"Had an amazing service. Completed on a house sale in 28 days the quickest ever. Great communication and got the job done. I hope to do business with you again very soon."
At SAM Conveyancing, we value our clients and are committed to delivering a property service built on honesty, integrity, and proactive support. To ensure we always meet your expectations, we have set out our service pledge below, alongside a clear guide on what we need from you to make your home move a success.
Our Standards
What you can expect from us
Our service means everything to us, so if you work with us, these are the standards you should expect to receive.
1. A service built on honesty and integrity
We take our ethical obligations very seriously. Our entire team undergoes regular training to ensure our standards of honesty and integrity never slip.
2. Unrivalled communication
Keeping you informed throughout the conveyancing process is our priority. We pride ourselves on highly responsive communication:
- By phone: We aim to answer all calls within three rings. If your case handler is busy and your call goes to voicemail, a member of our team will call you back on the same working day—often within minutes.
- By email: If you prefer to write to us, you can email your case handler directly or reach out to help@samconveyancing.co.uk. Most emails are replied to within one hour, and we guarantee a response on the same working day.
Expert Tip: If it has been a week since your last update, drop your case handler a quick email and they will provide you with a comprehensive status report.
3. Extended opening hours
We know how hard it is to manage a home move during a busy working day. That is why our team is available from 9:00 am to 5:00 pm, Monday to Friday, and 10:00 am to 1:00 pm on Saturdays.
4. Specialist solution finding
Your dedicated case handler has helped hundreds of clients navigate complex property transactions. If a unique legal hurdle arises, they have immediate access to a wealth of senior expertise and CQS-accredited solicitors to find the right solution—even if it is not always the easiest answer to hear.
5. Highly competitive pricing
We have negotiated preferential rates with all our service providers, ensuring you benefit from high-quality, trusted services at a fraction of the direct cost.
6. A dedicated case handler
Whether you require a solicitor for conveyancing or a RICS surveyor for a property survey, you will be assigned a dedicated SAM Conveyancing case handler who will look after you from your initial instruction right through to completion.
7. Guaranteed ongoing support
Conveyancing can be stressful, and while we cannot guarantee a process free of external hurdles, we do guarantee to be by your side, offering unwavering guidance and support whenever you need it.
What we expect from you
To deliver our service effectively, we need to build a strong, cooperative working relationship with you. Here is what we require to keep your transaction moving smoothly:
1. 100% Honesty
The legal process relies heavily on the information you provide. It is imperative that everything you tell us is accurate to the best of your knowledge. If we discover at any point that you have intentionally withheld information or been dishonest, we reserve the right to disengage from providing you with our services.
2. Zero tolerance for abuse
We understand that moving home is highly stressful, which is why our team works so tirelessly to help you. However, there is no excuse for abuse towards any member of our team or our third-party service providers. We operate a strict zero-tolerance policy to protect our staff.
Abuse includes, but is not limited to:
- Explicit or implied threats, bullying, or actual physical violence.
- Verbal abuse, derogatory comments, or profane language.
- Racist, sexist, or discriminatory language of any kind.
- Raising unsubstantiated allegations or making inflammatory statements.
We also class unreasonable demands and communication as unacceptable. This includes making persistent, unrealistic demands that cause undue stress to our team, insisting on communicating with only one specific staff member when they are unavailable, or adopting a "scattergun" approach by contacting multiple staff members regarding the exact same enquiry.
If these boundaries are crossed, we will take immediate action and reserve the right to terminate our services. For more details, please read our Client Communication Policy.
Complaints
How to raise a conveyancing enquiry or formal complaint
We take our service levels very seriously. If you have any concerns regarding the service you are receiving, we are here to help resolve them. Below is the step-by-step process for raising a concern with your solicitor or surveyor.
Step 1: Raise and Address
Most concerns can be resolved quickly at this stage, as it gives your legal team the opportunity to provide answers and manage expectations. Delays are often caused by miscommunication from the other side's solicitors, freeholders, or estate agents.
Please email your solicitor to request an update and copy in your case handler at SAM Conveyancing. They will reply within one working day to confirm:
- Exactly where your file is in the legal process.
- What specific documents or actions are we waiting for, and from whom?
- When the next stage is likely to be completed.
- (Where possible) An estimated timeframe for your completion day.
