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★★★★★ 1/5
TrustpilotA more painful process than necessary
A more painful process than necessary
We decided to use Neilson’s to sell our Edinburgh flat and subsequently buy our next property as we'd had a reasonable experience in the past.
The sale side went relatively smoothly until it was passed from the sales team to the legal department. That's where hope goes to die. To illustrate, our buyers had also engaged Neilson’s to conduct their business. You'd think this might grease the wheels of communication. It did not.
Communication was not up to scratch. Phone calls not returned and extremely slow at responding to emails. At one point a senior partner was going to call me regarding the frustratingly bad communication. Even that did not happen. A hassled sounding para legal eventually phoned me at 6pm while I was out for a family event.
After accepting an offer on my flat, I was passed on to several different people whilst the process was ongoing. This was quite unsettling. From Claire to Kara to Anne (to Robert and back to Anne due to annual leave). An out of office automatic email informed me that my solicitor was now on maternity leave. I had to contact the office to ask with whom I was now meant to be dealing as it really wasn’t clear.
Errors were made. An email regarding our buyer’s offer contained a letter of offer for a different property and client. Just a ‘sorry for that’ and an explanation that I would not receive an offer letter due to the buyers also using Neilson’s.
I was almost overcharged by £650 had I not repeatedly questioned my paralegal regarding the Land and Building Transaction Tax (LBTT). I was purchasing a house that was currently office premises (to be reverted to residential). She was insistent that the amount due was dependent on what the building would become rather than what it was currently. This is not correct. It was a trainee that checked with a senior partner and came back to me swiftly saying that I was correct. On the day before the removal van turned up (29/07/24), a Neilson’s FOR SALE sign appeared outside our main door, joining the existing 'SOLD' sign WITH OUR FLAT NUMBER ON IT. My partner immediately removed the sticker. A heart stopping moment. A call confirmed this was an error and it would be removed. We moved out of the property on 31/07/24. At time of writing this review (8/10/24) BOTH signs are still there!
Six weeks after we had accepted an offer on my flat, an email arrived at 9pm advising the buyers were asking us to reduce our price (their offer) by £5k. 9pm! No sleep took place and then a frustrating Friday and a weekend waiting for business to supposedly recommence on the Monday morning (when there was silence). As stated before, the buyers were using Neilson’s. This should have been easier as it was 'in house', but trying to communicate in order to negotiate with the buyers was extremely frustrating and took longer than it should have. Being some way into our own purchase, we had no palatable option but to take a £5k hit.
In the end the sale and purchase went through, but what a massive headache along the way.
TCA · 10 October 2024 · Neilsons Solicitors and Estate Agents Edinburgh (162 St. Johns Road)
★★★★★ 5/5
GoogleExemplary service and support! Diane was extremely supportive in taking me through the property purchase process in Scotland which I wasn’t familiar with! Gillian continued the exemplary support when Diane went on holiday, as the purchase process progressed through to completion!
From start to finish it was a pleasurable process and I can’t thank the staff enough for their support🙏
Craig · 10 October 2024 · Neilsons Solicitors and Estate Agents Bonnyrigg
Agent replied · 17 June 2024
Thank you so much for taking the time to leave us such a lovely review, Craig! We are so pleased to hear your wonderful feedback about our Bonnyrigg team, and we are glad to hear you found the whole process seamless using Neilsons' services. We look forward to working with you again in the future!
★★★★★ 5/5
GoogleHuge thanks to everyone at the Bonnyrigg branch for all their help, support and advice during my house sale.
Everything went so smoothly and efficiently and Gillian & Diane were amazing at keeping in touch with updates, whether anything was happening or not.
Five star service all round.
Paul · 10 October 2024 · Neilsons Solicitors and Estate Agents Bonnyrigg
Agent replied · 17 June 2024
Thank you so much for taking the time to leave us this lovely review! It's so great to hear such wonderful feedback about the team, and we will certainly pass this on. Thanks again for choosing Neilsons, and we look forward to working with you again in the future, should you require our services!
★★★★★ 5/5
GoogleAbsolutely delighted with the service I received from Neilsons when purchasing my first home! Diane, Gill, and Sheila in particular went above and beyond to ensure that I was informed and supported every step of the way, from the initial consultation right through to post-settlement. Their expert advice, speedy updates, and thorough explanations made me feel completely at ease throughout the process, making a potentially daunting experience completely stress free. I cannot recommend this fabulous team enough. Thank you!!
