Complaining about conveyancing solicitors

colandton

Hello all. I was wondering if anyone could provide me with a little bit of advice. This is my first time in buying a home and therefore first time using conveyancing solicitors. Let's just say I hope that my next time is better! I've heard a few horror stories from friends' experiences of conveyancing, but went with the solicitor recommended to me by by mortgage advisor. But I am very unhappy with the service to say the least! :mad:

To cut a long story short, I have already made the decision to complain in writing about the service. I have read on the internet that people are often rewarded with compensation. Now I not one of these people who is always after compensation for this and that, so it feels very alien to me. And I have not suffered any monetry loss. However, the whole episode has greatly inconvenienced me and I think that charging what they've charged for such a vastly inferior service is a joke. So quite frankly, yes I would like some money off my bill - I don't think they've earnt it...

What I want to know is, does my complaint letter specifically have to refer to the subject of compensation and how I feel I deserve it, for them to write back and offer it me. Or if I just write a general letter about their incompetence and how it has affected me, will they be likely to offer it me? This may sound silly, but I'm just not sure which line to take when writing the formal complaint.

Many thanks to all in advance :A
Col

libf

State the ways in which you were unhappy with the service which you received and then see what the response is.

ACG

When I used to deal with complaints at a bank, it was always preferred when the customer stated what they want, otherwise we could be miles apart.

Dont forget a large propertion of your bill, will be costs incurred by the solicitor (searches etc). So the £1k or so you paid them is not all theirs.

Thrugelmir

Outline the main issues that arose.

alchemist.1

Outline the issues and let them know you want money off the bill for the lack of service. Peoples expectations and reality tend to be a lot different.

Waiting until you receive the final bill and the matter is complete before complaining may sound like you're trying it on.

colandton

Thank you for all your replies so far. They are much appreciated.

In reference to what alchemist.1 said specifically, I was going to leave it until the conveyancing was finished before making my complaint, as I do not want the bad will it may cause to have an effect on my completion (I am worried enough about them getting their act together in time for this as it is!). So what is the norm in people's opinions - to send a complaint during or after the conveyancing? And do they send you a final bill post completion usually? It is at that point that I propose to contest it.

Many thanks :beer:

nidO

Without you being willing to outline what actual problems you're having people aren't going to be able to suggest specifics.

If you wait until the work is done and they present you with their final bill and you complain at that time, depending on what the problem you feel exists is they may just tell you that the time to complain about it was at the time the problem arose so that they would have the opportunity to actually do something about it, rather than just waiting until you get the bill and wanting money off.

colandton

Hi - thank you! It really is a huge string of things: they never return calls or e-mails, they say they've sent things out in the post and they arrive a fortnight later, they took over a month to acknowledge my mortgage offer, telling me it hadn't come through when they mortgage company said that they had contacted them and I even confirmed this myself several times, letters arriving late with incorrect information on and so they have had to be sent back...

The incompetence has just been ongoing but I suppose I am so worried they will use my complaint against me and push my case even further to the back of the shelf if I complain now. Not to mention the the fact that I am sure they will handle what little is left of my case with equal lack of care and so therefore there will be more to complain about by the end of the letter. I do have major complaints outlined in the letter which have occured very recently, so in that respect, it is still being written and isn't finished.

libf

Sounds like a normal conveyancing experience to me...

Thrugelmir

Complain now and meet face to face. Little point in letting the situation drag on. Only a small part of your bill will be legal fees. So don't expect a huge discount!

Shanti0912

Colandton this sounds similar to what I've experienced.

I put in an offer on a house on 10 August and was accepted. I instructed solicitors 11 August received a call from a trainee the next, missed her call, returned her call and left a voicemail. I received the usual client contract and questionnaire, client check paperwork and returned that the next day. Nothing then happened until mid-September when I was told by a secretary that the file had apparently sat on a desk and forgotten. Despite me sending three emails, four or five phone calls, one to the head of the department and two letters not once have they returned my calls, emails or letter nor answered any questions.

Finally yesterday, 15 October I received the searches received by them on 25 September (some ground water flood risk 250m away) although the conveyancer recommends I talk to my surveyor or have more searches done. I feel this is a delaying tactic as the sellers are now on holiday for two weeks although both parties stressed we wanted to be exchanged and completed before they went on holiday.

The letter addressed to me in Surrey asks me to phone the office to arrange an appointment to call in to see the conveyancing exec ... they are in Norwich! This letter was dictated early last week I know this as the secretary I spoke to when I called on 8 October read this letter to me. She thought the paragraph asking me to call in to the office was daft and said someone obviously hadn't read the file. That, it turns out, was her boss the head of the conveyancing department.

I am going to write a letter of complaint to the Managing Partner and ask for a reduction in their costs, I don't mind paying the disbursements incurred, but I feel I have had poor service ... in fact ... appalling and non-existent service.

Sorry for going on so long ... and high jacking someone else's post but I needed to have a whinge to someone and I wanted to let Colandton know they weren't the only ones. And, yes, if you feel you have had poor service ... complain!

Good luck and if anyone has any words of wisdom for me I would be most grateful