Understanding consumer experiences of conveyancing legal services

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Understanding consumer experiences of conveyancing legal services (PDF 93 pages, 1.4MB)

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Background

Conveyancing is one of the most common legal services people use in their lifetime, with more than one million homes bought and sold every year in the UK.1

However, there are some concerns about the conduct of some solicitors and the quality of service they are providing, with high proportions of insurance claims2 and complaints to the Legal Ombudsman relating to conveyancing.3 There are also increasing risks for users of conveyancing services, as technology enables cybercrime and mortgage fraud.

The Government has acknowledged these problems and has committed to reforming the conveyancing process, to make it cheaper, faster and less stressful.4 The Competition and Markets Authority (CMA) also has concerns that poor transparency about price, service and quality is having a negative impact on consumer choice and competition.5

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  1. National Statistics: UK Property Transaction Statistics (January 2018)
  2. Reflecting on Solicitors Professional Indemnity Insurance (PII): Market trends and analysis of historic claims data, SRA (2016)
  3. Legal Ombudsman Complaints Data 2016-17
  4. Conservative Party Manifesto 2017 – "A Conservative Government will reform and modernise the home buying process so it is more efficient and less costly"
  5. Legal services market study: Final Report, Competition and Markets Authority (2016)

Infographic - Research findings