Jodi · 10 October 2024 · Neilsons Solicitors and Estate Agents Bonnyrigg
Agent replied · 25 October 2024
Thank you so much for your lovely review Jodi! We're thrilled to hear that Diane, Gill, and Sheila provided you with such exceptional support during your first home purchase. Making the process stress-free is our top priority, and your recommendation means the world to us. Congratulations on your new home!
★★★★★ 5/5
GoogleNeilsons solicitors is the most reliable and highly recommended solicitor company. It has been an amazing experience for us from start till completion for buying our home.
Diane and Gill have helped us throughout the process. They were proactive, approachable, honest and above all, very supportive. This was the second time we have used their service and we specifically reached out to them, since we knew we can have peace of mind.
Thanks.
Ruchishila · 10 October 2024 · Neilsons Solicitors and Estate Agents Bonnyrigg
Agent replied · 25 October 2024
Thank you so much for your 5 star review! We are delighted to hear that you have found us to be the most reliable and highly recommended Solicitor firm. We're so glad to hear that you have had an amazing experience with Diane and Gill helping you through the process and that they were proactive, approachable, honest and very supportive. We appreciate you returning to use Neilsons and we hope to work with you again in the future. Thank you again for your very kind words.
★★★★★ 5/5
GoogleWe cannot recommend Neilsons highly enough. They have recently helped us buy a house in Bonnyrigg. We have relocated from the Midlands and they have been fantastic from putting in the offer right through to completion less than five weeks later! Diane, Sheila, Susan and Gill were very approachable, friendly and professional. Any queries we had were always answered promptly and they guided us every step of the way.
Sue · 10 October 2024 · Neilsons Solicitors and Estate Agents Bonnyrigg
Agent replied · 27 August 2024
Thank you for your fantastic review, Sue. We're delighted to hear that Diane, Sheila, Susan, and Gill provided you with such approachable, friendly, and professional service during your move from the Midlands. It's wonderful to know they guided you promptly through every step, from the Offer to completion in less than five weeks. Your recommendation means a lot to us! 💙 We'd love to help you further in the future, should you have any additional requirements. Thanks for choosing Neilsons and all the best in your new home meantime!
★★★★★ 5/5
GoogleThe Bonnyrigg office strike again! Amazing service once again from Diane, Linda and the team helping my daughter buy her first house; We won’t go anywhere else! They go above and beyond to ensure a smooth process.
Kenny · 10 October 2024 · Neilsons Solicitors and Estate Agents Bonnyrigg
Agent replied · 17 June 2024
Thank you so much for your kind words! We’re thrilled to hear Diane, Linda, and the team made your daughter’s first home-buying experience so positive. We look forward to assisting you with all your future needs, should you require Neilsons' services!
★★★★★ 5/5
GoogleThe team at Neilsons Bonnyrigg deserve more than 5 stars. They have all gone above and beyond during the process of selling our home and the purchase of our forever home. They say moving home is one of the most stressful times of your life, however it didn't feel stressful at all as they made everything easy and took any stress away. Would highly recommend this branch to anyone. Thank you to Diane, Gill, Susan and Linda. You all rock :)
Sarah · 10 October 2024 · Neilsons Solicitors and Estate Agents Bonnyrigg
Agent replied · 17 June 2024
Thank you so much for your glowing review, Sarah! We're thrilled to hear that our team at our Bonnyrigg branch exceeded your expectations and made the process of selling and buying a home stress-free for you. We truly appreciate your recommendation and will be sure to pass along your kind words to Diane, Gill, Susan, and Linda. We're here to help, and we're delighted we could make your experience a positive one. Thanks again for choosing Neilsons!
★★★★★ 5/5
GoogleFrom contacting Neilsons to completion of sale was about 7 weeks. Neilsons kept me informed at every stage of where we were in relation to the sale. The staff are all very efficient and also super friendly. The final bill was less than I expected.
Strongly recommend them.
