Remortgage team email and phone issues: UPDATE

10 Dec 2018 | Firm news


Although our remortgage team continues to experience some issues with communication, significant improvements have been made in the last fortnight as we look to return to an undisrupted level of service as quickly as possible.

The disruption we are experiencing first arose following the relocation of our offices in Cardiff and subsequent complications surrounding our connectivity and IT/telephone infrastructure. These issues have taken some time to resolve but we do expect normal levels of service to resume shortly.

We apologise unreservedly to any clients who have experienced delays or struggled to contact their case handlers within the team as a result of these issues. As a top 100 UK law firm with a track record of delivering exceptional client service for nearly 60 years, we take our responsibilities to our clients very seriously. If you have any concerns about your remortgage case please do not hesitate to contact us on the dedicated number provided to you. You will be able to find this number on any correspondence you have received from us relating to your case.


16 Nov 2018 | Firm news

For the last four weeks Hugh James and Involegal have been experiencing intermittent telephone and email handling issues. These problems have been compounded by connectivity issues encountered during the relocation of our 750 staff to our newly built headquarters in central Cardiff.

Our remortgage department in particular has been adversely affected by these issues which have had a detrimental impact on our ability to handle large volumes of phone calls and emails.
We are working around the clock to resolve these issues and ensure our clients and brokers can communicate with our operatives to receive updates on their cases.

We apologise for any inconvenience caused by this disruption. Please rest assured that the quality of work done on all cases has not been compromised and we expect normal service levels to resume shortly. Our ability to handle call volumes and email traffic is improving daily.

Please see below the most straightforward ways to contact our different remortgage teams.

Involegal switchboard: 029 2039 1111

If you have any concerns about your case please do not hesitate to contact us.

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