IT frustration.
Unfortunately, this is a negative review of Lucas and Wyllis. My experience was most unpleasant. I did indeed feel I was treated like a fraudulent shoplifter type, not a gentleman seeking a local conveyancer for my auctioned property.
The main frustrating problem was the identifying process, which I explained was, for me at least, impossible to progress.
As I had chosen a local conveyancer, I wanted to seek help in this process. Despite my many attempts, accomplishing this task was beyond my ability.
An appointment was made for Friday with the understanding that I would come into the office to perform this task either physically or biometrically, considering I was not knowledgeable or confident. I expressed my concerns about my online privacy and cybersecurity and not liking the idea of downloading apps or sharing my security information, being a victim of fraud some weeks back.
I was informed by the front office that I did not resemble either my passport or driver’s license. At that time, I had grown a beard and now dye my hair. I was then informed that we would pick up next week as this was 12:30 on Friday. I asked if there was something we could do now as I was already in the office and on medication, in considerable discomfort.
My complaint was taken seriously and professionally dealt with, but I simply needed a solution or a fix, not something so verbose.
Over the weekend, I was still trying to figure out how to do this identity process. I received a text message from the Coss support asking me to look in my spam folder to set up the onboarding portal, start info track, biometric verification, Android browser access phone, stuck in photo not progressing, quality issues detected, phone locked, validation failed.
Thursday 20th Aug 2026, Lucas & Wyllis dropped me as a client.
My complaint is not directed at any individual team member, simply the choice of their verification system. Unless you are a proficient IT professional, retrained and up to date, and determined, avoid this company at least till management resolves or uses another system. Avoid.
Respuesta de Lucas & Wyllys
Thank you for your review. We are sorry that you were unhappy with your experience, but some important context is missing.
As solicitors, we are required to verify every client’s identity before we can act. In this case, the difficulty was not simply the technology. When identification was presented in person, our colleague was unable to satisfy himself that the photographs were a sufficient likeness of the person presenting them.
An alternative biometric identity check was therefore offered. When difficulties were later reported with that process, we also offered further assistance at our Gorleston office. Ultimately, the biometric verification was declined, and we could not simply override our identification requirements.
We also reviewed the concerns raised about the way the client was treated in our office, including reviewing CCTV, and were satisfied that our colleagues acted professionally.
After considerable correspondence and attempts to find a workable solution, we concluded that we could no longer continue acting. No charge was made for the work carried out.
We are sorry the experience was frustrating, but we do not accept that assistance was not offered or that clients need to be IT professionals to use our services.
