The Legal Ombudsman (LeO) has highlighted a concerning trend in its annual report, revealing that residential conveyancing now accounts for nearly a third of all complaints it receives.
This represents a significant portion of the total 2,197 complaints accepted in the past year. Conveyancing has rapidly risen to become one of the top complaint areas, second only to family law.
For many people, buying a house is one of the most important financial transactions they will ever make, so it is particularly troubling that the process is generating so much dissatisfaction.
We look at what are the main complaints with conveyancers, what is causing the poor service levels and how these can be improved.
A growing problem for conveyancing
In the most recent LeO report, complaints related to conveyancing represented approximately 33% of all cases.
This is not just a small spike in numbers but rather a worrying trend that highlights how widespread dissatisfaction has become.
This is not an isolated issue. Previous yearly reports have also shown that consumers frequently express frustration with conveyancers, often citing a lack of communication, delays, and poor customer service as the root causes of their dissatisfaction.
What were the most common complaints?
A closer look at LeO's report reveals several common themes that can help explain the poor service quality.
This included:
- Poor communication: The most significant issue raised by consumers is poor communication. Many clients report that they were left in the dark about the progress of their cases, with little or no updates from their conveyancers. In some instances, clients even complained that they struggled to get a response when they did reach out.
- Delays in process: Conveyancing is often criticised for the delays and length of time is takes to complete house purchases. These delays not only affect clients' confidence in the process but also result in additional costs, such as higher mortgage rates, missed deadlines, and in some cases, failed transactions.
- Failure to progress cases: Another complaint that emerged in the LeO report is the failure to take proactive steps in progressing a case. Some conveyancers failed to follow up on necessary actions or were not sufficiently diligent in chasing up missing information.
- Inadequate advice and information: Clients have also reported instances where conveyancers did not provide adequate advice or failed to explain critical aspects of their transactions. For instance, one case involved a leasehold property where the conveyancer failed to inform the buyer of escalating ground rent fees, which ultimately impacted their ability to remortgage or sell the property in the future.
Why is service so poor and how can this be improved?
A spokesperson from Taylor Rose, a national conveyancing firm, discussed the main factors contributing to poor service in the conveyancing sector.
One major issue is the high workload and understaffing within firms. Conveyancers are often "overwhelmed by the volume of cases they handle", which leads to burnout and negatively impacts the quality of service provided.
Another factor is the pressure on firms to reduce costs, which can result in less time and fewer resources being allocated to each case. This cost-cutting approach, while benefiting consumers in terms of lower fees, often leads to a diminished service experience.
The absence of standardised practices and the lack of modern technology also contribute to inefficiency and delays, as firms struggle to manage cases effectively.
To improve service, Taylor Rose recommended:
- Better training for conveyancers, focusing on both legal expertise and customer service.
- Increased use of technology to streamline processes and provide more transparency.
- Clearer communication with clients about expectations and updates.
- Consumer education to help clients understand the process and when to raise concerns.
- Industry-wide standards to ensure consistency and better oversight across firms.
By addressing these challenges the sector could provide a more efficient, transparent and satisfying experience for clients.
