPOSSIBLE to get hold . Waited 30+ minutes and never answer . Email sent and NEVER reply .
November 29, 2019
Unprompted review
Reply from Involegal
Hi Denis,
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.
Awful…
Really bad service being received at present - on hold for 30 minutes and then left to leave an answer phone message that is never returned. Working as a mortgage adviser and trying to help clients achieve a smooth remortgage service really makes this whole experience really frustrating.
November 29, 2019
Unprompted review
Reply from Involegal
Hi Caroline,
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.
bad horrible
we have been trying now fora month to get our remortgage, they never phone back or respond to emails, takes hours to get hold, very unhappy with them. they send paperwork back to you when have already filled it out and no communication between each person.
our old mortgage payment comes out on the 1 December and new one is meant to start.
its very stressful and don't need it
November 29, 2019
Unprompted review
Reply from Involegal
Hi Jenny,
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.
Same as everyone else
Same as everyone else. Can never get hold of this company via email or phone. They try charging more also. NatWest stated legal fees are free and charge 30 fee for transfer they try and add more charges. They are so unprofessional and worried my deal won’t go through on 2nd December and I end up being on SVR like everyone else.
November 29, 2019
Unprompted review
Reply from Involegal
Hi Andrew,
Thank you for taking the time to review the service you received from Involegal.
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 lenders clients’ requirements. This will impact on the time it takes to process the remortgage as additional checks or paperwork are needed, often meaning that it will take longer than the initial timescale for completion offered by the lender. There may also be cases where the legal requirements for a remortgage fall outside of our contractual agreements with the lender and so fees for additional services need to be applied. We will always discuss additional fees with customers first before any work is carried out.
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.
We would just like to highlight that while we do have a number of recent negative reviews on Trustpilot, we would like highlight to borrowers that we handle more than 35,000 remortgage cases per year, 99.9% of which complete without delay and in accordance with our lenders’ contractual requirements.
VERY BAD REMORTGAGE SERVICE
Remortgage with Natwest agreed. All Involegal paperwork sent in at the start of the month. Money needed on the 2nd December, otherwise this will seriously affect our financial plans.
Heard nothing, cannot get through despite waiting on hold at various times for a total of over 5 hours.
DISGRACEFUL.
Interesting to see that Involegal can reply quickly to a Trustpilot review - why not divert their Trustpilot resources to dealing with the backlog.
November 28, 2019
Unprompted review
Reply from Involegal
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, 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.
Please note that this has impacted the other firms on the lender's panel.
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.
All in all extremely frustrating.
All in all extremely frustrating.
Twice received SMS asking for more information, called, got through after 25 minutes, only to be told, more information not required. Then, 2 days after that 2nd phone call, apparently more information was required, but no SMS and an email that was not verified by Google.
This meant that the message never triggered a notification because Google considered it might be spam. Thus it went unnoticed. (There is one for your CMS management to solve). Sent document, and sat and waited for 2 weeks, with nothing other than the response of the original email. Called again, 30 minutes on hold, and straight to answerphone.
But, a response generated later that afternoon to suggest that all checks had been done and a proposed date for completion would be forthcoming. Alas, 4 days have passed and nothing more.
If they are seriously this busy, they desperately need to hire some more people, because, surely this shouldn't be quite so time consuming with so little feedback.
Sending SMS requesting info, and then saying actually its fine is one thing, but being on hold for 30 minutes is just mind blowingly frustrating. Then not sending an SMS when you do need info, even more annoying.
Sort it out
November 28, 2019
Unprompted review
Reply from Involegal
Thank you for taking the time to review the service you received from Involegal.
While we do have a number of negative reviews on this site, we would like highlight to borrowers that we handle more than 35,000 remortgage cases per year, 99.9% of which complete without delay and in accordance with our lenders’ contractual requirements.
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.
Currently disappointed with lack of…
Currently disappointed with lack of information coming through, in the first instance it was on the ball and bob on .... now waiting in limbo . Come on Involegal , the standard pre typed message response on Trust Pilot is getting boring , customers need to know where they are at , its stressful enough times without the added unknown timescales etc. Everyone I'm sure appreciates how busy you currently are but a little customer care wouldn't go a miss ... would it ??
