Dutton Gregory

This was the second time we've used Dutton Gregory in as many years and we will always use them based on these 2 experiences. On this occasion, Gareth and Issie were absolutely amazing! Helping us complete on our first buy to let, they were patient, kind, friendly and incredibly responsive, even to stressy emails and phone calls when we were panicking about some detail! We cannot express our gratitude enough to them, absolute credits to their firm and their profession. Thank you! Dan and Sarah

Solicitors are not generally known for their attention to customer service. But when handling my conveyancing, Dutton Gregory reach a new low, tarnishing the reputation of all solicitors everywhere. My solicitor went on holiday not once, but twice, at crucial points in the process, including two days before exchange. Nobody contacted me to tell me this - I found out that my buyers were ready to exchange from my estate agent - and everyone seemed surprised that I should expect it.

A simple email would have done, explaining that my solicitor was away, when she would be back and who was handling my file in her absence. It's not rocket science, it's easy. Instead, I was left with urgent and important legal questions and nobody to answer them. Let me repeat - I found out that my buyers were ready to exchange from my estate agent!

Not the solicitor that I was paying over a grand to handle the legal side. She didn't even know, because she was on holiday! When I complained, I received a haughty email from Sarah Sams, a partner at the firm, offering no apology, defending and justifying everything that had happened, and saying, ". it is not possible not [sic] notify all client's [sic] individually when a member of staff is due to take annual leave." This is such obvious nonsense that it beggars belief that anyone would write it.

It would take less than 10 minutes to send an email to a list of clients. The problem isn't just that this wasn't done, it's that nobody at Dutton Gregory thinks it is worth doing. Sarah Sams' email displays the root of the problem at Dutton Gregory perfectly. It comes from the top. Nobody cares about customer service there - they don't even know what it is.

So this dreadful vacuum where customer service should be isn't going to get better, because the partners at Dutton Gregory cannot see it. As a result, they provide a lazy, complacent service, accompanied by an arrogant, high-handed manner. If you make the mistake of using them, expect the bare minimum, low interest in your situation, late responses or no reply at all to emails and messages, and your solicitor disappearing without notice with no cover. Only gave two stars because they did actually manage the simple task of doing the admin for the sale. Otherwise it would've been one.

Having recommended Dutton Gregory for a few years they've recently assisted me with a remortgage, sale and purchase, with another family sale progressing currently. Can't fault any of the team, Paul & Frankie have primarily looked after these transactions and been on hand to assist and answer queries quickly. Always the best service from Dutton Gregory even during a pandemic and the ever increasing expectations from many clients.

I had heard so many horror stories about solicitors for moving house but Clare made our purchase of our first home so straightforward. Response times were so quick (often minutes). Will be recommending to all our friends.

Gareth Fullbrook was absolutely amazing and went above and beyond to get us to exchange. Our chain was challenging but he was available to take our calls anytime and did everything he could to get us moved. Thank you Gareth and Paige, we'd definitely recommend you!

We have been disappointed by the service provided by Dutton Gregory. Understandably we've been in a pandemic! It took a long time to get started with the process (likely pandemic related); we used our estate agent to get information from our solicitor; we didn't get regular updates even if the status remain unchanged. In the end we finalised the sale on time, but it could've been a more pleasant experience.

We instructed Dutton Gregory for conveyancing services on the purchase of our new house. Paul Sams and Amy Briscoe were fantastic from start to finish. Paul was very informative and supportive with some issues we had with the developer, which put us at ease. We can't thank them enough for being very friendly and helpful. Highly recommended!

I received excellent service from Rebecca East in the purchase of my first home, she kept me informed at all stages and made me feel extremely at ease throughout the whole buying process.

Critical: Professionalism, Responsiveness As an old Page Gulliford and Gregory client I would except at least to have my two phone calls returned, even if they are too busy to take on my work. Nope nothing, no call no explanation. Sad but I'll use someone else sadly. Maybe this is what happens when you sell out to a company that doesn't understand personal service.

I've been dealing with Gareth Fullbrook for almost 15 years now. I've been hard pressed to find a better conveyancer. He's quick, efficient & responsive. I'm sure I will be using him for the next 15 years.

A truely horrendous experience, do not go anywhere near this firm, this particular person was unproffessional, rude, abrupt arrogant and aggressive in her approach. All parties in our sale commented how poor they were causing much stress and anxiety!

Just now Would be giveing them 1 star I payed 6500 for an occupation order they knew I couldn't win, even the barrister on the day said it was a waste of time, now 2 years on they want a further 500 off me, discussing firm arrogant communication would not reccomend them to anyone, you need a solicitor then go to Jacob's and reeves 100% genuine, this firm are rip offs. This feedbacks been removed once I will do it 100 times a day if I have too.

We have been dealing with Paul Sams & team who carried out conveyancing for the sale of our old house and the purchase of the new. Their service and professionalism is excellent, Paul or his team always returned calls speedily and replied to emails promptly, I once emailed Paul on a Saturday evening not expecting a reply until Monday, I was so astounded at receiving a reply straight away, amazing!

I can highly recommend Dutton Gregory and will be using them again on another matter. Their advice is professional /clear and understandable. Thanks again for great service. Kind Regards Chris & Gaynor Stowers.

Dear Paul Sams, I would like to express our deep gratitude for all your, and your assistant Megan's, help and support in the conveyancing for our sons flat. This was the first property that my wife and I had bought for some 30 years and our sons first property. From the beginning of the conveyancing process you talked us through the steps and made everything clear.

The flat purchase hit some problems when the lenders administration went astray on completion day. The constant support and updates from you and Megan made a stressful and difficult time more manageable. I know that between you both you spent over three hours trying to sort things out with the lenders call centre in India! Finally with your persistence you found a contact to a manager at the lender who managed to sort out the issues for us.

Without your intervention I am sure we would have gone round and round in circles talking to different people in the lenders call centre. I am sure you have many clients but throughout the difficult time we experienced it felt that you were there working with and for us. We would and will be highly recommending you and your firm to anyone seeking professional and personable legal advice. With thanks and deep appreciation. Daniel, Tina and Andrew Monaghan