Zero customer service
We paid nearly £3,000 for a report to be updated from this company.
The original report had a typo on it, which no one noticed, and honestly neither did we. However someone noticed when we sold the property, and they demanded £500 to fix their error, a 10 minute job.
Absolute extortion.
They also do not have a phone number you can call. No complaints handling process. No response to emails for days or even weeks.
Their management of staff leaving results in sending emails to empty inboxes - no auto responder, no forwarding to relevant team/ queue for processing.
In fact when we realised that, we emailed the relevant inbox (fire@) as directed by the voicemail on their phone number - which also doesn't have any such management. I found this out when I copied in another email address (info@) that they stopped using fire@ - another terrible mishap.
So far this has cost us £30k in extra holding costs, as we cannot complete the sales without their report, and they are not responding to requests for their error to be updated.
Has been over a month since I got a response from info@, over 6 weeks since I first emailed the organisation.