Complaints rise to 36% as communication and delays drive dissatisfaction
The Legal Ombudsman has raised concerns over increasing complaints in residential conveyancing, highlighting communication issues and unmet expectations as key drivers of dissatisfaction among consumers.
In its latest Spotlight report, the Ombudsman drew on casework insights to examine trends in one of the busiest areas of legal services. Residential conveyancing now accounts for 36% of complaints accepted by the organisation, up from 30% in the previous year.
The findings come despite the scale of activity in the sector. More than one million residential property transactions were completed in England and Wales during 2024/25, with the majority progressing without escalation to formal complaints.
The Ombudsman identified communication as the most common source of complaints. Issues often arise when clients feel under-informed about progress, particularly during periods where there are no updates. In many cases, delays are linked to third parties, but insufficient explanation can lead to frustration and repeated enquiries.
Unclear or unrealistic expectations also contribute to dissatisfaction. The report noted a mismatch between consumer expectations and actual transaction timelines. While property purchases can take around 17 weeks on average, some consumers expect completion in significantly shorter periods.
Complaints tend to arise at specific stages of the process. These include the initial instruction phase, where expectations are set; periods of inactivity where updates are limited; and the completion and post-completion stages, particularly during registration.
The Ombudsman emphasised that clear, timely and consistent communication can reduce complaints and improve client experience. Recommendations include setting realistic timescales from the outset, providing regular updates even when there is no new progress, and explaining delays transparently.
The report also highlighted the pressures faced by conveyancers, including high caseloads, fixed fees and reliance on external parties such as estate agents and the Land Registry. These factors can limit control over timelines and contribute to service challenges.
Chief Ombudsman Phil Cain said conveyancing plays a central role in the home buying and selling process but acknowledged that its complexity can make managing expectations difficult for consumers. He noted that the report aims to support providers in addressing concerns early and maintaining confidence throughout transactions.
The Legal Ombudsman has encouraged professionals to reflect on the findings and adopt practical improvements in communication. It stated that even small changes in how information is shared can enhance client satisfaction and reduce avoidable complaints.