Connells Reviews 

Not shown professionalism

Bad customer service

I would not recommend this company to anyone. They took my deposit after assuring me I would get the apartment, fully knowing my situation. Once they had my money, the communication became almost impossible you can’t reach them after 12pm, and they completely stopped responding to messages and calls.

In the end, they refused to give me the apartment and refused to refund my deposit. This has been extremely unprofessional and stressful, and no customer should be treated this way.

Alicia has been absolutely brilliant as our mortgage advisor. From the very beginning, she kept us consistently informed and updated throughout the entire process — even though things are still ongoing, she has already gone above and beyond for us. Her communication has been incredibly smooth, clear, and easy, and she’s always been available to answer questions or offer reassurance when needed.

She’s not only knowledgeable and professional, but also genuinely supportive and patient. It’s rare to find someone who combines expertise with such a friendly, approachable manner. Alicia is truly a gem, and we’re extremely grateful for all her help so far.

Highly recommend her to anyone looking for a reliable and exceptional mortgage advisor!

I am writing this review out of sheer frustration with the service I received from Connells during my recent remortgage process. This was my first ever remortgage, and from the very first call I made it clear to the advisor that I had no prior experience and needed clear guidance, step by step. He assured me he would explain everything properly but unfortunately, that never happened.

Instead of focusing on the mortgage details, the advisor spent over 1 hour and 30 minutes (Including 1 hours for remortgage) trying to sell me additional products like life insurance, will-writing services, and other add-ons that I never asked for. When I repeatedly asked whether there were any hidden fees, legal fees, or other costs I should be aware of, he kept insisting that the new lender would provide a £500 cashback that would go directly to the conveyancer. I trusted his explanation.

This week, reality hit me:

My conveyancer sent me a bill of £898, which I was never warned about.

When I called Connells, the advisor could not give a clear answer, and later I was simply told that I must pay the amount upfront and that the £500 cashback may cover part of it when it eventually arrives.

On top of that, my conveyancer informed me that I must still pay my old lender £1,044 on 1st December (my usual direct debit), which will be refunded later as an overpayment.

And to add more pressure, there is an additional £900 payable to the new lender.

So within the same week, I am expected to pay around £2,842 , something I was never prepared for because Connells failed to explain the financial commitments properly.

Not everyone has money sitting around, and this situation has pushed me to a point where I fear missing direct debits, damaging my credit score, or having to borrow money from friends (which I hate doing). None of this is my fault, it is the result of poor, unclear, and incomplete information given by the advisor.

Connells calls these individuals “Mortgage Advisors”, yet when you ask for advice they say, “we cannot advise you.” So what exactly are customers paying for?

I work full-time and do not have the luxury of running after different parties to correct avoidable mistakes. I trusted Connells to handle this professionally, but instead, I ended up with stress, unexpected costs, and a total lack of transparency.

My suggestion to Connell that to train your advisors to focus on mortgages, not upselling irrelevant products. Be transparent about costs. And respect the financial realities of customers. This experience has been extremely disappointing, and I do not feel that I received the service I paid for.

Excellent experience. Arrived promptly, inspected property thoroughly. Polite, courteous and kept to the allotted time slot.

Connells never respond to email enquiries and when I call, they tell me someone would call back but I never get a call.

I listed my home for sale with another local and very good estate agent (not Connels) and have been contacted very aggressively since by the Dunstable Branch who have my details from a previous enquiry over a year ago. This included a cold call visit to my property to offer services and telephone call. Both times I advised I'm not interested. Complained and instructed my rights under GDPR to have my details removed and no more contact and have since received two marketing emails. An email has been sent twice to request why am I still receiving contact and have had no reply. A formal complaint will now have to be made next to the necessary bodies, when this could have been easily rectified by ceasing contact when asked. Connels feel that they don't need to take no for answer and ignore requests even when I protected by law. I'd be very careful in engaging with this branch or Connells over all as there externally aggressive in there sales / marketing tactics and do not understand basic requests or GDPR Law. There are very good and other professional Estate Agents to use who I would strongly recommend them instead.

The Worst Experience Ever – Stay Away from Connells!

This has been by far the worst experience I’ve ever had with any company. Connells has absolutely no management or proper customer service. They asked for money in advance, and when I requested a refund, I was completely ignored for nearly three months.

