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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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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Totally and utterly incompetent! Avoid, avoid avoid!!
Same as everyone else complaining, the service is non-existent. Should have completed today but after the broker contacted us we’ve been told Involegal don’t have our redemption statements!! They had one on 13th November and the other needs to be requested via the Nationwide portal (they are fully aware!). I’ve spent hours on e phone only for it to go through to voicemail, not one message has been returned. Furthermore, we’ve received NOTHING through the post from them we’ve had to constantly request copy documents via email despite never receiving the originals. So so angry and upset right now. Been going on since September!!!
4 December 2019
Unprompted review
Reply from Involegal
Hi Samantha,
I'm very sorry to hear you've had difficulty getting through and I'm keen to help. We appreciate it's frustrating when you can't get through on our phone lines. We're working around the clock to process the vast number of cases we have received from our lender client and invariably this is tying up many of our case workers meaning we can't always respond as quickly as we would like.
We do appreciate it is frustrating from a borrower's perspective and we have taken a number of significant steps in terms of IT and personnel investment to increase our capacity but these do take time to implement.
We are extremely disappointed and frustrated to receive negative feedback online from a number of borrowers. However, please rest assured we are in constant communication with the lender and working hand-in-hand to ensure cases are progressed as quickly as possible, and all parties are better prepared for major fluctuations in case loads in future.
I have also sent you a private message.
TERRIBLE SERVICE Doesn't Replay to Email, Messages or Phone Calls
Never replies to emails or messages sent via the portal. First email sent at the beginning of October and still waiting on a response. Calls just got to a voicemail and again these are not returned.
Mortgage was supposed to complete today (04/12/19) but after phoning my current lender as of yesterday you hadn't even requested a redemption statement. I requested this yesterday on your behalf. I also requested this again this morning just to make sure you receive it. So you should now have this twice.
All paperwork is in place and has been since 16th October. Natwest have confirmed that all they are waiting on is your completion document. Now due to your firm not doing their job we will be forced to pay much much higher payment on our current mortgage. Guess I know what we will be spending our Christmas savings on!!!
Terrible service and I will definitely be telling people to avoid using your firm.
Even emailed a complaint to Hugh James and the only response I got was that it has been forwarded on to Involegal!!
4 December 2019
Unprompted review
Reply from Involegal
Hi Lisa - We've sent you a private message. Thank you
Single handily the worst ever company
Single handily the worst ever company I’ve dealt with and I have utmost sympathy with others who are having the same issues.
It is IMPOSSIBLE to get through to them on the phone. Every email is ignored. DM’s on Twitter are acknowledged yet they promise a call back and they never do.
4 December 2019
Unprompted review
Reply from Involegal
Hi Mark.
I'm very sorry to hear you've had difficulty getting through. We're working around the clock to process the vast number of cases we have received from our lender client.
Please note that the social media and review sites are managed by the marketing team at Involegal's parent company, Hugh James. While we are able to pass on messages to the Involegal team, we are unable to answer the questions about specific cases.
I've sent you a private message.
Re-mortgage not gone through
Re-mortgage not gone through, impossible to get hold of the company who boast that they deal with "Volume re-mortgages" and state this on this on their site.
Customer Service
We understand that while dealing with our clients’ customers, both of our brands are being represented and therefore there is an added incentive to deliver a customer centric service.
We work closely with each of our clients to develop a customer service strategy which is in line with their own, in order to deliver a streamlined and smooth experience for the end customer.
We will now be seeking compensation for the £5 charge per phone call, current total for this is £30 as all emails have been ignored. Also any Interest fees after the fixed term end of our current mortgage provider.
4 December 2019
Unprompted review
Absolutely appalling company
Decided to move two of my mortgages over from Halifax to Natwest which should be simple enough, however 4 MONTHS down the line we are still waiting,and trying To deal with Involegal is an absolute nightmare. They don't answer the phone even though we have been on hold numerous times for over 45 minutes they don't respond back from emails and have a totally unacceptable and unprofessional customer service. Even asking Natwest to try getting answers was a waste of time ,as they couldn't even get through to them and have said that they are a "really poor company of solicitors to deal with". Then checking all the reviews online and seeing very little in the way of anything positive with only a generic response says it all really. Really hope that this company goes into liquidation soon so as to spare anyone else the stress they have already caused so many. I now await my generic response.
