Verified review
This review has been left by a verified client who used Bryan & Armstrong.
Karen Barton
Collected on:
Problems
The service was good apart from being asked four times if I was going to settle the account even before I had actually seen my will. First at the initial meeting, then by telephone when I booked the 2nd appointment, then whilst I waited in reception for my husband to go through his own requirements with the solicitor and then just as we were to leave even befire we were actually provided with an invoice. The invoice received after payment was taken stated that I was given 14 days to pay.
You should be clear at the start of interview regarding payment and perhaps take a deposit.
We were never offered a hot or cold drink at any of the meetings. We are offered drinks everywhere else we go even at our bank !
Also my husband is over 80 has walking difficulties and needed the loo to be told that you didn't have one and that he would need to go to your other office. To be honest this is not satisfactory and not acceptable.
This puts off both me and John from wanting to use the services of Bryan and Armstrong again in the future.
A representative from Bryan & Armstrong responded to this review on 06 May, 2025:
Dear Mrs Barton Thank you for taking time to share your concerns. We note that you were happy with the service that Grace offered except for our requirement to settle our invoice and our facilities. We will take on board your comments and we do have regular staff meetings, where we will consider how we can improve our overall client experience. To some extent we are limited by the layout of the office which is why we do not offer toilet facilities at our Albert Street office due to the proximity of the toilet and access to them being by steep stairs. We note that your husband has difficulty walking and please note for our clients who are disabled we do offer home visits free of charge. Notwithstanding your experience on this occasion, we do hope that you will consider using our services again in the future. Kind regards, Catherine Walker
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