“So bad I just cancelled the process and chose a more expensive mortgage with my current lender.
I was trying to switch from Co-Op to Nationwide because Nationwide offer a slightly better rate.
Was referred to enact because they’re the default option for conveyancing if using Nationwide.
Communication is terrible - if you send an email they don’t read it, if you ask a question they don’t answer it, if they want to communicate with you, they make you log into a portal to download a document which is incorrect and doesn’t answer the question.
You get different accounts of what needs to be done via:
* A web chat in the case tracker - a mix of automated reminders and a team inbox - they’ll email you multiple times to log in and then read a pointless message
* A task tracker in the case tracker - says what’s done and what’s left to do - would be helpful if correct, but it isn’t
* Documents you’re asked to download from the case tracker - letters that tell you to do something which the WebChat didn’t tell you to do and the task tracker said didn’t need to be done.
When I upload documents I’ve been asked for there is no log of me having done so.
They also email you and say to email a ‘donotreply’ email address (see picture) if you have any problems. If you email this address it replies saying that it isn’t monitored.
I just gave up. If you value your time over a small saving on rate I wouldn’t bother.”
“At the rate this company is doing my conveyancing I will have paid my mortgage off before the transfer is completed. Service has been poor from the start. Same questions repeatedly asked despite answers already given, they have had my redemption figure for 9 days and no update. Repeatedly ignored my messages for updates and calls. Very poor service.”
“This experience has been absolutely diabolical from start to finish.
What was meant to be a straightforward remortgage has turned into a completely avoidable mess caused by what I can only describe as sheer stupidity, inexperience, poor communication, and a shocking lack of urgency. I was repeatedly told everything was fine, everything was on track, everything was “handled”… only to find out, at the worst possible time, that it wasn’t.
No one took ownership. No one gave clear answers. Every interaction brought a different explanation, none of which lined up. I was left completely in the dark while things that were meant to be time-sensitive were clearly just not being progressed properly.
And the reality is this: I’m the one paying for it. Literally. Financially and emotionally. Higher costs, avoidable delays, and an unbelievable amount of stress that could have been prevented with basic competence and communication.
In the end, I had no choice but to step in myself and chase multiple parties just to get the truth and stop things from getting even worse. That is not what you expect from legal "professionals". In fact, it defeats the entire point of having them. I cannot express how unprofessional, uneducated and misinformed they are.
I am genuinely shocked at how badly this was handled. It feels like I’ve had to do their job for them just to get a simple outcome over the line, while suffering the consequences of their mistakes. Both the current and new lender confirmed we were ready to go ahead on time but they needed sign off from the solicitors who requested the mortgage statement on the day of transfer!!
I would strongly think twice before trusting them with anything time-sensitive or important. I certainly won’t be again.”
“I completely agree with all the messages here stating the negative experience. The mere lack of customer service manners is shocking and when you point out the number of calls and chasing etc their response is that this is the process. I wrote to them to complain about one thing and they completely (and repeatedly) mischaracterised what I was complaining about, clearly demonstrating failure to properly understand customers’ point of view and take the appropriate steps to improve services. Not to mention the dismissive tone of their responses. Unfortunately I had no choice but to have to deal with them as they were acting on behalf of NatWest with whom I have remortgaged. I’m horrified however that such prestigious banks rely on these firms. In the long term there will be no return customers, I for one will think twice about remortgaging with NatWest when my current product expires. Absolutely NOT recommended. Stay away and save yourself masses of stress!”
“They should change their name to "Inept". I have experienced all of the delaying tactics described by others below: Repeatedly asking for the same form, claiming that we'd signed it incorrectly the previous times, but not explaining how it was incorrect. Sending us emails saying we can track the progress of our application by clicking on the following link, but not providing the link. Saying we hadn't sent back forms that we had sent back and only discovering them in some drawer somewhere a week or two later.
When will Barclays realise that this is company is a joke and take their business away from them?”
“THE WORSE SOLICITOR I HAVE EVER DEALT WITH. NO COMMUNICATION, NO ANSWERS. NO DATES. ASKING FOR HARD COPIES OF LETTERS, WHEN EMAILS HAVE BEEN SENT. ASKING FOR ANSWERS THAT HAVE BEEN ANSWERED. SHOCKING.”
“Awful customer service, you basically have to do their job for them, I've been phoning daily to get a remortgage complete, everytime they palm you off, never call back and nothing gets done.”
“Fabulous service, holly helped me out with everything I needed and made the transition so easy. The online portal is brilliant aswell, keeps you up to date with how quickly it’s moving and you can upload everything into that very simply.”
“Completely incompetent - no efficiency or communication. Forced to work with them due to having a mortgage with Barclays. Sent me repeated spam emails with the same information, up to three times a day. Meanwhile requesting documents I have already sent over and over. I assume due to not having continuation in their email threads and therefore missing information. Sent emails saying “please see link” without including a link. Poor spelling and grammar, rude and just generally incredibly unhelpful. Have been tearing my hair out trying to communicate with this company. Avoid at all costs.”
“We missed our completion date, and no one told us this was going to happen. The reason for this was a document that wasn't sent from other lawyers - not your fault. But we were assured a week before the remortgage everything was moving along just fine and no complaints. There didn't seem like any sense of urgency to complete on the requested date. Customer services even told me to go chasing the other lawyers (do their job for them).
You also added lots of fees which weren't clearly explained. 90 pounds for a you didn't get back to us in time fee. "Fee for Complying with a Restriction" how are we meant to know there was a set date to respond to you by and that this meant we would incur this fee.
I would actively encourage people not to use your service. These complaints are not directed at the case worker - I believe they have set up a system to churn out remortgages without care and charge fees. This is how you make money. Please be better at communicating with clients that delays are happening. I should not have had to put in so much work to get this over the line.”
“As others have said - utterly useless! Enact are still in the process of arranging a simple remortgage and have been doing so for 5 months now. Terrible communication, tell me one thing, the mortgage broker something else, and the bank something completely different! Has cost me a fortune whist waiting on my current lenders standard variable rate and is still not resolved.”
“only gave 1 star as unable to give zero
application been in since january and are now asking for a solicitor to confirm they have witnessed the witness !
utter shambles - no accountability, two complaints made neither have been acknowledged or actioned”
“I would avoid using these at all costs! Total lack of communication with the property I am buying, which originally started in February! Myself and the sellers solicitors have sent emails with no response trying to chase for a completion date. Totally frustrating and definitely not a company I would EVER recommend or use again!”
“And absolute joke. They've been processing my remortgage for two months, after almost daily chasing they finally responded one message - asking yet for another document. I feel like all my messages and call requests are going into a black hole!”
“I can only support what has been mentioned by the previous reviews. Extremely slow process. The communication non existing. I needed to explain the same issue 6 times to different people. My remortgage has been with them for more than one month and it is still not resolved.”
