How to complain about your conveyancer

Hopefully this is something you will never have to deal with when using a conveyancer, if you follow the previous posts instructions it should help avoid having to complain about your chosen conveyancer.

Step one - write to your case handler or email them the issue you are unhappy about.

I would recommend that you first have a conversation with the person in the firm who is dealing with your case first. Email them as it is best to have a written record of your discrepancy to fall back on if first contact about the complaint is not successful.

If you are not getting anywhere with the case handler

If the case handler isn’t dealing with your discrepancy as you would like it to be dealt with then ask to speak the manager or owner or if the firm is large enough the complaints manager. Refer the emails you have sent to your case handler and ask him to intervene. Go through the complaint with the manager/owner or complaints manager.

Usually at this stage the complaint will be resolved.

The last resort if you are still not getting anywhere.

Solicitors/conveyancers are regulated by either the SRA (Solicitors Regulation Authority) or the CLC (The Council for Licensed Conveyancers). Once you have established which one, then you can go to their website. You should only contact these regulators if all else has failed with the discussions you’ve had with the firm itself .

Solicitors are made to take out a professional indemnity insurance to cover any financial loss due to negligence. If the fault could not be resolved and you’ve contacted the regulator, the case could be then referred to the Legal Ombudsman who will look at the case and make a decision if there is negligence on the solicitor’s part.

If it is found that the firm was to blame for any financial loss, a claim will be made on the firm’s professional indemnity insurance so that any financial loss you suffered is paid back to you.

This final stage isn’t a fast process as files and evidence will need to be reviewed before any decisions are made.
In some circumstances the solicitor/conveyancer will decide to rectify the issue themselves after you've told them you will contact the regulator, as the regulators could impose further penalties. Also the firm will be contacted by the regulator and asked to supply files, case records, etc. This is very time consuming so the regulator will give them another opportunity to come to terms with you before taking the case on themselves.

Our next post will be about searches, what they are and what implications they could have on your purchase or even sale .