Need further support? Drop me an email
After all my years in conveyancing, my priority remains helping clients navigate this complex legal process. While many delays require third-party action to resolve, I will personally ensure you receive clarity. Even if the answer isn't what you want to hear, you will know exactly what you are waiting for, what needs to happen next, and the realistic timeframes involved.
You can email me today at andrew@samconveyancing.co.uk, and I look forward to helping you.
CEO of SAM Conveyancing
Step 2: The Formal Complaint
If you are unhappy with the answers provided or feel there has been a breakdown in the working relationship, you can raise a formal complaint.
To start this process, please send a formal complaint letter via email to your solicitor. Please use bullet points to clearly list your concerns and attach any supporting evidence.
Important Note: Once a formal complaint is raised, your solicitor will send you their Formal Complaints Procedure. Please be aware that, depending on the nature of the dispute, active legal work on your file may need to be temporarily paused while the matter is thoroughly investigated.
Your complaint will be acknowledged and responded to within 10 working days (unless otherwise stated within their specific Complaints Procedure).
Escalating your complaint to the Ombudsman or SRA
The Legal Ombudsman
If you remain unsatisfied after receiving a final written response from your solicitor, you can escalate your complaint to the Legal Ombudsman. Please note that your solicitor has eight weeks to consider and resolve your initial complaint before the Ombudsman will accept your case.
Any complaint to the Legal Ombudsman must usually be made within six months of receiving your solicitor's final written response, and within one year of the act or omission you are complaining about.
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Service Provider
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Address
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Contact Details
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Website
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| Legal Ombudsman | PO Box 6167, Slough, SL1 0EH | enquiries@legalombudsman.org.uk
0300 555 0333 |
The Solicitors Regulation Authority (SRA)
If you believe a solicitor might be dishonest, or if you have serious concerns about their ethics or integrity, you have the right to notify the regulatory body: the Solicitors Regulation Authority (SRA). There are no time limits for making a report to the SRA.
Please note: The SRA handles breaches of professional ethics and integrity. They cannot address issues with poor service or slow communication. Complaints of that nature must be referred to the Legal Ombudsman.
For further information on the SRA's role, please contact them on 0370 606 2555 or visit their website to report a solicitor.
If you have a concern regarding your property survey, please follow the steps below. We recommend starting with an informal review before escalating to a formal complaint.
Step 1: General Q&A
Most concerns can be addressed quickly at this informal stage, giving you the opportunity to ask questions and gain further clarity on the details of your property report.
Please email your surveyor and copy in your case handler at SAM Conveyancing to raise your questions. During this stage, your surveyor may:
- Review and Report: Expand on specific points in the report and discuss them with you directly to ensure you have a clear understanding of their findings.
- Revisit the Property: If you have not yet exchanged contracts, the surveyor may offer to revisit the property at no additional cost to review their original findings (factoring in variables like poor weather on the day of the original inspection).
- Advise on Limitations: Clarify if your specific concern falls outside the agreed scope of work for the survey level you chose.
The goal is to work with you to help as much as possible in delivering the work set out within the scope of work provided by your solicitor.
Step 2: The Formal Complaint
If you are unhappy with the answers provided by your surveyor, you can escalate the matter by raising a formal complaint.
To initiate this process, please send a formal complaint letter via email to your surveyor and copy in your case handler at SAM Conveyancing. Please use bullet points to clearly list your issues and attach any supporting evidence.
Upon receipt of your letter, the surveyor will send you their Formal Complaints Procedure, which sets out their specific timeframes for responding. They will take all reasonable steps to investigate your complaint (which may include a request to revisit the property) before issuing a final written response to address your concerns.
Escalating your complaint to Dispute Resolution
Centre for Effective Dispute Resolution (CEDR)
If you remain unsatisfied after receiving your surveyor's final written response, you can escalate your case to an independent dispute resolution service. RICS appoints CEDR to handle these disputes.
Please note: You cannot escalate your case to CEDR until you have fully exhausted your surveyor's formal complaints procedure.
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Service Provider
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Address
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Contact Details
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Website
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| CEDR | 70 Fleet Street, London, EC4Y 1EU | applications@cedr.com | cedr.com/consumer/rics/ |
CEDR provides a free, independent dispute resolution service. They will review all the information provided by both you and the surveyor, and issue an independent opinion on the delivery of the service. If you are unhappy with CEDR's initial decision, you can request a further review by a different adjudicator at CEDR. If the matter remains unresolved after this final review, you may then seek to reclaim your losses through the legal system.