Neil · 10 October 2024 · Neilsons Solicitors and Estate Agents Bonnyrigg
Agent replied · 17 June 2024
Thank you for your glowing review, Neil! We're thrilled to hear that our communication, efficiency, and friendly service exceeded your expectations. It was a pleasure assisting you through the sale process, and we appreciate your recommendation. We look forward to working with you again in the future, should you require Neilsons' services!
★★★★★ 5/5
GoogleNeilsons in Bonnyrig were absolutely fantastic! Their service is second to none. Gill, Susan and Diane were absolute delight to deal with.
As we were selling and buying at the same time, it was a bit stressful for us. Luckily our friend recommended them and we could not be happier with the service. They explained everything, made us feel like we were taking care of. All our questing were promptly answered. Excellent communication.
If we ever moved again, we know were to go for 100% best service.
Lukas · 10 October 2024 · Neilsons Solicitors and Estate Agents Bonnyrigg
Agent replied · 17 June 2024
We greatly appreciate your glowing review of Neilsons in Bonnyrigg! Gill, Susan, and Diane are thrilled to hear that they were able to provide you with exceptional service during what can often be a stressful process of selling and buying simultaneously. Your recommendation means the world to us, and we would be delighted to assist you again should the need arise in the future.
★★★★★ 5/5
GoogleMy neighbour was selling with neilsons so I thought I would go with them! First time selling and what an amazing and stressfree experience iv had with them! Not only they are very efficient with everything they do, each and every staff was impeccable! Such lovely friendly people. So I will definitely recommend neilsons to anyone!
Q · 19 September 2024 · Neilsons Solicitors and Estate Agents Bonnyrigg
Agent replied · 25 October 2024
Thank you so much for your wonderful review! We’re thrilled to hear that your first selling experience was smooth and stress-free. Your kind words about our team mean a lot, and we appreciate your recommendation!
★★★★★ 5/5
GoogleI've dealt with Neilsons in South Queensferry on two separate occasions for the purchase of property. They were professional, responsive and attentive throughout. Any concerns or queries that I had were quickly addressed and the process was as straightforward as possible. In particular, Claire Scott went above and beyond and was a pleasure to deal with always.
Daniel · 16 September 2024 · Neilsons Solicitors and Estate Agents South Queensferry
Agent replied · 23 October 2024
Thank you so much for your kind words, Daniel! We're thrilled to hear that you had a positive experience with our team. It’s great to know that Claire and the rest of the team were able to assist you smoothly. We look forward to helping you again in the future, should you require Neilsons' services!
★★★★★ 5/5
GoogleOur son is buying a flat for university in Glasgow, via a joint borrower sole proprietor mortgage. We had used Neilsons in the past, and found them to be excellent, so got in touch with Claire Scott this time.
Her advice and service has been excellent throughout, as we navigated a challenging process where we had to withdraw from a purchase due to an undisclosed major outstanding works, and look for another property instead, to really tight timescales.
Claire was calm, extremely efficient and helpful throughout, with great advice around offers, and negotiating terms. She helped us through some tricky obstacles along the way, and we couldn’t recommend her or Neilsons highly enough.
David · 16 September 2024 · Neilsons Solicitors and Estate Agents South Queensferry
Agent replied · 23 October 2024
Thank you for your kind words David! We’re delighted Claire provided the excellent service and support you needed. We appreciate your high recommendation and wish your son the best with his new flat in Glasgow!
★★★★★ 5/5
GoogleI recently sold my flat and received outstanding service from the Neilsons’ team.
They were on the ball from start to finish and really made everything stress and …
PlasticPele · 16 September 2024 · Neilsons Solicitors and Estate Agents Edinburgh (162 St. Johns Road)
Agent replied · 16 September 2026
Thank you so much for taking the time to share your positive experience with the Neilsons' sales team David! It's wonderful to hear that you received outstanding service throughout the process of selling your flat. It sounds like our team … More
★★★★★ 5/5
GoogleI have just concluded a sale house with Neilsons. they have been fantastic throughout, keeping me informed at every stage.
Kirsten has been amazing …
James · 16 September 2024 · Neilsons Solicitors and Estate Agents Edinburgh (162 St. Johns Road)
Agent replied · 16 September 2026
Thank you for your wonderful review! We're thrilled to hear that you had such a positive experience with Neilsons and that Kirsten was able to assist you so effectively. Your kind words and appreciation mean a lot to us. If you need assistance again in the future, please don't hesitate to reach out.
