Daniel Wan

Scam. Ordered a shed. The Shop app only say they got order. Email address don't work and phone number is to a mobile number that no one answers. Got a friend to visit their 'warehouse'. It was photoshopped. Just getting refund off credit card.

Alex has been very good to deal with. He is happy to answer and deal with any questions I have, and is a pleasure to deal with. I have full confidence in Alex to manage the family's rental properties going forward.

My situation was to remortgage from one bank to another, and Enact was chosen by the new bank to do the conveyancing.

In essence, the main problem I had with Enact is that although they received not just the mortgage offer from the new bank and also the redemption statement from old bank, they never did anything with those documents(i.e. one Enact department received it but did not forward to the case handler, or case handler didn't do his job)! Either way, this meant the completion date to switch from one bank's mortgage to another got severely delayed, and I had to go on the old bank's expensive standard variable rate for several weeks.

Enact operates an online portal and it allows you to message the case handler directly. However this service is unbelievable poor as you don't get replies for days. I appreciate people do get busy but quick replies like 'sorry we're really busy and it will be 2 days before we can look at your enquiry and respond'. However I never got that and that was another area of complaint with Enact.

Another complaint was that Enact knew what the completion date was however never bothered to inform me that they haven't received the mortgage offer or redemption statement, and so can't complete the remortgage on the planned completion date. If they had simply informed me that these two important documents have not yet been received I would have been more than happy to do the leg work myself. The only reason I found out the remortgage hasn't happened was after 2-3 weeks(after the proposed completion date) when I didn't get any mortgage documents from the new bank, I queried with Enact what happened which took them 2 days to respond to say nothing has happened as they were waiting for mortgage offer from new bank! I was so livid.

After a lot of effort in my side and the very slow service by Enact the remortgage happened 7 weeks late, and I ended up paying c£550 in higher interest payments from being on standard variable rate rather than the lower rate provided by new mortgage from new bank.

I went through Enact's complaint process (which is really slow itself) and basically said it was not their fault. They did give a small amount in compensation as their final response. I wasn't happy with this and so took them to the legal ombudsman. They sided with me as they can see from the details I've given that Enact are clearly at fault and said the compensation should be significantly higher. Legal ombudsman said they have extremely high cases for them to process, and said with my case being clear cut in favour kindly asked me if I wanted to quickly settle with a significantly higher amount of compensation. With me being a nice person and rather wait many more months for a resolution, I agreed to settle as I wanted to draw a line under the amount of stress I faced in dealing with Enact.

My summary of Enact is very good online portal but really bad service, many errors, slow response to reply to messages, and rubbish customer relations service.

Great service. Website was easy to use, test came through fine, instructions were easy to follow, and results came in a timely manner. Great value.