After calling and following up dozens of times, they finally opened a complaint, only to tell me to wait another eight weeks! It’s unbelievable how careless and unprofessional they are.

Connells is a fraudulent and disorganized company that clearly doesn’t care about its customers. There is no communication, no follow-up, and no accountability whatsoever.

I strongly advise everyone to stay away from Connells. Save yourself the stress, frustration, and wasted time — they are not worth it.

Reported damp couple of times and a year later still nothing, when trying to speak to people it's impossible to get a reply from them. I tried to leave my tenancy and couldn't get a reply from them. Wouldn't suggest going with them

I signed up with Connells expecting proactive support, marketing expertise, and clear communication. I was sold the dream at the valuation. Instead, I faced several issues:
• Promised interest from potential buyers already on their books didn’t materialise.
• I had to correct mistakes in the marketing materials myself TWICE, including reviewing and proofreading the photos and copy which had many errors and spelling mistakes.
• After 14 days, there were still no viewings and minimal communication from the team, with me having to constantly chase.

I exercised my 14-day cooling-off period due to these issues. I hope the agency can improve their communication and professionalism for future clients.

Avoid at all cost! Didn't put up a for sale sign, no proactive communication, try to get you to pay extra £500 commission as an 'incentive' for them to do their job of selling your house!!! Tried getting out of the contract early which was a continued "no", but funny that as soon as the Ombudsman was mentioned they dropped us like a stone. Once the property was off the market, after 12 weeks, I was then woken up very early one morning to find a man trying to put up a for sale sign...say no more!

Terrible experience with lettings, both with Reeco and Sara. Viewed a property for letting on Tuesday. Filled out application for but had a few questions regarding it which were proposed to them via the phone on Wednesday. Reeco said he would phone the landlord and call back. He did not. Importantly I was told that the landlord was not going to make a decision on any rental until there had been a sales viewing on Saturday. Spoke to Sara Friday PM who stated she was at the property Saturday to see the landlord so would ask him the few questions and call me back around 1.30. Needless to say no phone call. I have phoned today to be told that they conducted a rental viewing on Saturday, took a holding deposit and it is now no longer available. They didn't even have the courtesy to phone to say this. My call today was passed to Jack, the branch manager, who was merely defensive and took no accountability for their poor communication, trying to assign blame to me for not having put an offer forwards at the outset. Get your act together, I was told the landlord would not make a decision until Monday as to whether he was renting it. I also don't see how it was all sorted i.e. references, credit checks etc in such a short space of time when they told me it takes two week and the branch closed early afternoon Saturday. Someone is not being entirely honest. The property is still listed as available with both them and another agent.

I had such a great experience working with Neelam Sharma at Connells! From start to finish, she was friendly, professional, and always happy to help. Neelam made the whole mortgage process feel so much less stressful — she explained everything clearly, answered all my questions, and kept me updated every step of the way.

She really went the extra mile to find the best deal for me and made sure I fully understood all my options before making any decisions. It’s clear she genuinely cares about her clients and wants the best outcome for them.

I’m so grateful for all of Neelam’s help and would 100% recommend her to anyone looking for an honest, supportive, and knowledgeable mortgage advisor. Thanks again, Neelam!

AVOID AT ALL COSTS!
We engaged Connells Slough to sell my house but ultimately sacked them after 11 months and 3 failed sales.
It was a relatively simple sale, it was an ex-rental, so empty, no onwards chain.
The whole process was such a disaster, we lost 3 different buyers because they have absolutely no idea how to sell, their mis-management and lack of communication contributed to these lost sales.

The initial approach until we signed a contract was good. Anthony, their new business manager was good, communicative, and understanding. His valuation was higher than we expected and considerably higher than the other valuation but he understood the need for us to get a third valuation and hence validate Connells valuation.

Once we signed the contract, the sale was managed by Harry and Ali.
They are both completely ineffectual and incompetent in their roles.

