Mr Blore was excellent to work alongside in getting to a result that both parties were happy with. His information and help was clear and precise but delivered in a friendly way. This made getting t... See more
Company replied
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Whilst talking to Mary, she was extremely patient and understanding of what I am going. Taking the time to allow me to explain and giving me time to 'gather myself'. Mary gave me important informatio... See more
Company replied
Everyone I spoke too has gone above and beyond what I have expected.there were compassionate and understanding , and did everything were could too help resolve the situation.the one lady I spoke too... See more
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Company details
Written by the company
Established in 2009, Ascent Performance Group Ltd is one of the UK’s largest specialist debt recovery law firms. The firm has experience across all major areas of debt recovery, collections, mediation, litigation, field services, enforcement, and mortgage lender services. Our clients consist of many of the UK’s leading players in banking, including both secured and unsecured lenders, together with other global and UK blue-chip companies in the private sector.
Contact info
United Kingdom
- ascent.co.uk
4.5
Excellent
584 reviews
Replied to 66% of negative reviews
Typically replies within 1 week
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Amazing customer service…
I had an amazing customer service experience today from Alfie at Ascent Legal. I had called for feedback on a decision to be made by mortgage lenders with regard accepting an offer of payment of mortgage arrears to avoid possession of my home. You can well imagine how distressed I was as it was Friday. I would have to be in suspense the whole weekend as this feedback had not arrived.
Alfie was not only polite and respectful but he empathised with me and my circumstances. He would not go off the line until I had stopped crying.
Just when he had managed to calm me down he took the time to check over and over again for the email.
It arrived just when we we had finished the call. Had it not been for his patience, kindness and show of empathy not to talk about going the extra mile would have led to a sad story. I had palpitations at this point. I thought his colleagues Naomi and Susanne had been great at their jobs but Alfie had really restored my faith in humanity.
Thank you for your kindness Alfie.
9 June 2023
Unprompted review
Reply from Ascent
Hi, Thank you so much for taking the time to leave review and for your kind words! We're glad that you've had a positive experience with Ascent, and Alfie will be recognised for his compassion and kindness towards you, along with his colleagues.
Kindest Regards,
Hannah
Customer Experience Officer.
Natalie made me feel very relaxed when…
Natalie made me feel very relaxed when here today. Very understanding compassionate lady.
21 April 2023
Unprompted review
Reply from Ascent
Good afternoon, We’re pleased to learn that Natalie made you feel relaxed and was very understating. We will make sure these kind comments are passed on. Kind regards, Stephanie Nunn, Customer Experience Team.
Reply from Ascent
Thank you for taking the time to review your experience with Ascent. I am pleased to see that you have received 5* service from Ascent. I can assure you that your kind comments will be passed on to Claire. Kind regards, Stephanie Nunn, Customer Experience Team.
Caring staff
Had a fantastic calling today spoke to Alfie Drysdale if I had to describe him it would be CARING- UNDERSTANDING - WILLING TO Liston SUPPORT AND ADVISE a asset to any company made me feel good was VERY supportive gave fantastic advice and support
6 April 2023
Unprompted review
Reply from Ascent
Thank you for taking the time to review your experience with Ascent. I am pleased to see that you have received 5* service from Ascent and it's great to hear that Alfie was caring and supportive. I can assure you that your kind comments will be passed on. Kind regards, Stephanie Nunn, Customer Experience Team.
Nigel was exceptional
13 April 2023
Unprompted review
Reply from Ascent
We’re very thankful that you have taken the time to make us aware of your experience with Nigel, I will make sure your comments are passed on to him. Kindest Regards, Stephanie Nunn, Customer Experience Team.
I am very happy with all my enquiries
I am very happy with all my enquiries, company doing absolutely perfect jobs.
6 February 2023
Unprompted review
Reply from Ascent
Thank you for taking the time to review your experience with Ascent. I am pleased to see that you have received 5* service from Ascent. I can assure you that your kind comments will be passed on to the team. Kind regards, Stephanie Nunn, Customer Experience Team.
Sarah was a huge help
Sarah was a huge help. Not an only understanding but professional and supportive in finding a solution to the problem and looked into various options to both support and resolve.
Would highly recommend.
Thanks again
27 January 2023
Unprompted review
Reply from Ascent
Good Morning, we’re really pleased to learn that Sarah was such a great help when reviewing your case and helping you to find a solution. We will make sure these kind comments are passed on. Kind regards, Stephanie Nunn, Customer Experience Team.
The advisor Claire was very helpful and…
The advisor Claire was very helpful and knowledgeable. She really helped me
22 December 2022
Unprompted review
Reply from Ascent
Good Morning, We’re pleased to learn that Claire was such a great help when reviewing your case. We will make sure these kind comments are passed on. Kind regards, Steph, Customer Experience Team.
Made me feel very relaxed
8 December 2022
Unprompted review
Reply from Ascent
Thank you for the positive review, it’s really great to hear that the team made you feel relaxed. We’ll be sure to pass on this feedback on. Kind regards, Stephanie Nunn, Customer Experience Team.