Have to say after my first rant I received a response via Trust pilot from Involegal requesting further information on my case, subsequently I rang them this afternoon, waited no more than 5 mins and spoke with a nice guy called Andy who updated me on my case so fingers crossed
November 28, 2019
Unprompted review
Reply from Involegal
Thank you for taking the time to review the service you received from Involegal.
While we do have a number of negative reviews on this site, we would like highlight to borrowers that we handle more than 35,000 remortgage cases per year, 99.9% of which complete without delay and in accordance with our lenders’ contractual requirements.
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.
Shocking service
Shocking. Tried calling, emailing, leaving voicemails with no reply whatsoever. All updates sent via text are automated and are not giving you the correct information. I don’t know what’s going on with my mortgage, looks like I’ll be going on to variable rate as I can’t see anything happening by the end of the month. 30 minutes on hold then goes to voicemail! Will be complaining to NatWest about this very poor customer service.
Update: Still have no update on completion and we now have to pay an extra £200 per month on the VR. The staff are rude and can’t tell you anything you need to know. I will be seeking compensation from NatWest and will be putting a complaint in to the Financial Ombudsman. They leave private messages on here about how they will urgently look into for you, but guess what?...Absolutely nothing. It’s all lie after lie and I’m sick of it. So don’t bother replying to this message as you do nothing to help. Thanks for ruining a lot of people’s Christmas, you’re an absolute joke of a company.
November 28, 2019
Unprompted review
Reply from Involegal
Hi Lee.
As you may be aware, we have recently received an unprecedented and unexpected high volume of new remortgage cases from one of our lender clients. This has resulted in us having to process a significant increase on the predicted volume 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 are very disappointed to receive negative reviews of our service and communication.
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.
Use these Phone numbers:
Ok, Have numbers they answer as they are used for the final stages (you might want to to say "I got cut off", to prevent you going into the usual phone que")
0345 873 4460
029 2267 9780
Hugh James Involegal LLP - Cardiff
I let the facts talk, I have had NO replay to ANY of these 12:
Email 29th October
Call & Voicemail 29th October
Call & Voicemail 4th Nov
Connected on the 12th Nov after 20+mins on hold. no issues resolved said they would callback still not actioned.
Call & Voicemail 18th Nov
25th Nov 10 minutes call - bounced to answer phone
25th Nov 23 minutes call - no answer
26th Nov Email
27th Nov Email
28th Nov 34 minutes call - bounced to answer phone
Update: more of the same tbh. I tend to use the referring agent (LMS to chase them as they have a way to contact them). They are taking over a week to simply look at documents (email or post) so any/all actions will be delayed by 6+ working days. Right now, for me there doing nothing, or for LMS. The Trustpilot complaints have slowed down so hopefully there no. Of cases are reducing not that's helping myself. I like the idea of making a complaint to the SRA and will make a final complaint to Involegal to support the SVA case.
November 28, 2019
Unprompted review
Reply from Involegal
Hi Paul
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.
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.
Appalling service.
Appalling service.Just spent 30 minutes on hold to be told to leave a voicemail.This company omits their phone number from their correspondence on purpose.I would appreciate it if InvoLegal aka Hugh James could contact me ASAP out of professional courtesy.
November 28, 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.
Literally the worst company......
Literally the worst company to deal with. Blame for delays is always placed on you even though information requested is provided, just try to cover up the delays on their side by shifting blame elsewhere. Spend 30 minutes on hold at a time, told to leave a voicemail. Leave a voicemail, absolutely nothing back. Emails go without responses. The whole thing is an absolute sham. The suggestion of "oh we're busy with remortgages" is a mess - its what you do! Imagine everyone on here complaining is busy so therefore doesnt make the payment - guarantee they respond immediately then. Absolutely avoid at all costs. Formal complaint to them and to Natwest on-going.
Edit - nice copy & paste job on the replies. Quickest anything to do with this company seems to have moved.
November 28, 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.
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.
Very disappointed with lack of communication
Well we should have completed on our remortgage today. Not holding my breath. This company is just awful to try and contact. Phone continuing to ring out, emails not answered letters received requesting information which they have already received weeks ago. I feel so disappointed by this company and don’t know how they are allowed to continue to operate. The amount of reviews stating the same is just crazy. I feel Natwest should be stepping into help as this will seriously effect there business now and in the future. Would love to know if anyone has actually completed a remortgage with this company?
November 27, 2019
Unprompted review
Reply from Involegal
Hi Clare,
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.
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