Latest update: Convey Law have once again been asked to send the management company the Stock Transfer Form for me to be officially a shareholder in the Freehold of my property.

I was sent the results of the completed searches on the property I was purchasing

My mortgage broker issued a complaint on my behalf. Convey Law offered me £200 which I chose not to accept as I felt this did not reflect the stresses I had endured to their poor service.

Due to the horrendous communication and slow progress of Convey Law, my mortgage broker who seemed to be the only person looking after my interests submitted the following formal complaint:

I am wondering if you can offer some assistance on how we proceed with lodging a complaint on this case now that it has completed, in terms of the solicitors handling of the case.



This was originally looking to exchange back in February but there were all sorts of communication issues from Convey Law and both ourselves and the clients were struggling to get hold of them – see chain below. Charlotte did help to get things moving and our priority was to get this over line in the interests of all parties, however it caused quite an amount of stress and the client was at risk of losing the property due to the lack of information from the client’s solicitors. We do appreciate that there was a long term sickness issue with the solicitors but it was disappointing that things did not appear to get fully picked until Primis Conveyancing stepped in, and then the client had to re send all his documents again as these appeared to have been ‘lost’. Additionally, this was set up for exchange in February, yet in March there were requests for further information which included revised gift letter, and an additional indemnity at a cost of £430 – the client had to pay this as the vendor would not but if things had been handled properly this should have all been picked up already by the original case handler, and had there not been delays the vendor may have been more willing to negotiate around this fee.



When we have recommended a firm of solicitors via your panel we are expecting a level of service, we would like an apology and explanation to be sent to the client and some sort of compensation for the inconvenience, stress and overall delays and extra work to needed by all parties to get this completed.



We would like to stress that Claudia, who did take over the case eventually, seemed to understand the importance of getting things done and chasing, once Jon had intervened to reiterate the importance and issues (we had also had some delays where the solicitor said they were waiting for Natwest to approve documents but Natwest then advised that they had not received them when the solicitors advised they initially sent them).

A Completion date was agreed

After Claudia had taken over, she told me that there were still outstanding documents, have these documents had already been signed and posted twice.

It has now become very suspicious that Convey Law have lost my documents.

A new person has gotten involved in my transaction named Claudia Bediako

Status: 28/02 - We have received further proof of funds information requested by our team from the client, we are reviewing that this is satisfactory, we await a copy of our client's Contract in the post, confirmation from the Lender that they are happy to proceed with the gifted deposit information and ensure our client is happy with all enquiries raised. We will continue to keep our client updated.

Over the course of the next 5 days I was under a lot of pressure from solicitors and vendors to exchange, however Convey Law were uncontactable and appeared to be avoiding my calls.

I asked to speak to Rebecca but the reception team seemed unsure what her situation was and who was dealing with my case

I paid my deposit however there was a missing signed contract which needed to be posted.

I printed, signed and posted this on the following Monday.

I was requested to send my deposit via bank transfer.

I couldn't find the bank details.

The template email said that the bank details were in the welcome pack. However, I did not receive a welcome pack.

I asked Convey Law for the bank details but didn't receive a reply.

I had to call the office to get the bank details to send my deposit.

Convey Law told me that the documents had not been received despite me posting them.

I thought this was strange and at the time assumed I must have made a mistake with the address as up until now everything had been fine with Convey Law, but what came afterwards now makes me think they could have lost my documents.

I said I would sign them and post again and also asked for an update on the indemnity reviews.

I also asked if they could check a document I had attached before I posted it to ensure it was filled in correctly.

I didn't receive a reply.

Rebecca asked if I was in the processing of completing the documents and posting them back.

I confirmed they had all been signed and posted that day.

I received the same documents again included the Deed of Covenant.

The typo was still on the document.

I noticed a name had been spelled wrong on one of the documents. I informed Convey Law for this to be amended.

I didn't receive a reply.

The property chain and solicitors began discussing moving dates.

I asked Rebecca whether she had heard anything and should we agree a date.

I didn't receive a reply.

I received a batch of documents f

Due to my mortgage company requiring an indemnity policy, Convey Law offered to review the policy arrangement for an additional fee of £100. I accepted

My mortgage application was approved and Convey Law were notified by the Lender

Rebecca requested an update on my mortgage application and whether it had been confirmed

I asked Rebecca Johnson if anything was needed from me to keep things moving forward as I hadn't heard anything in a couple of weeks

Stating:

Conveyancer: Rebecca Johnson - 01633 261251

Author: Rebecca Johnson

Status: we await deed of variation
reported on searches, we await replies to enquiries - these have been requested.
Memorandum of Sale processed 19/08
No ID on file
Welcome pack not received.
Draft contracts chased

I was unsure on what was required due to Deed of Variation.

Rebecca explained that I will require indemnity insurance, usually paid by the vendor

Another set of revised answers was received from the vendor's solicitors.

After Convey Law received a response to their title enquiries and notified me of the responses.

After being asked to upload documents, I was contacted by my solicitor from within Convey Law who was Rebecca Johnson

This was the first of many notifications which always said the same thing. But if I were to reply to it nobody would respond:


The Case Status has been updated for your property transaction:

Transaction: Leasehold Purchase - £ 445,000.00

Conveyancer: Rebecca Johnson - 01633 261251

Author: Rebecca Johnson

Status: awaiting searches .
Memorandum of Sale processed 19/08
No ID on file
Welcome pack not received.
Draft contracts chased

Convey Law were instructed to sell my property