I used them to sell my flat because I had used Direction Law years prior and had a smooth experience. It turns out when Owen Paulo took over standards went down the drain. They are very dis... Näytä lisää
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I emailed my solicitor & got an automatic response telling me she was on A/L for 3 weeks - but not to worry, her emails would be monitored! I emailed again on 8th Sep asking for someone to call me as... Näytä lisää
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We used the service to sell our shared ownership property and purchsse our new home. Ann Beake was our assigned solicitor she is very knowledgeable and really easy to talk too. One surprise... Näytä lisää
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We had the pleasure of dealing with Christina, Laura & Joel for our property sale & purchase I cannot fault them at all. They are efficient, helpful, knowledgeable and very friendly. they ensured our... Näytä lisää
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Yrityksen kirjoittama
Owen Paulo Legal Limited is a niche law firm specialising in Resale Shared Ownership and Staircasing conveyancing, alongside Lease Extensions, Transfer of Equity & Re-Mortgages. We have seen resales and staircasing grow from a bi-product of new build shared ownership conveyancing, into a major part of the industry and we are extremely proud to be the only firm in the country solely specialising in these particular types of conveyancing.
Yhteystiedot
1st Floor, Brook House, Reeves Way, CT5 3SS, Whitstable, Yhdistynyt kuningaskunta
- 0808 196 7010
- enquiries@owenpaulo.co.uk
- owenpaulo.co.uk
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Avoid this solicitor
I used them to sell my flat because I had used Direction Law years prior and had a smooth experience. It turns out when Owen Paulo took over standards went down the drain. They are very disorganised:
1. I sent them a TA6 pack in June and and was only told a page was missing in September when were then chasing them to give us a completion date. This was obviously disruptive as I had to drop everything in the middle of the day and fill in the missing page because by then it would cause a delay with completion.
2. Also in the final days the assistant Kerry asked me for the Leaseholder Deed Certificate which I had already sent several days prior. It was clear that these people were not organised at all.
3. Calls would more often that not go to an answering machine which was frustrating.
4. Even the buyer's solicitors got the point where they were got the HA to email me to ask if I was still selling the property because their calls and emails had been unanswered by Owen Paulo.
5. After completion I requested the completion documents from Lyn (the solicitor) and Kerry and they totally ignored me for two days and I only got a response after I copied in their complaints team.
Overall - I do not recommend working with this firm - you need to constantly call and chase to get anything done which may jeopardise your house sale. You have been warned.
22. syyskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Owen Paulo Legal
Good morning,
1. It is not the responsibility of your solicitor to review the TA6 form. those forms are for you to complete. the fact that you missed a page, is your responsibility and yours alone. the fact that your buyers solicitor received that TA6 in June and did not look at it until September is not anything we can comment on. Your buyers solicitor should have reviewed that document when initially received and at that point they could have raised it with us that you missed a page.
2. We apologise that a document was overlooked. Unfortunately our staff are only human and a document or email can be missed. I appreciate that this can cause stress or worry and that is certainly not our intention. however, please note that we were chasing you for this document since we initial emailed you about it in June.
3. Our staff are not always readily available to answer every incoming call. Our solicitors and their assistant act on a number of cases and each of those cases will have several parties involved. If they do not answer the phone they are likely in the middle of another job, on the other line, perhaps in the loo or making themselves a drink. We always ask our clients to leave a voicemail so that we know who has called and we can return their call. Due to the number of calls we get, if we were to return every call that we are unable to answer, this would seriously limit the amount of time we have to actually progress the work on your file. We track all of our calls and I can see that there were instances where we called you and you did not answer, and there were instances where we did also answer your call and speak with you or your husband.
4. I cannot comment on what your buyers solicitor may or may not have done but, but there were more instances of us having to chase your buyers solicitor than your buyers solicitor getting no response from us. In this regard, I would kindly remind you we provided replies to your buyers solicitor back in early July and then had to chase them for almost 2 months before we got any sort of further update from them. As you will appreciate, all the while we are left in the dark by your buyers solicitor, we cannot update you with anything specific either.
You were receiving regular emails from us with updates as and when we had more information we would give you, as was your housing association.
5. We are clear what our SLAs are from the outset of the transaction. they are listed within our terms of business, something you signed to confirm you had read and understood, and every email you send provides an automatic response where we ask for a minimum of 48 hours to respond due to the volume of emails we can receive. I can assure you that at no point were you ignored, however we kindly ask for at least 48 hours to respond.
As I am sure you will appreciate, there is only so much we can do as one party in a transaction and you completed within the average timeframe of a shared ownership transaction, and within the timeframe that we advise all of our clients, yourself included.
We worked with you to manage your expectations of what a shared ownership sale looks like, how long it may take and what you should expect, as best we could.
We do apologise if this transaction did not go through how you would have liked, but I can assure you, we did everything we could to get you through as quickly as possible, and got you through well within the average timeframe for a shared ownership transaction. You saw no significant delays with your transaction in any way, however, it does seem like your expectations for communication exceeded what we state within our SLA/ToB and we can only apologise that we were not able to meet them for you.