We had to chase almost every element of every sale, only then would calls get made and progressed. And to compound this calls to Connells would never be returned, they would "hide", always "in meetings". Subsequent calls would get answered then immediately terminated. Ringing back would go unanswered, whereas witholding caller ID would get a response, they were clearly screen calls from their own clients!!!! It would take days to get a response to our calls.
The first sale was lost due to a low mortgage valuation, Connells made no attempt to engage the seller to understand why the valuation was low. We were willing to negotiate but Connells could not manage this request.
The 2nd sale was lost due to lack of management/communication by Connells, the buyer went to ground.
The 3rd sale was lost due to delays, Ali mis-typed our conveyancer's email address and did not see the bounce back so the sales memo never reached them, delayed the sale. Connells also took 1 month to complete the compliance on the buyer, they did not tell us the buyer needed a company BTL mortgage before we accepted the offer. The memorandum of sale was always "going to be signed in the next few days".

Promised fortnightly marketing/sale updates were never delivered, no once in the whole sorry 11 months we were with Connells.Eventually the buyers went cold and we pulled out of the sale.

I complained to the area director, it took Harry 10 days and 4 requests to give me his contact details and the complaints procedure, this was just typical of his lack of professionalism.

3 out of 4 of our complaints were upheld, the area director confirmed that there was a lack of progressing in one sale, the communication issues and mismanagement, he offered us £200 compensation.
We never took it because ultimately we sacked Connells and went elsewhere (Haart who were only marginally better).

Post complaint, a simple written request not to call but instead write emails/WhatsApps whilst we were out of the country/in a different timezone was somehow interpreted by Harry as "put the sale on hold"! Again pure incompetence and inability to communicate/comprehend.
AVOID AT ALL COSTS!

Dealing with Connells has been an absolute nightmare. They are painfully slow to respond, regularly ignored my emails, and never pushed the buyers for updates. It felt like we were doing all the chasing while they just sat back.

To make matters worse, they lock you into a 26-week contract, which means you’re stuck with their poor service for half a year. The communication we did get was sloppy and unprofessional — emails were badly written and gave us no confidence that anything was being handled properly. The person we dealt with, was unhelpful and seemed completely uninterested in getting our sale over the line.

Selling a house is stressful enough, but Connells made it ten times worse. I will never use them again and would strongly warn others to think twice before signing their long contract.

The estate agent is so pushy and insistent on me talking to their in house mortgage advisor. This would have been fine if it was just offered as an option to consider, but instead the whole thing felt really pushy.

Just watched a investigation by panorama on connells estate agents which was very concerning, highlighting the company dishonesty. I went to connells in kingswood Bristol to let out a property. The letting agent seem to know what he was doing. Definitely had the talk but unfortunately did not have the walk. When he posted the property on rightmove website. The photographs of the property were horrendous!!! The photos were so blurry and poor they looked like a 10 year old had taken them. No video as promised. As soon as I seen them, I demand they be taken down before futher damage was done. I was assured this would corrected. When chasing them up the next day I discovered they had replaced the photographs with ones I had taken myself and doing up the property. They failed at the most basic and crucial part of advertising the property. I would advoid this company and also watch the tv investigation on connells. Advoid at all cost unless your happy to be taken for a ride.

Had good service from Nez and the team at Market Harborough branch thank you

Exceptional Service from Chloe Longhurst

I have had a fantastic experience working with Chloe Longhurst. From start to finish, she was professional, friendly, and incredibly helpful. Chloe went above and beyond to make the whole letting process smooth and stress-free. She communicated clearly, answered every question promptly, and made sure I felt informed and supported at every stage.

It is rare to find someone who genuinely cares about the landlords, but Chloe truly does. Her attention to detail and commitment to great service really stood out. I would not hesitate to recommend her to anyone looking for a reliable, honest, and proactive letting agent.

Thank you, Chloe, for making the whole experience such a positive one!

I purchased a house via Connells in 2023, and it was not an experience I want to repeat. I was forced into visiting their in house mortgage advisor and told I would get a better chance of purchasing the house I was interested in if I used them.
In the end I managed to avoid doing this and used my own independent advisor who was excellent.
There was poor communication, lies about offers, and throughout the whole process nothing was transparent.
The final straw was on completion day, phone call from solicitor, all completed and ready to collect keys. Unable to contact estate agents. Had to travel to branch to find out what was going on, only to be told the keys were at the house in a key safe, but the agent who knew the code was out of office.