MJP Conveyancing Ltd

It always disappoints me to receive communication in these terms. We work exceedingly hard and care passionately about maintaining a high client service level. I am pleased to say we rarely receive complaints and in the main the feedback we receive is very positive and leads to a substantial number of recommendations and repeat work. I have worked in the legal sector for over thirty years. I have recognized for some time now that despite working hard (often working out of normal working hours) that it is simply impossible to please each and every client that comes through the door. It boils down to perception and expectation and needless to say these vary from client to client. I have little control over how our service is perceived as clients have different standards and as for expectation we are of course all human and therefore this is a very difficult value to manage at times. Though by no means do I advance this as a defense, but in the hope it puts the complaint into some context, we are an extremely busy office and do receive a large amount of post each day. In fact we receive over 3,000 pages of post each day. Sometimes given the scale of the operation it can take a short while for post when received to be registered on our system. We continue to do our best to ensure that this time lapse is shortened but on this occasion it seems there was a short period of time when it was not possible to confirm receipt of the document set. We do apologize to the client. Although this delayed exchange of contracts ( by a day) it seems from the record that the desired completion date was not affected. The client was still able to complete on the chosen date. Our way of working is different to main stream conveyancers. We do explain this to clients at the outset. We operate as a team and although I have overall supervision during the conduct of the transaction is very much a team effort. In the main we receive favorable feedback but I do accept some clients find the lack of one point of contact confusing. As I say we do try and manage clients expectations when first instructed. It’s a shame this happened because overall it seems we did deliver a high level of service having provided the client during the course of the transaction with 106 updates and having spent over 7.5 hours working on the file. I do of course take the clients concern seriously and will of course discuss the feedback with my team. I also more than happy to discuss the client’s concern with her direct. - David (MJP)