Changing conveyancer (within same firm)?

lippykid

Hi - I'm looking for some advice about how I can request getting someone else to deal with my property purchase because I'm not satisfied with the person dealing with it at the moment.

Long story short, I hired a solicitor who had been recommended to me and she was very good, but she left to go on maternity leave (I wasn't told she was pregnant when I hired her; if she had told me I maybe would have gone with an alternative recommendation since I knew it was going to take a long time to sort everything out). My case was given to someone else with the same firm who is a conveyancer rather than a solicitor. The purchase is really complicated (leasehold, property management company in administration) and has been dragging on for four months now with no end in sight, and the conveyancer never replies to my emails or phone calls. The only time I get told about any progress is when she's out of the office (which she never tells me is going to happen and I only find out when I get her out of office email response) and someone else deals with the case for a week! The solicitor who takes over in the interim is not a residential property solicitor but still seems to be a lot better at keeping me informed and chasing people up.

Is there a 'nice' way to ask if someone else can take on the case? Who should I ask in the firm if it can be transferred? I'm getting really anxious about the purchase taking so long and being so complex, and as the conveyancer isn't telling me anything that's going on, it's not helping! For all I know she's doing tons of wonderful work but as I get in touch with her once a week by phone and once a week by email and never hear anything back, how would I know?! Or do I just need to sit tight and trust that people are doing their jobs?

irishcol

Next time you phone and don't get to speak to your assigned conveyancer, just ask to speak to the senior partner. Explain to him that you are concerned that you are never able to speak to your conveyancer, and that the delays are leaving you at risk of the purchase falling through.

He/she should take your complaint seriously and get back to you shortly with an update of the case. If he tells you that it is all in hand (and gives you a specific reason why it's taking so long), then you can rest a bit easier. If not, then you can ask if someone else, who has got the time to deal with it and keep you informed, is available to take over.

Don't just sit back and let conveyancers "get on with it" - they will inevitably focus on the other cases they've got, where the client is continuously pestering them.

propertyman

There is nothing worse than a helicopter client.

Or conversely the vanishing professional.

Ideally both need a broad outline of the issues & the various stages and a realistic timetable and triggers ( a needs to do b, but c may happen etc).

I would suggest a simple email saying

"that over x weeks and y emails and calls I/we are now extremely nervous over the progress of the purchase.

Can you please reassure us by explaining what steps need to be taken by whom and when, in order to exchange. What is your expected date of exchange of contracts?

Are there any issues which to date have not been addressed to your satisfaction?

Are there any issues on which you need specific advice guidance or further investigation outside your scope or expertise?

Are there any matters on which you are waiting on our input?

I have called your office today and understand that your movements are .... and therefore I must ask that you reply as above by Z. ( Thursday lunch is long enough)

We may be in good shape but we have not had further information since ...date. I hope you can therefore understand our nervousness and that it is you who we ought to be able to rely on and trust to help us through this process. "

And then if they don't, research their complaints procedure or the managing partner to refer it to them.

I would also put it in a letter and fax it over- some firms will scan such a letter and flag it up as a potential issue.

lippykid

Thanks both - that's really helpful. Seems like posting here was maybe part of the answer to, I got an email back about an hour after I posted this. I'll bear your suggestions in mind though if communication stalls again - it's so frustrating!!