If you are unhappy with the response or work that we have done, then please do feel free to contact our complaints teams on complaints@owenpaulo.co.uk and a formal complaints procedure will begin.
Kind Regards,
Owen Paulo
Very disappointing experience with communication, progress, timeframe
Very disappointing experience with the service (communication, progress, timeline)
I wish I had read the reviews before instructing this firm. What was presented as a straightforward staircasing process, with a timeframe of up to 12 weeks, has now been going on for more than six months with no clear end date in sight.
I have received no meaningful timeline from the Compliance team or regular updates. Instead, whenever I chase for progress, I seem to be asked about one transaction from my bank statements, and then a week or two later, when I follow up again, I am asked to clarify another transaction. This has continued for weeks, with no clear explanation of what is actually outstanding or what is required to complete the process.
As a client, I feel that I am constantly chasing for basic information and updates rather than being properly supported by the solicitor handling my case. The experience feels more like repeatedly requesting information from an organisation that sends automated responses than receiving a professional legal service.
After more than six months, I still have no clear idea when completion is likely to happen, what is causing the delay, or exactly what needs to be done to bring the matter to completion.
Very frustrating and disappointing. I would strongly recommend asking for a clear timeline, regular updates, and a detailed list of outstanding requirements before instructing this firm. You can't reach them over the phone either to get any answers.
18. elokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Owen Paulo Legal
Good afternoon Maryna,
We are very sorry to hear that you are dissatisfied with the service provided so far.
However, Staircasing is not a quick or an easy process. As your legal representatives, we have certain requirements that we must adhere to before we can proceed, not only to protect ourselves but also our clients’ lenders and most importantly, the client. Sadly, we are not in charge of the conveyancing process, we only follow it per our obligations under the SRA.
Regarding timeframes, we advised you alongside the quotation on the 22nd January, again in our terms of business (that you confirmed you had read and accepted) and in our email to you dated 17th March (a week after you instructed us) we are not able to provide timeframes as a lot of the ability to proceed to completion is out of our hands.
We advise all our clients that we will provide updates whenever there are updates to give. Due to the nature of conveyancing, there can be periods of time where we are waiting on third parties. As such, we will not contact you to inform you that there is no change. As I am sure you will appreciate, emailing every client to advise them that there is no new information to provide takes away time from being able to progress the legal work on files that are in a position to proceed. However, it does appear that an update was provided to you whenever you asked for one.
You state that your transaction has been going on for 6 months, however, we were only instructed in March and as we made you aware previously, the delays on your transaction came from the fact that we were having to chase you for updates on your mortgage offer, and when we did receive it, we were then having to chase the housing association for mortgage offer approval and the landlord certificate. Something we did not get for 3 months after we were instructed. That in and of itself, took up the 12 weeks average timeframe that we advise our clients.
Please note that the fact that it took time to receive your mortgage offer, then get that approved and get the landlord certificate is not the fault of Owen Paulo as we have no control over other parties involved in the process.
Finally, when it comes to compliance, we are unable to do a substantial amount until we are in receipt of your mortgage offer as we will need to see how much of a mortgage you are taking out before we know exactly how much we need to source.
We are not in control of the rules around compliance, we simply follow the guidelines that the government set out. We appreciate it is frustrating and can feel invasive however, due to the nature of the work that must be done, it is simply impossible for us to ask for everything straight away. We ask for bank statements and upon receipt of those statements, if we see something else we need information on, we then ask for more.
Again, I appreciate that you are frustrated, but a lot of the issues you are raising here are completely out of the control of Owen Paulo and we therefore do not think it is fair that you leave such a negative review of our firm when it appears that what is frustrating you is the act of conveyancing and the act of anti-money laundering. Both of these, no individual law firm has control over and all we can do is adhere to the rules.
I can see that our compliance team have been in contact with you already today to list what is outstanding from you that we need.
I do want to apologies that this process has caused you stress, that is certainly the last thing that we would want. I can assure you we do our very best to manage expectations and ensure our clients know what to expect from the process from the minute they request a quotation. Sadly, each transaction is different and so it simply isn’t possible for us to provide anything in the way of definitive timeframes, or accuracy, especially so early on in the process.
Kind Regards,
Owen Paulo
We used the service to sell our shared…
We used the service to sell our shared ownership property and purchsse our new home.
Ann Beake was our assigned solicitor she is very knowledgeable and really easy to talk too. One surprise is that Ann actually keeps you updated and if we phoned in always phoned back. Ann made the process that much easier for us. If all solicitors were like Ann the buying/selling process would only take a few weeks.
Katie and Nicole in the Completion team were also fantastic. Katie was able to answer our final completion questions fast and efficiently and Nicole post completions making the transition seamless.
Overall we would highly rate Owen Paulo Legal and will use in the future.