4 December 2019
Unprompted review
Reply from Involegal
Hi Mr Robinson.
I'm very sorry to hear you've had difficulty getting through. We're working around the clock to process the vast number of cases we have received from our lender client; the lack of notice from the lender 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 surge in instructions has impacted all firms on the lender's panel.
We are in constant communication with the lender and working hand-in-hand to ensure cases are progressed as quickly as possible, and all parties are better prepared for major fluctuations in case loads in future.
I have also sent you a private message.
Absolutely Disgusting Service
We are remortgaging with Virgin and went with their panel solicitors which is Involegal. We returned the completed Initial information pack to them on the 12th of November via email and also in the post However we did not receive any acknowledgement, hence called them After 2 days to check.After being on hold for 25 minutes a member of the phone team attends the call and confirms that they have received the pack but need the mortgage deed signed before allocating the file to the case handler.
On the 15th of November we send the signed mortgage deed across however there is still no acknowledgment of receipt of the same so I call them after 3 days to check if they have received it and the same drill repeats 25-30 minutes on hold followed by a member of the customer services team confirming that they received it but since there was an error in the initial mortgage offer Virgin issued another one and that they have not received the correct mortgage deed from us which is absolutely not the case.(we knew there was an error and hence signed the mortgage deed from the later offer issued) We certainly sent them the correct one. Well hang on! If they thought that the mortgage deed they received from us was the wrong one why didn’t they call us or email us to advise about it rather than waiting for a call from us to ask them if it’s all okay now to proceed? They send a mortgage deed in a post that day and we Thought we will sign and send it anyways to avoid any further problems, we did that on the 25th of November. I called them on 1st of December needless to mention about the hold of 30 minutes again and the customer service team member says that they have now received the mortgage deed and the file is with the completions team, she wouldn’t give me the name of the case handler and says it’s the team who deals with it, fair enough I ask when we will be able to complete it and she says the team will contact us.
I had emailed Involegal on the 12th of November ie my 1st email to them and have mentioned this to the customer services team member each time I spoke with them, and sent messages on the case tracker that we are away from the 13th of December to the 6th of January and our existing mortgage runs out our on the 31st of December and we want to complete the transaction in time to avoid any variable interest rates, we will not be available on the phone and have limited access to emails while we are away but I still have not had any communication from them about completion dates.
I am really worried now that these guys are going to mess up everything and it’s going to cost us heavily if they don’t complete the transaction timely.
I have decided to make a complaint to the Solicitors Regulation Authority if they don’t complete the transaction timely.
3 December 2019
Unprompted review
Reply from Involegal
Hi Dolly,
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 and take all comments seriously to improve our service in future.
As you've supplied your matter reference in your review, I will request an update on your matter and ask that the Virgin remortgage team contact you directly to discuss this further.
PLEASE RESPOND
My reference is NAT00400/42879. Can someone PLEASE get in touch with me. Like reviews before mine, I am now paying the variable interest rate on my mortgage and I’ve had no update from Involegal. I have been on hold for 30 minutes and then automatically forwarded to voicemail 12 times over the past few days, that’s 6 hours of waiting time and still nobody to pick up the phone on the other end or respond to my voicemails and e-mails. ABSOLUTELY UNACCEPTABLE.
3 December 2019
Unprompted review
Reply from Involegal
Hi Sabina,
Thank you for taking the time to review the service you received from Involegal.
As you may be aware, 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 in constant dialogue with the lender concerned are doing everything we can to support the unprecedented volume of remortgage cases generated by the lender.
As you have supplied your matter reference in your review, I will request an update on your matter and ask that the remortgage team contact you directly to discuss this further.