★★★★★ 5/5
GoogleNeilson's did a great job selling my property recently, Kirsten in particular was great to deal with, very polite and cheery which makes all the difference and made me want to deal with her/them again.
Andrew · 19 August 2024 · Neilsons Solicitors and Estate Agents Edinburgh (162 St. Johns Road)
Agent replied · 26 August 2024
Thank you so much for your kind words, Andrew! We're thrilled to hear that Kirsten and the team made your experience a positive one and that you were pleased with the service. We look forward to working with you again in the future!
★★★★★ 5/5
TrustpilotGreat service
Great service from start to finish with no hidden surprises. I was kept fully updated in the sale process without having to chase. I would recommend them for buying and selling, my negotiator Jade was informative and friendly but professional.
Eileen · 30 July 2024 · Neilsons Solicitors and Estate Agents Edinburgh (24A Picardy Place)
★★★★★ 5/5
GoogleI have just concluded a sale house with Neilsons. they have been fantastic throughout, keeping me informed at every stage.
Kirsten has been amazing
Pity I can only give 5 stars as they deserve more
Jim · 30 June 2024 · Neilsons Solicitors and Estate Agents Edinburgh (162 St. Johns Road)
Agent replied · 11 June 2024
Thank you for your wonderful review! We're thrilled to hear that you had such a positive experience with Neilsons and that Kirsten was able to assist you so effectively. Your kind words and appreciation mean a lot to us. If you need assistance again in the future, please don't hesitate to reach out.
★★★★★ 1/5
GoogleAwful experience. Totally untrustworthy. 2 members of staff in Folkestone office giving false information. Would never use this company
Tracy · 20 June 2024 · Neilsons Solicitors and Estate Agents Edinburgh (162 St. Johns Road)
★★★★★ 1/5
GoogleI have let my property through this company for the past 12 months upon checkout which I have to pay for my property has been left in a diabolical state. Yet they have continued to do viewings and wondered why nobody has taken the property. …
Storm · 20 June 2024 · Neilsons Solicitors and Estate Agents Edinburgh (162 St. Johns Road)
★★★★★ 5/5
GoogleReally happy with Neilsons with their support, advice and professionalism all the way, from Amy's initial visit to the house to Kirsten as our negotiator. Would recommend.
Jane · 28 May 2024 · Neilsons Solicitors and Estate Agents Edinburgh (162 St. Johns Road)
Agent replied · 11 June 2024
Thank you for your kind words and recommendation, Jane! We’re thrilled to hear that Amy and Kirsten provided excellent support and professionalism throughout your experience. Thanks again for choosing Neilsons!
★★★★★ 5/5
TrustpilotI was selling one property whilst…
I was selling one property whilst purchasing a new home, Neilsons helped immensely as stress levels did rise , as they do, yet we survived the ordeal. Anti-laundering rules were new to me yet once completed we could settle down until a week before moving. Everything went without any hiccups. We would recommend them highly and their fees were transparent and fair. Many thanks Neilsons 👍👍👍
Lee · 15 May 2024 · Neilsons Solicitors and Estate Agents Edinburgh (24A Picardy Place)
★★★★★ 5/5
GoogleI am so pleased with the service Neilsons have provided me when selling my house. Kirsten was 5 star from start to finish - always friendly and positive, kept me in the loop with any progress and made me feel reassured that selling my home was in good hands! Thank you Kirsten, I really appreciate all of your help!
Jade-Louise · 13 May 2024 · Neilsons Solicitors and Estate Agents South Queensferry
Agent replied · 13 May 2026
Thank you for taking the time to leave us a lovely review, Jade! It's so great to hear such positive feedback about the team, and we have passed your kind comments on to Kirsten and the rest of the team. Thanks again for choosing Neilsons, and we look forward to working with you again in the future!
★★★★★ 5/5
GoogleGreat team to work with. Very pleased with the outcome.
M · 13 May 2024 · Neilsons Solicitors and Estate Agents South Queensferry
Agent replied · 14 June 2024
Thank you so much for your 5 star review. We were delighted to work with you too - thank you for instructing us. We hope to work with you again in the future, should you require any further assistance :)
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