They have a brilliant, hard working team that unlike most legal services they have great communication skills this is a must for buying/selling homes never being left in the dark.
Thank you for all your help
21. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Owen Paulo Legal
Good afternoon Lee,
Thank you for taking the time to leave a review.
We are very happy to hear that you had such a positive experience using our services.
Our team work very hard to ensure that our clients are supported throughout the process, always know what is going on and are responded to promptly, and it certainly sounds like this was achieved for you. A large majority of our clients are experiencing this process for the first time, (whether it being their first time buying, selling, staircasing etc.) and so it is vital that we we are clear with our communication. It is a very stressful process and the last thing we want to do is be a reason behind that stress.
I have passed your comments on to Ann, Katie and Nicola, as I am sure they will be delighted to read them.
We wish you all the best for the future and please do not hesitate to reach out for any future conveyancing needs,
Kind Regards,
Owen Paulo
Owen Paulo helped with a Shared Ownership Resale Purchase
Owen Paulo helped us with the purchase of a shared ownership resale property.
Most conveyancing companies stay away from these due to the added complexities, but we got recommended to use Owen Paulo, and are glad they did.
The process went smoothly on our side, and Owen Paulo's team was polite and thorough.
Their responses were well within the SLA's - sometimes on the same day, sometimes the next day.
The price that they quoted for their services is what we paid - though I'd be wary as a buyer to not use the quote as the total expected amount to pay (keep at least £1,000 as a buffer), due to costs not related to Owen Paulo but that might pop up during the process (i.e. Deed of Covenant costs, housing association related costs, left-over month and 1 month advance rent payment etc.)
I can't fault them for anything, they answered any questions, and reassured any worries we might have had.
10. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Owen Paulo Legal
Hi Henry,
Thank you for taking the time to leave a review.
We are very happy to hear that you had such a wonderful experience using our services and that each person involved was able to assist in ensuring that the process was as smooth and stress-free as possible for you.
I have passed your comments on to everyone involved, as I know they will be delighted to read then.
We wish you all the best in your new home and please do not hesitate to reach out for any future conveyancing needs.
Kind Regards,
Owen Paulo
23 weeks
23 weeks. From 26 September 2025 until 20 March 2026 of our mortgage journey. Thanks anyway Owen Paolo Legal.
20. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Owen Paulo Legal
Good morning Louie,
Thank you for taking the time to leave a review.
We not your comments (and the tone in which you have chosen to leave them) however, as you were told at the very beginning, the process of buying a house is not quick as there are many parties involved in the process and all parties have just as much capabilities of influencing the length of time.
In an ideal world the process of buying a shared ownership home would be quick, as we appreciate that all parties want this done quickly (including us, considering we do not get paid until completion afterall). Sadly, we are not in an ideal world and, as a professional, legal law firm, we are bound by the rules of the SRA, the government and your lender.
Looking at the case, I can see that the process that took the longest for you was compliance, where although we started compliance with yourselves as soon as you instructed us, based on the information you gave us at that time, we needed to request more. unfortunately, the rules around anti-money laundering are only getting stricter and should we get a review from the SRA, or it turn out a client is money laundering and have used us to do so, it will be your solicitor that suffers the consequences. those consequences being that we lose our licence to trade, the solicitor gets struck off, fined, or even jailed.
So although we appreciate that it is frustrating, we are just adhering to the rules set out by the UK government. despite your compliance taking the longest, this did not stop any of the legal work progressing and we get all of the legal work done, up to the point of reporting to you. something that you were made aware of.
As such, although we are sorry that you were dissatisfied with the length of time, this is something that you were warned of from the outset, and not something that we can do to resolve. unfortunately the legal work, and the compliance checks can take some time as it is all based on how you we funding the property and the property itself. As a law firm, all we can do, is the work necessary to get you through, as quickly as we possibly can, which assure you, is something that we did. We can only go as fast as other parties involved and can only progress when we are in receipt of documents we have asked for.
Finally, I can see that your solicitor and their assistant, as well as our compliance team were in regular communication with you, in some instances even responding to you with a matter of hours. I therefore am unable to really see what else we could have done (that was within our control) to improve your experience.
Kind Regards,
Owen Paulo
Owen Paulo Legal
In the past few months I had been in the contact with Owen Paulo Legal, and they were very professional in handling my case right from the start to finish!
I sincerely appreciate everyone’s dedication and hard work on this case. “Thanks for turning this transaction around so quickly—it perfectly meets our needs."
Yours Sincerely,
TM
Highly Recommend them to anyone who needs a professional and reliable help!
You don’t need to chase them..well, I didn’t need to because they were updating me at the every stage of the process, everything was clear and easy to follow.
I’m a happy client and really grateful for the work they have done!
6. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Owen Paulo Legal
Good afternoon,
Thank you for taking the time to leave us a review, and such a lovely one at that. It really is appreciated and we are so happy to see that you had such a wonderful experience using our services.
