The Legal Ombudsman (LeO) has today published a new Spotlight article, this time focusing on residential conveyancing. The article draws on insight from LeO’s casework to support service providers and improve consumer experiences across one of the highest volume areas of legal services.
More than one million residential property transactions were completed in England and Wales in 2024/25. While the conveyancing process may at times feel complex or frustrating for consumers, conveyancers play a central role in helping people navigate the legal and practical complexities involved in buying or selling a home. The process is designed to protect those buying and selling a home, and reduce the risk of problems arising after completion, but its complexity can also make managing expectations and communication demanding.
While the majority of transactions complete without issues escalating, residential conveyancing now accounts for 36% of complaints accepted by LeO, up from 30% in 2024/25. LeO’s insight shows that these complaints most commonly relate to communication, unclear or unrealistic expectations, and how delays are explained, rather than the quality of legal work.
This Spotlight identifies three key stages where complaints are more likely to arise: early instruction and expectation‑setting, periods where there is little or no update to share, and completion and post‑completion communication. In each of these areas, LeO’s casework highlights how clear, timely and consistent communication can significantly reduce dissatisfaction and prevent complaints from escalating.
Key recommendations in the Spotlight are focused on:
LeO is encouraging residential conveyancing professionals to reflect on this guidance and consider how clear, timely communication at key stages can improve outcomes for consumers and reduce avoidable complaints. Small changes in how information is shared can make a meaningful difference to client confidence and satisfaction.
Chief Ombudsman, Phil Cain, said:
“Conveyancing is an integral part of the home buying and selling process, designed to protect consumers and reduce the risk of issues after completion. But for many consumers, it’s an unfamiliar process, and its complexity can make managing expectations and uncertainty more challenging.
“This Spotlight recognises the important role residential conveyancers play, while also sharing learning from our casework about where complaints tend to arise and what helps to prevent them. By focusing on practical insight, we want to support service providers to address concerns early, strengthen client relationships, and maintain confidence throughout the transaction.”
You can read this article and more of LeO’s Spotlights by visiting our Learning Resources page.