Fantastic service
Fantastic service. Rebecca stott is a credit to the team. Went above and beyond to resolve my mortgage arrears issue.highly recommended
7 December 2022
Unprompted review
Reply from Ascent
We’re pleased to learn that Rebecca went above and beyond to help you, and I will make sure that these kind comments are passed on to her. Kind regards, Stephanie Nunn, Customer Experience Team.
Reply from Ascent
We’re very thankful that you have taken the time to make us aware of your experience and pleased to hear that the team were understanding and made you feel at ease. Kindest Regards, Stephanie Nunn, Customer Experience Team.
Adviser Claire M was exceptional
Adviser Claire M was exceptional - I feel lucky that she was my adviser - she made the whole process painless and stress free. She even took the time to follow up my case. She was amazing.
8 November 2022
Unprompted review
Reply from Ascent
Hi, Thank you so much for taking the time to leave us a review. We're so happy that you had a great experience with Ascent and I will ensure that your kind words and appreciation are passed on to Claire.
Kindest Regards,
Hannah
Customer Eperience Team
Ashley from Mortgage Services …
Ashley from Mortgage Services has been great every time I've called this week, which has been a lot as trying to finalise my redemption. He has taken the time to explain things, answer my questions and put my mind at ease. He's found out information for me that he didn't need to but really helped me feel more settled about what i need to go and what happens next. He's helped with the next steps when another company hasn't been as open and up front
28 October 2022
Unprompted review
Reply from Ascent
Hi, Thank you so much for taking the time to review your experience with Ascent, it's greatly appreciated! I'm so glad that that Ashley was able to assist you in any way that he could and helped to put your mind at rest. Please be assured that your kind words will be passed on to him and the team.
Kindest Regards,
Hannah
Customer Experience Team
Nigel was friendly and informative &…
Nigel was friendly and informative & made me feel at ease which is what’s needed when you’re talking about money worries. He was understanding of my situation and pointed me in the direction of other places that could help online. Felt relieved to get things sorted, thanks again
25 October 2022
Unprompted review
Reply from Ascent
Hi, Thank you so much for taking the time to review Ascent, we really appreciate it! I'm really glad that you're happy with the experience that you have had with us and will ensure that Nigel is aware of your kind words.
Kindest Regards,
Hannah
Customer Experience Team
Made to feel at ease
Made to feel at ease and sign posted to all the places needed to help in supporting paying off my shared equity. When explained about my dyslexia helped to explain things in more detail for me to understand and even when I had a death in the family offered Me support.
10 October 2022
Unprompted review
Reply from Ascent
Hi, Thank you so much for taking the time to review Ascent. I'm so glad to learn that our team made you feel at ease thorughout the process and supported you when needed. I will ensure that your kind words are passed back to the team.
Kindest Regards,
Hannah
Customer Experience Team
The individual I spoke with was very…
The individual I spoke with was very professional, empathetic and explained everything clearly. She was excellent.
20 September 2022
Unprompted review
Reply from Ascent
We’re very thankful that you have taken the time to make us aware of your experience and pleased to hear that the team were understanding and helpful. Kindest Regards Rebecca Stott Customer Experience Team.
Utterly incompetent
Utterly incompetent. Frequent emails go unanswered. Just robo-texts that it's imperative to call them, then wait on the line for someone to pickup. No joined up back office or ability to resolve things. Couldn't recognise most basic issue, and had to pester them to do most basic follow-up.
29 July 2022
Unprompted review
Reply from Ascent
Hi Mr Kramer we’re sorry to hear you felt this way. We always welcome feedback from customers, so we’ll review this communication to look at how we could improve. If there is anything else Ascent can assist with moving forward please get in touch either by calling 0330 123 0379 or you can e-mail me at complaints@ascent.co.uk Kind regards Rebecca Stott Customer Experience Team.
Very helpful service
27 July 2022
Unprompted review
Reply from Ascent
We’re very thankful that you have taken the time to make us aware of your experience and pleased to hear that the team were understanding and helpful. Kindest Regards Rebecca Stott Customer Experience Team
I spoke with a guy called Rob who was…
I spoke with a guy called Rob who was very thorough an very helpful more so than Santander who are just woeful. I would certainly recommend anyone with issues with their lender speaking to Ascent
Mike
26 July 2022
Unprompted review
Reply from Ascent
Hi Michael. Thank you for the positive review, it’s really great to hear that the team have been so helpful. We’ll be sure to pass on this on to Rob. Kind regardsRebecca Stott Customer Experience Team.
Yassar explained everything to me
Yassar explained everything to me, he was understanding and patient when I told him about my mental health struggles. I cannot praise Yassar enough, he made me feel very much at ease, he was very well spoken, professional, understanding, patient, helpful and non-judgemental
21 July 2022
Unprompted review
Reply from Ascent
Hi Caroline. We’re pleased to learn that Yassar was such a great help when reviewing your case and happy that they put you at ease. We will make sure these kind comments are passed on. Kind regards Rebecca Stott Customer Experience Team.
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