04/03/2024
I thought that both regulators required conveyancers to be transparency on fees on their website, also I thought it was a Trading Standards requirement an online quote calculators should not require clients contact details.
During our regulatory audit they highlighted that our online quote calculator required prospective clients to put in contact with details. Slap on hand, even though prospective clients had an option to email the quote to themselves or to click the ‘instruct now’ button, once clicked we had access to contact information. Also our quote calculator is, and was, integrated into our case management system.
I am not being funny here, but I need to know why when there is such a push on estate agents become more transparent on listings and offer material information on property listings. Yet in the conveyancing realm, there seems to be a different rule on transparency of conveyancing fees on the high street and another for high volume online conveyancing firms.
I have pushed our regulator on this issue and they have come back and said online conveyancers offer acceptable alternative fee structures on their site. During my preliminary research I never saw the alternative fee structures on the websites. And guess what? Within days The 'factory' conveyancing firms amazingly offered online alternative fees after I highlighting my concerns to our regulator and then for some reason these companies have now taken off their alternative fees off their websites. Funny that!
They were not there initially, hey presto appeared within days and now have disappeared. Why are the rules different for the high-volume online conveyancers?
I have also been looking at online conveyancing firms’ reviews and many clients are complaining about the quotes doubling on their transactions; I understand that whilst taking a transaction through to completion there might be additional incurred fees; usually it is an indemnity policy which entails a conversation with the client. But Archiving fee, open file fee, closing file fee, doubling indemnity fee charges, a fee for exchange and completion within 10 days, charging for clients for phone calls are abnormal and they are all charged without consultation with the client. The reviews make it very apparent that the clients are shocked at getting completion statement and see a doubling of fees.
These high volume firms quote low to entice and then do addons to pay for the referral fee they paid to obtain the business. One could call it cowboy conveyancing. Yes, I have come to the conclusion that cowboy conveyancers have free range, allowed to rope in the unsuspected and take clients to the slaughter house.
It worries me is that all of these tactics are harming the reputation of conveyancers and the legal profession. There are so many great conveyancing firms, offered a great service to their community for years, conveyancers who have integrity, yet we are struggling to get our transactions to completion because we can not contact the cowboys on the other side. Who is going to rope the cowboys in?