Absolute awfull company to deal with
Absolute awfull company to deal with. A pure shambles.how banks are still dealing with this company is beyond me.over 2 mths to sort my re morgage out and still not completed.absolute joke.dont and phone/respond to e-mails nothing.avoud like the plague if u can.
3 December 2019
Unprompted review
Reply from Involegal
Hi Robbie,
Thank you for taking the time to review the service you received from Involegal.
As you may be aware, we've recently received an unprecedented increase in instructions from one of our lender clients. We are doing everything we can to support our client with the increased volume of remortgage 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. This means customers may have experienced delays when calling us, for which we apologise.
We are very disappointed to receive negative reviews of our service and communication and take all comments seriously to improve our service in future.
would give zero stars if I could
would give zero stars if I could. The service is so so bad. I am constantly on hold they never answer and I am now over my remortgage and paying huge interest.
I have made a formal complaint and heard nothing.
Absolute disaster of a company!
3 December 2019
Unprompted review
Reply from Involegal
Hi Hannah,
Thank you for taking the time to review the service you received from Involegal.
You may be aware that we have 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. We are in constant dialogue with the client in question, and we are doing everything we can to support the unprecedented volume of remortgage cases generated by the lender.
I will send you a private message now so that we can trace your complaint and ensure that it is investigated.
No replies to emails
No replies to emails, call for 30 minutes to then be put on voicemail. Remortgages are busy but there is no issues like this with other companies who handle volume business for clients re-mortgages. For example
Gordons PL
Enact
Optima Legal
O'Neill Patient
Constantly over stretched and I have it on good authority a major bank stopped using them 2/3 weeks ago because of the poor service. Been told it will be 3/4 weeks till back on track so good luck anyone trying to complete before Christmas.
If your mortgage is on SVR due to their delay
Written complaints should be addressed to either:
Address: Hugh James, Two Central Square, Cardiff, CF10 1FS
Timescale to acknowledge – within 1 working days from receipt of complaint.
Timescale to respond – within 14 days from date of acknowledgement.
3 December 2019
Unprompted review
Reply from Involegal
Hi Graham,
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 and take all comments seriously.
You may be aware that we have recently received an unprecedented increase in instructions from one of our lender clients. We are doing everything we can to support our client with the increased volume of remortgage cases that have been generated by the lender. I would like to highlight that this issue is affecting Involegal as well as other remortgage firms on the lender’s panel of suppliers.
The comments you have made concerning our contractual relationship with our client are wholly inaccurate but you will appreciate we are unable to clarify or comment on those any further at this moment in time for reasons of client confidentiality.
I can see that you have supplied your matter reference in your review, I will request an update on your matter and ask that the remortgage team contact you directly to discuss this further.
Our complaints policy (including correct timescales for a response) can be found here: https://involegal.com/complaints-policy/
Absolutely disgusting the way people…
1, Absolutely disgusting the way people are being treated and to say we’ve currently had a huge amount of interest is a another way of saying we’re inept and bloody useless.
I’ll be contacting virgin and moving to another lender.
2, Two days later and still
No one has been in touch, terrible.
3, In the end I had too cancel my mortgage with virgin money and go elsewhere, so that’s time and money I’ve lost.
3 December 2019
Unprompted review
Reply from Involegal
Hi Robin,
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.
DO NOT USE!!
DO NOT USE!!! And check the underwriters of any mortgage company you intend to use!
Would give 0 stars if i could!
2 months and still not sorted our remortgage and will not answer the phones at all!!!
3 December 2019
Unprompted review
Reply from Involegal
Hi Danielle,
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 would give this less than 1 star if I…infolegal
I would give this less than 1 star if I could. My documents were uploaded over one month ago and I am now approaching my second month on a very expensive sva. The customer service is appalling. The assigned case worker is no longer assigned, every time I phone it rings out after 30 minutes and no one replies to any emails. I have no idea how long this is going to take to get sorted. Terrible experience and if you are remortgage and have to use this company I would think twice.
