Jones and Chapman Greasby reviews

★★★★★ 1/5

Trustpilot

Terrible experience of dealing with Jones and Chapman, Heswall, their Area Manager and Head Office

Our experience of dealing with the Heswall branch of Jones and Chapman was disgraceful. Issues were as follows:- 2 occasions the house was left without the alarm being set by J & C following a viewing. We had previously instructed them to set the alarm every time and they had agreed to that. 1 occasion it was left unlocked by J & C and so totally unsecured without being locked or alarmed. This viewing had been carried out by the Manager himself. J & C took people into the property without notifying us prior to the visit.J & C notified us that an offer had been made on our property, that it was cash and there was no chain. After accepting the offer on this basis we found out the reality was that, it was a buyer with a mortgage and there was a chain! We instructed J & C not to put “Under Offer” on the board outside the house. They ignored this and put up an Under Offer sign. I rang the Manager at J & C to voice my complaint about the issues above, he said he would talk to the staff and get back to me. Despite numerous contacts to the offices I never heard from the Manager afterwards. I rang the head office, Connells Group, and spoke to a Compliance Controller in the Complaints Department. He then fruitlessly tried to contact the Manager of Heswall Branch. I was appalled that a Head Office complaints department could not get to speak to their own branch manager.The official complaint was then sent from the Head Office to the Area Manager in charge of the Heswall Branch.However the Area Manager also refused to respond to Head Office. Then Head Office wrote to us stating we had rejected the Area Managers response despite the fact that they had previously written to us to state that the Area Manager had refused to respond to the complaint. Head Office eventually submitted their final response to us, however even this was after the deadline we had been given for their response. We asked The Property Ombudsman to look at the case they stated:-I have supported the complaints that have been made and consider that the circumstances merit an award of compensation. My award will reflect the avoidable aggravation, distress and inconvenience caused to the Complainants. I accept there were shortcomings in the service provided by J&C.J&C have acknowledged that the information initially provided by the branch caused confusion. As such J&C have not fulfilled their obligations, under the TPO Code of Practice, in that they did not pass the correct information to the Seller regarding the Buyer’s financial status.In accordance with Paragraph 8h of the TPO Code of Practice, J&C were obliged to exercise reasonable diligence to ensure that, after any visit by them, the Property was left secure. I accept that J&C did not follow the Seller’s instruction regarding resetting the alarm.J&C have acknowledged that when the initial complaint was raised, calls were not returned despite requests from J&C’s Compliance Department for the branch to do so…….. J&C have further acknowledged that the Complainants did not receive a response to their initial complaint. The Complainants chased for a response and received a letter which stated that a further review would be conducted, however no previous review had been conducted. J&C have acknowledged that their Internal Complaints Procedure had been breached because an initial review had not been conducted. In accordance with Paragraph 14d of the TPO Code of Practice, J&C were obliged to acknowledge all written complaints within three working days and promptly undertake a proper investigation. A formal written outcome of the complaint had to be sent to the Complainants within fifteen working days of receipt of the original complaint. In accordance with Paragraph 14e..The Complainants did not receive a formal response to their initial complaint and as such were not informed of how they could escalate the matter. This significantly delayed the complaints process. All in all a terrible experience start to finish

Sandra · 8 March 2020

★★★★★ 5/5

Google

Very Professional and quality service! Thanks to the entire team (Greasby branch) and a special mention about Olivia- She has been very professional and friendly throughout in her approach and she had made us feel very comfortable through each stage providing regular updates. I haven't in the recent past dealt with such a friendly and caring estate agent. Thank you Olivia & Team...Keep up the great work!!!!PositiveResponsiveness, Professionalism

Amutha · 12 June 2022

★★★★★ 5/5

Google

We received fantastic service from Ashley the mortgage broker at Greasby branch. Answered all our questions and was always quick to respond via phone or email. Would highly recommend.

MB091507 · 13 July 2025

★★★★★ 5/5

Google

As a property developer, having a smart estate agent that knows what I am looking for and only presents properties to me that are truly interesting is a really valuable time saver, not to mention deal maker. I was fortunate therefore to stumble upon the great staff at Jones & Chapman Greasby who have consistently brought property onto my desk that matches my criteria. Furthermore, they manage to do it in a super friendly and yet professional manner. Not all Estate Agents are the same! Far from it, and for what it's worth, I don't think I've complemented one until now! Top marks to Claire and her team

Andrew · 13 June 2019

★★★★★ 5/5

Google

Massive thank you to Elkee at Jones and chapman for helping us find our first home! We’d been searching for almost a year until we got in touch with Elkee who found us our future home and she has worked non stop to get us into our home. Can’t wait to finalise on our property and will definitely be using Jones and chapman in the future!

Emma · 12 June 2022

★★★★★ 5/5

Google

Olivia is someone who actually makes you feel like they want to help you and want to get that perfect home for you! In this very demanding time in the market, Olivia has taken the time to understand and visualise what we want in a home, she has been a pleasure to deal with, extremely professional and super friendly, a real credit to the Greasby branch. Thank you!PositiveResponsiveness, Quality, Professionalism, Value

Joshua · 27 August 2021

★★★★★ 1/5

Trustpilot

Shocking service from the Letting Team.