Our team work very hard to ensure our clients feel comfortable and at ease during the whole process, which as you know can get very stressful. Shared Ownership comes with its own complexities and so it is vital that we are clear with our information so our clients know exactly what is going on.
You recommendation of us really does mean so much.
We wish you all the best for the future and please do not hesitate to reach out for any future conveyancing needs.
Kind Regards,
Owen Paulo
Misleading Fees Hidden in the Small Print
My experience with Owen Paulo Solicitors has been disappointing, unfortunately. They advertise “highly competitive transparent fees with no hidden charges” and “quotes that are always competitive, transparent and fully itemised.” That is not the whole truth, however.
The quote I received looked complete, yet a major additional fee was concealed in their Terms of Business—not in the quote itself. Only after digging through the fine print did I find this clause:
“Where the property qualifies under the Building Safety Act 2022… an additional fee of £300 plus VAT will be charged on completion.”
This was never disclosed upfront. It was not itemised. It was not mentioned as a potential cost.
What makes this even more aggravating is that other firms include this work in their standard fee, or at the very least clearly flag it before you instruct them. Owen Paulo’s approach feels misleading and completely at odds with the “transparent” image they promote.
If a firm claims “no hidden charges,” then hides a £300+VAT fee in the small print, how can any client trust the rest of their pricing?
I would strongly advise anyone considering this firm to read every document line by line, because the quote alone is not the full picture.
I did email the Head of Staircasing, Sebastian Paulo, a week ago to request a goodwill refund of the extra charge but failed to receive a response. Disappointing!
20. helmikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Owen Paulo Legal
Good afternoon Craig,
Thank you for taking the time to leave a review, and I am sorry to hear that you have not been pleased with the outcome of your transaction.
That being said, I do not believe it is very fair that you leave us such a review when the issue you are raising is not the fault of Owen Paulo.
You claim that we advertise no hidden fees and that we are transparent with our costs, this is and always has been true. Our quotations are always correct per the information we are given about the property at that time.
You claim it was not mentioned to you as an additional cost, when looking at your case, I can see that there were a few instances where it was mentioned to you, and you signed documents confirming you read and understood the information we had provided to you.
The building safety act is not something that any law firm would be able to advise you is relevant to your transaction at the point of quotation. As such, it is impossible for us to confirm to you at the time of quoting you, whether you will need to pay it. Each transaction is different and we will not know everything so early in the process. It will only be when we have copies of the title documents and lease/s that we will have a better idea.
The quote we provided to you was correct per the information we had about your property. The quote itself clearly states for you to read our terms of business (particularly page 8) for any other additional costs that a person may see during the course of their transaction but that we do not know whether they will be relevant for you at this stage. As I am sure you will appreciate, we cannot confirm to you a fee for something that we do not yet know is relevant for you.
When sent the Quote and terms of business, you signed a document confirming that you had read and understood everything, although it appears as though you did not, otherwise you would have been aware of the potential cost from the outset.
On the 17th December, we emailed you to request several documents from you and, in the contents of that email, in bold and highlighted red to ensure it is seen, we reminded you to review page 8 of the terms of business for additional fees that you may experience during the transaction, as it progresses.
We then confirmed the fee in your legal report and again, you signed and returned a document confirming that you had read that report and understood the contents.
Finally, the cost was referenced in your completion statement, which you paid without issue. It appears that it was only after completion that you had an issue with this cost.
Although I completely appreciate that, if you were not aware of the cost, it can come quite suddenly. However, you were made aware of the fee on several occasions and you had ample opportunity to question it, which you did not do until after completion.
We completely agree with the advice that you are giving. The documents that we provide to our clients are formal, legal documents and are not something to simply be skimmed over. We stress to all of our clients that they must read the documents carefully, and this is why we ensure our clients sign documents confirming that they have done so.
With regards to the email that you sent to Sebastian Paulo, please rest assured that a response will be sent to you, however, due to the contents of your email (which was not simply requesting a goodwill refund), it is something we have had to take very seriously and has had to be discussed internally before we come back to you.
If you are unhappy with my response or wish to discuss things further then please do feel free to contact complaints@owenpaulo.co.uk and a formal complaints process can begin.
Kind Regards,
Owen Paulo
I was assigned this solicitor to deal with the purchase of resale
I was assigned this solicitor to deal with the purchase of a resale shared ownership. Initially, I hope the process will be smooth.
Since Nov-25 I've had to deal with 2 departments which were independent of each other. (Yes, I understood that it needed to be independent, but it does not mean they cannot communicate with each other!) I have submitted a lot of documents to one department, but I had to be the one who followed up on the response. Their responses were poorly addressed. No communication, no update.
Suddenly, when the deal is about to be completed (which took me a month of waiting with my follow-ups), one department asked me for additional documents, which could have been requested months ago! This is purely a silo work process, not a parallel one.
6. helmikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Owen Paulo Legal
Good morning Tapanat,
Thank you for taking the time to leave a review, and we are sorry to hear that you have not been happy with the work done so far.
As you were advised at the very beginning of the process, and this was reiterated to you during the process also, compliance is handled by a separate team within Owen Paulo. the 2 teams can communicate, and they do communicate. However, if you have questions regarding your compliance and what remains outstanding then, as we have advised you, you will need to go to the team that is handling that work. Your assistant, and your solicitor will not be directly involved in the progress of the compliance element of your transaction and so they will not be able to give you a meaningful update, nor will they be following up with the compliance team for a response to emails you have sent them. Your solicitor and their assistant will be working to complete the necessary legal work as quickly as possible.
I can confirm that they reached out to your compliance officer after recieving your email (and they did copy you into this email).
The reason we have a separate compliance team is because resale shared ownership transactions can be lengthy and complex. Having a separate compliance team means that your solicitor and their assistant are free to actually focus on the legal work that needs to be done to see you to completion.
With regards to the additional documents requested, complaince is ever changing and consistently growing and we must adhere to very strict rules regarding what is and is not acceptable per UK laws. We reserve the rights to ask for further information on your compliance at any time prior to exchange and although we appreciate that this may be frustrating for you, we trust that you understand that we are simply adhering to the rule that we must follow as a law firm.
We have followed up with our compliance team to request that they look at the additional documents requested as a matter fo urgency and we do ask that you continue to contact the relevant team for the required updates to avoid any delays, frustration or confusion.
Kind Regards,
Owen Paulo
Frances Grover at Owen Paulo was…
Frances Grover at Owen Paulo was incredibly helpful and went above and beyond to assist with a query I had - its so appreciated and I would highly recommend Frances
20. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Owen Paulo Legal
Good afternoon Alix,
Thank you for leaving such a lovely review!
Frances is truly an asset to Owen Paulo and it is always wonderful to hear when people have had a great experience with her.
We are very happy to hear that Frances was able to assist and please rest assure, I have passed your comments on to her, as I know she will be delighted to read them.
We wish you all the best for the future and please do not hesitate to reach out for any future conveyancing needs.
Kind Regards,
Owen Paulo
Very Disappointing. Cannot recommend this company
I emailed my solicitor & got an automatic response telling me she was on A/L for 3 weeks - but not to worry, her emails would be monitored!
I emailed again on 8th Sep asking for someone to call me as I was being asked questions from my buyers solicitor. The company automatic response asked that I give them 2 days to respond. A week later, I am still waiting
8. syyskuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Owen Paulo Legal
Hi Brian,
Thank you for taking the time to leave a review.
As you have stated, your allocated solicitor is currently on annual leave and although we appreciate your frustration, we do have contingencies in place to ensure that even when a solicitor takes times off, all of their files are covered to avoid delays from happening.
That being said, the other solicitors at Owen Paulo do have their own case loads as well and so it is to be expected that it may take slightly longer to get a response. This is particularly relevant for instances such as yours, where you ask for a general update on the progress of your transaction. Sadly, for the acting solicitor it is not as simple as quickly emailing you a reply, as what this means for them is that they have to take time to familiarise themselves with the intricacies of your transaction to ensure that they are able to contact you back with a suitable update and give you the most correct information. It would be counterproductive of us to give you an outdated or incorrect update.
With regards to the statement in your review, I can only see that we received 1 email from you, which was on the 8th, requesting an update. I cannot see that we received any other email from you before that (between your solicitor going off on Annual Leave on the 5th September, and your email on the 8th. This email would have given you the auto response advising that your solicitor is on annual leave but that their inbox was being monitored and someone will get back to you in due course.
We advise all our client to allow at least 48 hours for a response (although this can change depending on the level of work and time of year) and looking into your file I can see that this is something that up until now has been met by your solicitor, as I can see that all emails received from you to us has been responded to within 24/48 hours. Although we do ask for at least 48 hours, with your solicitor off on annual leave (and other solicitors covering their workload until they return), we hope that you understand that there may be slight delays in returning communication in instances such as this.
We are disappointed to see that your experience with us has been 1 star, especially considering that, until this instance of a delayed response, our replies to you have been within 48 hours (and in some instances the very same day) and looking into your case, you have been satisfied with your solicitor and the work that they have done.
It is my understanding that the acting solicitor has been in contact with you to provide an update and advise what work has been done on your case and this does therefore mean you have their direct contact details also for future communication until the return of your allocated solicitor.
If you are still unsatisfied with the handling of your case, then please do feel free to follow our complaints procedure and email complaints@owenpaulo.co.uk. our complaints procedure can be found on our website.
However, I hope you do feel that this will not be necessary and we can, throughout the remainder of the transaction, bring that 1 star back up.
Kind Regards,
Owen Paulo
Excellent throughout resale shared ownership
Excellent throughout the process of my shared ownership resale. Christina Green was responsive and provided updates when needed. Navigating the process of shared ownership resales is daunting, but thank you to Christina and the team for getting me there!
17. huhtikuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Owen Paulo Legal
Hi Nathan,
Thank you for taking the time to leave us a review.
We are so happy to hear that you were pleased with the experience you had. We always Strive to ensure that our clients feel supported and are kept updated consistently throughout the process and so it is wonderful to hear that this was met.
We will certainly ensure your comments are passed on to Christina, who we know, will be delighted to read them.
We wish you all the best for the future and please do not hesitate to reach out for any future conveyancing needs.
Kind Regards,
Owen Paulo
Exceptional service & customer care
My husband and I cannot thank Phoebe Miller, Lauryn Rhys and Emily Royle enough for their persistence in dealing with our buyers solicitors. If it hadn’t had been for them striving so hard to get us exchanged and completed, we don’t think it would ever have happened due to such incompetence on the behalf of buyers solicitors. 7 months and 2 days it took for our buyer & his incompetent solicitor to get the transaction done. Owen Paulo were absolutely faultless throughout & we would definitely recommend them to anyone that is selling a shared ownership place. 5 star rating isn’t enough, more would be given if possible.
21. maaliskuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Owen Paulo Legal
Good morning Teresa,
Thank you for taking the time to leave such a lovely review!
It certainly sounds like your transaction was a bit of a tough one, but we are so happy to hear that Phoebe, Lauryn and Emily were all there to help see you through to the very end! We are very proud of the 3 of them and the hard work they delivery so consistently!
We will make sure that your comments are passed on to the 3 of them, as we know they will be so happy to read them, especially first thing on a Monday morning!
We wish you all the best for the future and please do not hesitate to reach out for any future conveyancing needs.
Kind Regards,
Owen Paulo
Brilliant!!!
Brilliant! I couldn’t thank them enough and would recommend to everyone! Excellent price and excellent communication. Always felt reassured throughout and had no doubts in their abilities. Great knowledge on shared ownership!
13. joulukuuta 2024
Oma-aloitteinen arvostelu
Vastaus yritykseltä Owen Paulo Legal
Good Morning Phoebe,
Thank you for taking the time to leave a review. Our teams work really hard to ensure that our clients are kept up-to-date and know exactly what to expect with the process so it is wonderful to hear that this was delivered for you.
We wish you all the best in your new home and please do not hesitate to reach out for any future conveyancing needs.
Kind Regards,
Owen Paulo
I am deeply disappointed with the lack…
I am deeply disappointed with the lack of communication and professionalism I have experienced. This level of conduct is far below what one should expect from a reputable company. I find it surprising that a business operating in this manner continues to sustain itself
8. tammikuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Owen Paulo Legal
Hi Scott,
Thank you for taking the time to leave a review.
I am very sorry to hear that you have not been happy with the communication and professionalism, based on your experience.
We work incredibly hard to make sure that all of our clients expectations are managed, as many come into the process of buying/selling/staircasing with unrealistic expectations. As such, we provide a lot of information very early on to explain to our clients what they can expect from us, timeframes for responses and when they are likely to hear from us, as due to the nature of conveyancing transactions, regular daily or weekly updates are not always guaranteed.
I am unable to find our file based on the information you have provided and so I therefore cannot look into your case to see what he issue may be and where the problem may lie, however, if you would like things to be looked into further then please email complaints@owenpaulo.co.uk providing the address and reference for your case and we will review and respond as per our complaints procedure.
Kind Regards,
Owen Paulo
The job got done...but the experience was more stressful than it needed to be
We eventually got there, but the whole process was made considerably more stressful than necessary due to very poor communication.
The majority of my emails and calls went unanswered, including one sent to Sebastian Paulo, as the complaints procedure directed complaints to the head of the department, and he is the head of staircasing. This lack of response made me more anxious about the process, and I had to send more emails to chase updates because I had no faith that things were progressing. How could I, if no one was telling me anything? I received very few proactive updates apart from introductory emails and many replies were also ignored.
Occasionally, when I did receive replies, they usually didn’t answer all of my questions, and parts of the emails were ignored. There were no attempts to reassure me that things were progressing and that I need not worry. I understand that much of the process relies on the seller, so guarantees can never be made. However, when you pay so much money for a service, it would be nice to be reassured that everything is under control and that I have hired professionals. It is inherently a stressful process with a fixed deadline, where I am financially liable if that deadline is missed. Therefore, it is in my interest to ensure things are progressing, so of course, I am nervous about it. Also, when I am told I will hear back, I expect that to be followed through. On a few occasions, I was told I would hear back when certain documents were received, and it was only when I chased a couple of weeks later that I learned they had already been received, and no one had mentioned it.
At one point, I was told that if I didn’t hear back by a certain date, I should chase them, which I then had to do. Why do I need to be constantly chasing updates when, at the start of the process, I was told I would be updated periodically?