2 December 2019
Unprompted review
Reply from Involegal
Hi Ben,
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.
Avoid Involegal
My review simply echoes all the previous 1 star reviews. Appauling and non existent customer service! I started this application in plenty of time and uploaded all my documents. The online case system has now dropped the named casebuilder. I have left messages via online portal and email and no responses ever. I try calling and will be on hold for over 1 hour and still no reply. I was due to complete today but nothing! Now on a high SVR which should and could have been avoided if this company actually did any work. Avoid this company at all costs and I therefore would avoid any remortgage with Natwest until they change their referral to another solicitors.
2 December 2019
Unprompted review
Reply from Involegal
Hi Steven,
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 wish I'd seen these reviews before I…
I wish I'd seen these reviews before I picked a NatWest mortgage. I am only re-mortgaging, so I won't be breaking a chain and causing misery for other who are trying to move home. But I too am absolutely disgusted with their lack of customer services. Their website says 'We are currently experiencing extremely high volumes of inbound calls due to a substantial increase in remortgage cases in the marketplace which means you may experience delays when calling us.' Employ more staff then!!!! Surely they're raking in enough money to do so.
2 December 2019
Unprompted review
Reply from Involegal
Hi Julia,
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.
Awful company to deal with
Awful company to deal with
You'll be on hold for 30 mins and then answer phone kicks in. Leave a message and then they wont respond.
All paperwork was complete for re-mortgage 5 weeks ago with an agreed date to complete, now 4 days ago and no contact and a very expensive SVR to content with.
Useless
Would put me of using any company who employ them in the future
2 December 2019
Unprompted review
Reply from Involegal
Hi Robin,
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.
If I could score lower than 1 Star I…
If I could score lower than 1 Star I would.
similar to other peoples comments on here, 1st stop rude receptionist but can't really blame them as they've probably been verbally abused all day. 2nd stop 30 mins hold then through to someone unhelpful who puts you on hold for another 30 mins before you get through to a voicemail. I have got an email address for the Natwest Re-Mortgage team leader (michelle.jenkins@involegalcom) I have tried to get a response via this avenue but am yet to receive a reply. This is peoples lives and time you are wasting and looking at the review scores I can't see you remaining in business long.
2 December 2019
Unprompted review
Reply from Involegal
Hi Steve,
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.
Appalling... I have been trying to contact them for 3 weeks! Calling at a different time several times each day. Always wait on line for at least 1 hour. I have tried their 0345 number, and their Cardiff office. No answer and no opportunity to leave a message. My broker is unable to get an answer from them and even the underwriter at Natwest cannot contact them. Absolutely appalling. We should of completed 2 weeks ago
2 December 2019
Unprompted review
Reply from Involegal
Hi Mrs K Sims,
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 will just away,I did my research…
I will just away,I did my research early I applied early but after 8 weeks of waiting just received a letter from Involegal saying that forms are not dated correctly,
I will just cancel everything and try another lender. Natwest is not helping just promises and be recorded with the escalation team.
I have called them at 23:00 and what I got was the same message.
I think they have closed their lines and there is no way to communicate with them.!!
What a shame really.
2 December 2019
Unprompted review
Reply from Involegal
Hi Dimitris,
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.
Absolutely Appalling.
Was assigned Involegal by NatWest for remortgage.Old rate finished on 30th so completion was supposed to be on the 1st.Started process 8 weeks ago.Sent all documents off on time.NEVER heard from them.Sent email after email with no response.Broker sent email and no response.You telephone and are put on hold.After 30 mins it goes to Voicemail so charged for a call that was never going to be answered.That's happened x3 times.Never returned calls to me.Made complaint via NatWest who are chasing but even they have said they can't get through to anyone.The worst service I've ever know and we still haven't completed.Don't go near them.They site high volumes of remortgaging.Don't take on the work if you can't carry it out.
They also reply to every review with a generic reply they send to everyone.Completely predictable.
2 December 2019
Unprompted review
Reply from Involegal
Hi Naomi,
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.
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