Conveyancing Solicitors Complaints - Poor Service

If you suffer poor service at the hands of conveyancing solicitors, here's the course of action you should take:

Step #1 - Contact the Conveyancing Solicitors Direct

All conveyancing solicitors have a procedure for dealing with complaints.

There will be someone (normally a partner of the firm) who is in charge of handling complaints and you should be given their contact details without contest.

It's best to go "on the record" and setout your complaint in writing.

If you don't want to write a full-blown letter, there is a "resolution form" provided by The Law Society (the body that governs conveyancing solicitors) that you can fill-in and send instead.

The "resolution form" is available from:

• Most Citizens Advice Bureau.
• Law Society Consumer Complaint Hotline (0845 608 6565).

Once you've made your complaint, you should receive a detailed reply from your conveyancing solicitors within 28 days.

If you are not able to get satisfaction (or the conveyancing solicitors are ignoring you) it's time to go to step 2...

Step #2 - Contact the Solicitor's Governing Body

The Law Society governs all conveyancing solicitors and they have a Ombudsman you can contact for help.

The Law Society should:

• Explain politely & clearly how they'll deal with your complaint.
• Ask your conveyancing solicitors for an explanation and then comment on this.
• Help you & your conveyancing solicitors to reach an agreement.
• Keep you informed about any investigations they're making on your behalf.
• Reply to any correspondences you make within a reasonable time.

Before you contact them, read their instruction booklet.

If the Consumer Complaints Service do not:

1. Acknowledge your complaint within 5 working days,
2. Respond and update within 20 working days of this acknowledgment,
3. Satisfactorily help you resolve the issues you have with your conveyancing solicitors,

Then it's time to go to step 3...

Step #3 - Contact the Legal Services Ombudsman

If you're not happy with the way The Law Society dealt with your complaint you can, in turn, complain to Zahida Manzoor CBE (she's the Legal Services Ombudsman for England & Wales).

Conveyancing Solicitors Complaints - Your Bill

Complaints of this nature are time sensitive so it's bet to contact the legal complaints service as soon as possible.

They will give you details of the procedure for getting your conveyancing solicitor's bill independently checked.

Conveyancing Solicitors Complaints - Negligence

The Law Society will only help if you're complaining about poor service from conveyancing solicitors.

They cannot help if you've suffered financial loss due to a conveyancing solicitor's negligence!

They cannot help if you wish to complain about someone else's conveyancing solicitors' conduct or behaviour.

If you have suffered financially at the hands of conveyancing solicitors your only option is to sue them for compensation.

All conveyancing solicitors carry professional negligence insurance and (contrary to popular belief) there are solicitors that specialise in suing other solicitors.

Some like The Claims Connection even operate on a "no-win, no-fee" basis and will give you free legal consultation to determine whether you have a viable case to bring against your conveyancing solicitors.

The Legal Ombudsman complaints service can give you a list of lawyers that specialise in bringing compensation cases against negligent conveyancing solicitors.

Licensed Conveyancers - Complaints Procedure

If you have a complaint about your Licensed Conveyancer, follow the same guidelines as I've detailed regarding conveyancing solicitors.

However, there is one difference:

The governing body for Licensed Conveyancers is The Council for Licensed Conveyancers. You must contact them (not The Law Society) where appropriate.

Conveyancing Solicitors - Complaints Conclusion

Making complaints against conveyancing solicitors & Licensed Conveyancers is tough work.

Solicitors do not have the best track record for dealing with complaints (although, since the Government rapped them over the knuckles they seem to be getting better).

If you are really having a bad time with your coveyancing solicitors, consider contacting one of the independent consumer bodies for help.

The following organisations have a wealth of experience for you to draw on:

• Which?
• Citizens Advice Bureau
• Law Centres Federation
• Trading Standards Central
• National Consumer Council