I feel there is very little understanding that your customers are unfamiliar with the process and, given the imposed deadline, will be nervous about it when they don’t get updates. Some basic customer service and understanding of how to manage expectations is needed.
11. joulukuuta 2024
Oma-aloitteinen arvostelu
Vastaus yritykseltä Owen Paulo Legal
Hi Sam,
Thank you for taking the time to leave a review of your experience.
We are very sorry to hear that you had such as stressful experience with Owen Paulo, we assure you, it is always our aim to make sure the process is as stress free as possible.
Regarding our communication, we are sorry if it was difficult for you to receive satisfactory responses from our team, the run up to Christmas is an exceptionally busy time for all conveyancers and so it can have an effect on our response times, if the content of the responses was not satisfactory then again we do apologise, and we will certainly ensure that we look into that internally and liaise with the team about this so that we can make improvements going forward.
When we say that we will update you periodically, what we mean is that we will provide responses as and when there is something to update you on. As many of our updates did advise you, we were waiting on updated legal documents from other parties before we could proceed. We will always aim to provide an update when asked, but until we hold what we need to progress matters there is nothing further we can update you with. We will not necessarily be able to provide regular weekly updates and this is also clarified in a copy of our FAQs & our terms of business, provided to you alongside the quotation. We say this in multiple places so that our clients expectations are managed as early as possible. That way they know that they wont always hear from us on a regular basis, but they will hear when we have further information and rest assured this does not mean work isn't happening in the background. It is in our interests as much as yours to progress the matter as quickly as we can.
Our team saw a very large increase in workload in a very short amount of time and to avoid an impact on our service levels we put processes in place to help balance the sudden increase such as hiring new staff, creating new documentation and halting instructions for a short period of time. However, none of these are quick fixes and so we do apologise if you did not see a benefit from this.
We do extend our sincerest apologies if you followed through on the complaints procedure by emailing the head of department and had no response, as mentioned previously, it is an exceptionally busy time and so some delays to response times will be felt, during this period. Please rest assure, we will speak with Sebastian regarding this.
We work very hard to ensure that all our clients fully understand what to expect, especially when it comes to staircasing as it is such a niche process, and this is why we have many documents we provide to all of our clients at the outset of the process, clearly explaining what we must have in order to proceed to completion. All documents are provided to the clients alongside their quote, resent with the initial email from the solicitor and they are always readily available to download on our website. We do this so that clients feel like they have as much knowledge on the process as possible.
Again, we are very sorry to hear that you were not satisfied with the experience, as the last thing we want is for any of our clients to feel more stressed throughout the process
If you wish to discuss things in further detail, then please email our complaints email directly on complaints@owenpaulo.co.uk and a member of the team with review and respond to you accordingly.
We are happy to hear that the process when through and we wish you all the best for the future.
Kind Regards,
Owen Paulo
Unbelievably poor experience
Unbelievably poor experience, no response to emails, they don't chase up enquiries and just leave things until I chase them. I've done much of their work for them.
Please don't use them, and don't believe their patronising and inaccurate responses to reviews.
12. joulukuuta 2024
Oma-aloitteinen arvostelu
Vastaus yritykseltä Owen Paulo Legal
Hi Sue,
Thank you for taking the time to leave a review. Firstly, let me say we are sorry you have had a poor experience and you feel as though you have done most of the chasing. Unfortunately, as we only have your first name, we are unable to find your transaction to review and back up your claims and make any formal comment, although as you have admitted that chasing needed to be done, I trust you will appreciate that as a firm acting for you, and you only, we cannot force any other firm to respond to us in any timeframe.
If a member of the Owen Paulo team have caused any issues that has created a problem for a client, then we will certainly take responsibility and look into where improvements can be made going forward. Based on your comments, I am to believe that you have read the responses to the other reviews we have received (good and bad) and can therefore see that we have taken responsibility for some points. However, we will never take responsibility for anything that is out of the hands of our team as we do not believe it is fair that we should. We are not the only party involved in the transaction and can only go as quickly as every other party.
If statements are made on a public forum regarding our firm that we do not believe are 100% accurate (although we will always appreciate that a person is entitled to feel how they wish to regarding their experience, especially with a process that sees heighted stress levels) then we will defend our firm and our team.
If you wish to discuss your transaction further then please contact complaints@owenpaulo.co.uk or visit our website to see our complaints procedure. A member of the team will review your complaint and respond accordingly.
We wish you all the best for the future and once again we are sorry for any poor experience you have felt during your transaction.
Kind Regards,
Owen Paulo
5 Stars for Lorraine
Lorraine was excellent, from start to finish on my recent house sale! Keeping me updated, even when there wasn't an update so to speak but just keeping me in the loop. We didn't have the easiest solicitor on the buyers side but with Lorraine's perserverence we got there in the end. 100% recommend this company but especially Lorraine
13. syyskuuta 2024
Oma-aloitteinen arvostelu
Vastaus yritykseltä Owen Paulo Legal
Hi Hannah,
Thank you for taking the time to leave such a lovely review. We are delighted to hear that you had such a great experience of your sale with Lorraine!
