I wrote a review this time last year, after using HCB Widdows Mason, Cardiff. I personally felt that the service we received was terrible, but after an investigation by the Ombudsman, there wasn't enough evidence to suggest it wasn't "reasonable", as ultimately, we completed. Thus, this review won't outline my initial experience, but the handling of my complaint. After having numerous issues and an incredibly stressful move, I went to Director, Geraint Aubrey. I explained that I was frustrated but wanted to have the issue dealt with quickly and would accept an offer, as long as it wasn't insulting. I was offered £150 but given that I had taken a week off work to deal with issues, I did not feel that this was acceptable. After declining the offer, there was no room for negotiation, and they started an internal investigation. This was the first of two things which I felt were appalling. It was conducted by Resolve, a company which were meant to conduct an "unbias" investigation. When I received the report it was clear that this was not unbias; it was poorly worded and failed to address my key issues and the evidence I had provided. Instead, they focussed on irrelevant points and used a quantity of words, which could easily intimidate a customer. I went through with a fine-tooth comb and highlighted the numerous inconsistencies and issues with the report, but never heard anything back. Once I had spoken to the Ombudsman, it was clear that I wasn't going to get anywhere, but HCB did offer me the original £150, as a gesture of good will. This is my second issue. Unfortunately, in order to get this, I was told that I would have to remove my poor reviews. I find this shocking, as I am entitled to an opinion and future customers are entitled to hear about all of the experiences, good and bad. I did, however, offer to take the names out of the original review, as a compromise. Yet again, HCB were stubborn and declined, which highlights how much they value their customers and their staff. HCB may well achieve the minimum standard, but in my eyes, that is all they do. If I was looking for a firm, I would want to know that any issues would be dealt with to my satisfaction and that I would not have to trade silence for a gesture of good will. After all, ethics should underpin everything a law firm does. It has been almost a year and a half that I have had something to do with HCB and cannot describe the toll it has had on me and my family. Please do not make the same mistake that I did.
For reference, here is my previous review: Having gone through Quittance to find a conveyancer, we were provided with Samantha Doubler from HCB Widdows Mason, Cardiff. It would require a book to go into detail, so I will keep this brief. Firstly, her communication skills were abysmal. She needed chasing several times for responses and, when they did eventually come, they often lacked substance. Secondly, I would have hoped that a solicitor, especially one charging as much as they do, would be proactive. It was clear that she had no interest in going over and above and would do the bare minimum, often leaving ongoing issues to get worse. Thirdly, I found that she had an inability to be upfront and honest. We would be led to believe that certain deadlines were achievable, only to find out that they were not at the last second, as the required work was nowhere near complete. Finally, I have never had the displeasure of dealing with such unprofessionalism. Several times she disappeared on holiday without speaking to us. Even after asking her to keep us in the loop, she continued to do this until the final time, where she went away over the period where we were due to exchange and complete. If it was not for her assistant, no work would have been done. I personally am surprised how a company could allow this sort of behaviour to continue, even after being made aware of the situation. Following this, I made a complaint and waited patiently for two weeks whilst the Director organised an offer for me. I thought it would be fair to give them an opportunity to make this right, but the offer showed how much they valued my time and how concerned they are with their customer service. In conclusion, I would not use or trust HCB Widdows Mason. They struggle achieve the minimum standard and do not seem to value the time or feelings of their customers. If this review stops one individual from making the mistake of using this firm, then it was worth the time spent writing it. read more
