Conveyancer Complaints?

Adly812

I followed my conveyancer terms of business and website instruction to voice a concern regarding my Conveyancers. It was due to lack of communication, time delays and failure to keep me up to date with what's happening. They state on the terms that usual work is completed in 12 weeks, it's now 15!
I write to the informal email address and my first sentence was. I'd like to voice a concern.....
I did not follow the formal complaints as I knew the complaint handler would take the file for 8 weeks to investigate.
I got a letter back from the Ceo, not answering my concern, just saying he'd pass my file to the complaint handler??!? I wrote back and said No please don't this will delay work even more.

He replied saying he believe I was making a complaint and furthermore said, I've now erroneously acted. Involving senior partners and costs will be involved ....
I'm stunned. I've read the conditions back and forth and it states nowhere you pay to voice a concern? He also wrote
"I will ask for the complaint handler to return the file to the team, if and when I get your undertaking that you erroneously complained and that you do not intend to raise a further complaint later on, regarding the same or similar matters!"


Does anyone else agree that his reply perceives duress?

parkrunner

Smb3088 wrote: »

I followed my conveyancer terms of business and website instruction to voice a concern regarding my Conveyancers. It was due to lack of communication, time delays and failure to keep me up to date with what's happening. They state on the terms that usual work is completed in 12 weeks, it's now 15!
I write to the informal email address and my first sentence was. I'd like to voice a concern.....
I did not follow the formal complaints as I knew the complaint handler would take the file for 8 weeks to investigate.
I got a letter back from the Ceo, not answering my concern, just saying he'd pass my file to the complaint handler??!? I wrote back and said No please don't this will delay work even more.

He replied saying he believe I was making a complaint and furthermore said, I've now erroneously acted. Involving senior partners and costs will be involved ....
I'm stunned. I've read the conditions back and forth and it states nowhere you pay to voice a concern? He also wrote
"I will ask for the complaint handler to return the file to the team, if and when I get your undertaking that you erroneously complained and that you do not intend to raise a further complaint later on, regarding the same or similar matters!"


Does anyone else agree that his reply perceives duress?

Let us see the original email in full.

G_M

If 'usual work is completed in 14 weeks', that means some will be complete in 10, and others in 18. And some in 8 and others in 20.

There is no fixed tme for conveyancig - it takes as long as it takes and there are many factors whch can arise and cause delay.

As for the response, I can see both sides. The recipient saw a concern and interpreted this as a problem requiring escalation, so passed it to 'complaints'. I also understand your own position, though if you had not wanted the problem escalated you should have stuck with addressing your 'concern' to the conveyancer handling your file.

You could try responding to the CEO without directly addressing his point:

"Thank you letter blah blah, kindly pass file back toconveyancer with request to expadite the latter and advise me of current point in the process, outstanding issues, estimated timescale etc etc"

Ignore the undertaking he requested completely. But it's a gamble as he may then leave it with Complaints.......

Adly812

Yes I responded and said, please keep my file with the Conveyancers for continued attention on it, as any delay will jeopardise my sale. I said my concern was in hope that his input of power would be enough to assure me my file was being worked upon and not deleted due to miscommunication. My letter was a concern of uncertainty towards the status of my case and what was being dealt with.
It is just taken far too long. And I get no advice.

They're the most useless firm ever and i won't be using them again. Cheap in the world of conveyancing sometimes turns out to cost expensive mistakes!! They're rude, respond an email either a letter about 12 days later.
My other solicitors I'm using to purchase with are unbelievable, answer within two hours and are clear and keep me posted all the way.