We will make sure your comments are passed on to her as i am such she will love to read them.
We wish you all the best and please do not hesitate to reach out for any future conveyancing needs.
Kind Regards,
Owen Paulo
Overall it was a really good…
Overall it was a really good experience, Isabel contested a not very favourable clause when I was staircasing and provided a good explanation of the legal jargon I was not familiar with. The HA were pretty slow to respond to anyone so I can only thank the team for getting me to completion. I had also overpaid them and they refunded me same day
1. elokuuta 2024
Oma-aloitteinen arvostelu
Vastaus yritykseltä Owen Paulo Legal
Hi Emma,
Thank you so much or taking the time to leave a review.
We are so happy to hear that you had such a good experience with Isabel & the Staircasing Team. Staircasing, as a process, isn't really spoken about enough in our opinion, and so we have worked really hard to ensure that we are clear and concise with the information we give.
We wish you all the best for the future and please do not hesitate to reach out for any future conveyancing needs.
Kind Regards,
Owen Paulo
Christina, Laura and Joel are amazing!!
We had the pleasure of dealing with Christina, Laura & Joel for our property sale & purchase I cannot fault them at all. They are efficient, helpful, knowledgeable and very friendly. they ensured our purchase/sale went through within our time frames due to personal reasons and kept us well informed and up-to-date with our transactions the entire time.
cant fault them. I would recommend them to everyone/anyone!
1. heinäkuuta 2024
Oma-aloitteinen arvostelu
Vastaus yritykseltä Owen Paulo Legal
Hi Rebecca,
My apologies for the delay in responding, I was not informed of your review!
Thank you so much for taking the time to leave us such a lovely Review. I will pass your comments onto Tina, Laura & Joel, who I am sure will be delighted to read them.
Your recommendation is greatly appreciated and we hope you have settled into your new property well.
Kind Regards,
Owen Paulo
Awful experience with Owen Paulo
I had a great experience with Direction Law over a decade ago, which prompted me to instruct Owen Paulo. I foolishly believed that when taking over Direction Law Owen Paulo would maintain excellent customer service. I was wrong. Upon paying fees I was given an information pack advising new clients to be patient with time frames of communication - this should have been a red flag. Like others who have complained, I have been frustrated by the lack of communication. The communication is so poor that I have had to intervene and obtain information myself. For this reason I have withdrawn my instruction and have found an alternative solicitor. The difference between my current solicitor and Owen Paulo is worlds apart. Absolutely awful service.
1. kesäkuuta 2024
Oma-aloitteinen arvostelu
Vastaus yritykseltä Owen Paulo Legal
Hi Mel B,
We are very sorry to hear that you had such a bad experience with your House Sale.
With regards to your experience after you instructed Owen Paulo, please note that we do not advise clients to be patient with communication, but we do advise clients to be patient with the process. The process of selling a resale property is not quick, and many clients are, rightfully, very eager to get the sale completed. However, there is a legal process that has to be followed and as such, we contact all our clients at the very beginning of the process with clear information as to what the process is, what they can expect, where delays can crop up, and an estimated timeframe for the process. My apologies if this was misunderstood.
On top of this, we do also have an automatic response which advises our clients of estimated response times for email communication. As a conveyancing firm, your solicitor and their assistant will get a lot of communication from various parties on each of their files. As such, immediate responses are not always guaranteed. We note your comment about this being a red flag for you, however, we do respectfully disagree as we believe that ensuring our clients have clarity on what to expect, is vital.
Again, we would have to respectfully disagree with your statement of 'Absolutely awful service', looking at your file, I am not really sure what else we could have done. When you initially instructed us, you did not have a buyer, and no buyer was confirmed until very recently. So there was nothing further we could have done to progress your file until an MOS was issued, a copy of which we never received all the while you had instructed us.
Upon contacting your housing association for an MOS they advised that your potential buyer had not reached out to them to provide the necessary documents so no sale was approved. Therefore, our hands were tied in what we could do as, without a buyer, we are very limited.
Our advise was for you to not spend money on the management pack until a buyer has been found and confirmed by the HA, this is because the documents included in the management pack have an expiration date and so ordering it too soon before a buyer is found means there is a risk of having to spend money on a new one later in the process. However, you requested we go ahead with purchasing it and so we did, as was requested.
We do apologise if you were not satisfied with the communication, however, I can see in the file that all your emails were responded too, sometimes the same working day, although there was a delay of a couple of days in 1 instance due to sickness, which upon returning to the office the assistant clarified and apologised.
Once again, we are very sorry to hear that you were not happy with the service that we gave, unfortunately, looking at your file, I cannot see that we could have done anything different. We responded to your queries, provided information on what to expect and did as you requested where it was possible for us to do so.
We wish you all the best with your new solicitor and if you wish to take this further then please email complaints@owenpaulo.co.uk
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