Tim · 11 September 2026

★★★★★ 5/5

Google

We were very fortunate to have Olivia show us around a property recently. Having viewed other properties with other agents, Olivia was an absolute breath of fresh air. She was fully engaged, extremely knowledgeable, enthusiastic and very helpful. Jones & Chapman should realise they have a very important asset in Olivia.

Catherine · 12 June 2023

★★★★★ 5/5

Google

Jones & Chapman, Greasby what an amazing team and I can’t recommend them enough. From the moment I met with Claire who valued the house and gave excellent …

Shirley · 16 April 2025

★★★★★ 5/5

Google

Olivia Gosling is a credit to Jones and Chapman (Greasby). My requirements were quickly identified and appropriate properties were booked in. Olivia is straightforward honest and friendly and always on hand to give well considered advise. A great agent and a super agency to deal with. Well done Olivia.

David · 12 June 2023

★★★★★ 5/5

Google

Massive thank you to everyone at the Greasby branch especially Tom, Jackie and Claire. We bought our first house through Jones & Chapman and it was completely stress free due to the professionalism and communication between everyone. Thank you so much. Would definitely recommend and would use the Greasby branch in the future if we decide to sell.

Ben · 12 June 2022

★★★★★ 5/5

Trustpilot

Had a very positive experience with Ann…

Had a very positive experience with Ann the sales progressor at J&C Liverpool, what wasn’t the easiest (or shortest) of sales/purchase Ann was always on hand to answer any questions and was always updating me every step of the way.

Lisa · 7 December 2023

★★★★★ 1/5

Trustpilot

Absolutley extortionate

Absolutley extortionate. Over £3,000 in fees and the staff are of zero help.

Robert · 5 June 2026

★★★★★ 2/5

Trustpilot

First impressions count

I went into the Prenton branch to speak to one of 3 people. The young girl on the front desk went to the back and was followed out by a colleague This lady stood there not a hello, good morning or how can I help but stood there and shrugged her body as if to say “what do you want”. Un beknown to me this person turned out to be the manager. Well first impressions count and I was so not impressed. It felt like I had interrupted her. The ladies I have been dealing with have all been helpful but by god this manager needs to change her body language.

Joanne · 13 April 2024

★★★★★ 5/5

Google

I put an offer in on my first house today. Olivia has been the best help and very friendly. Olivia and Ben have both communicated amazingly and helped me feel at ease in this scary but exciting time. I would highly recommend this estate agents!

Shannon · 12 June 2023

★★★★★ 1/5

Trustpilot

I enquired about a property for sale…

I enquired about a property for sale via right move, I enquired again and again and got no reply, I then saw on the website the property had been reduced and called but they were permanently busy. I got through today to be told its now sold and when I mentioned the issue with right move they suggested I could have emailed them directly. So If you are a seller be warned, emails from prospective buyers appear to go missing and as a result you may then be wrongly told there is no interest and be advised to reduce the price, so by going with them you may receive less than you should . Buyer or rather seller beware

Duncan · 26 March 2024

★★★★★ 5/5

Google

Great service from our mortgage advisor Nicolas Cabo, he was personable throughout and really took the stress out of the process, always going the extra mile and helping us out with anything we needed, despite our... Unique circumstances. No hesitation in recommending his services to anyone looking to find a house, thanks!

Ben · 12 December 2023

★★★★★ 5/5

Google

James Evans was fantastic in dealing with our mortgage. He went beyond what would ever be expected, working tireless hours, and genuinely caring about our best interests. I would highly recommend James and commend him for his work. Can’t thank him enough.

Connor · 12 June 2023

★★★★★ 5/5

Google

Really impressed with the service we received when purchasing our house with Jones and Chapman. Olivia was in close contact with us throughout and has been so helpful and considerate in what can be a very stressful time. Would highly recommend.

Beth · 12 June 2023

★★★★★ 5/5

Google

We are first time buyers and would have been lost without Ashley Nettleton. Thank you for your assistance

Mick · 14 April 2025

★★★★★ 1/5

Trustpilot

One star is too much for this agency

One star is too much for this agency. Constantly asking to view houses and get no reply or get told the property isn’t open for viewing yet but then it’s taken a day later. Very unfair towards clients. Rude on the phone with a can’t be bothered attitude. Home owners, please stop using this agency!

Samantha · 2 February 2025

★★★★★ 5/5

Google

I have just completed the process of buying my first home. I first went to Ashley N at jones and chapman who made the mortgage process seamless we completed the full mortgage application within 2 days of having the offer accepted. He found …

M · 16 June 2025

★★★★★ 5/5

Google

Nick in Greasby provided an amazing customer experience and secured a mortgage offer very quickly and with little to no stress. I found him to be really approachable, supportive, honest and made me feel really valued as a customer. No …

Andy · 16 April 2024

★★★★★ 1/5

Trustpilot

I would give 0 star if I could

I would give 0 star if I could. I put an offer to a house in Little Sutton which they said the offer was accepted. I informed my solicitor, they asked for my funds, etc. Today (after a week later) the guy named “William Allanson” form Jones & Chapman called us saying “Sorry but there is a higher offer for the house”. I am so outraged. I now understand that they continued showing the house and getting new offers. This is unethical and unprofessional. Such companies and people should not be in the sector.

Dilek · 27 September 2023