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You are not required to use the conveyancer your mortgage lender recommends. Before you instruct any firm, confirm that the exact firm and office are currently approved for your lender, check the firm and solicitor with the appropriate regulator, and compare written quotes that show the same work and possible extras. Also establish who will handle your file, how you will receive updates, what searches are included, how complaints are dealt with, and whether the recommendation involves a referral payment.
This guide is UK-oriented. Panel rules, regulators and complaint routes differ between England and Wales, Scotland and Northern Ireland, so verify the position with your lender and the regulator for the jurisdiction and professional type involved.
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Start with these checks before you sign an instruction
- Confirm panel membership for your actual mortgage. Ask the lender or broker to verify the firm’s current status, including the relevant office, for the lender and mortgage product you will use.
- Check regulatory status. Look up the firm and the individual lawyer or licensed conveyancer in the register maintained by the appropriate regulator.
- Obtain comparable written quotes. Give every firm the same transaction facts and request a total estimate showing legal fees, VAT, lender work, searches, other disbursements and likely additional charges.
- Ask about the recommendation. Find out whether the lender, broker or estate agent receives a payment, who pays it and whether it changes your price.
- Identify responsibility. Get the name and role of the day-to-day handler, the supervising lawyer, the cover arrangement for absence and the method and frequency of updates.
- Clarify searches, conflicts and complaints. Ask what searches are included, when you must fund them, how lender reporting and conflicts are handled, and how to make a complaint.
Do these checks before paying an initial sum or authorising work. A panel problem discovered after the mortgage offer can force a change of firm, a wait for panel approval or a change of lender.
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The official government guide states: “You do not have to use the company that’s been recommended to you.” The recommendation may be convenient, but it is not a condition of accepting a mortgage offer. You can ask the lender for its panel requirements and choose another approved firm.
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If a lender, broker or estate agent receives money for introducing you, that referral payment must be disclosed. Ask directly: “Do you receive a payment if I use this firm? If so, how much, who pays it, and is it reflected in my quote or service?” A disclosed payment does not prove that the conveyancer is unsuitable; it is information you should weigh alongside panel status, scope, service and cost. See the government’s guidance on offers and recommendations at Buying a home: Making an offer.
Check the lender panel before instructing
Why the exact firm matters
Mortgage lenders normally require a conveyancer acting for them to be on their approved panel. A firm may be regulated and experienced yet not authorised for your particular lender. Panel approval can also be specific to a firm’s legal entity or office, so a similarly named branch is not enough.
Ask the lender or broker to confirm, preferably in writing:
- the firm’s full legal name and the office handling your matter;
- that it is currently on the panel for the named lender;
- that the approval applies to your mortgage product and transaction type;
- whether any panel restrictions, audits or separate instructions apply; and
- when the status should be checked again if your lender has not issued a final offer.
Do not rely solely on a search result, an old quote or the conveyancer’s assertion. Panel lists change, and the lender’s own confirmation is the safest record. If you change lender, property, borrower or mortgage product, repeat the check.
What happens if the firm is not approved
The Solicitors Regulation Authority (SRA) says a firm outside the lender’s panel cannot act for that lender. You may then have to instruct a different firm, wait while the lender considers a panel application, or change lender. Each option can add legal fees, duplicate searches, mortgage-administration work and delay. Ask who would pay any duplicated cost before proceeding.
The SRA’s residential conveyancing thematic review reported that 86% of surveyed firms had lost a client or had a client dis-instruct them because the firm was not on a lender’s panel. That is a historical survey finding about firms, not the probability that your chosen firm will be rejected. The same review reported that 91% of surveyed firms were on at least 21 panels; that figure does not establish membership of your lender’s panel. Read the review at Residential conveyancing thematic review.
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Verify regulation and the person doing the work
Use the register for the professional type and jurisdiction. In England and Wales, a solicitor’s firm and practising status can be checked through the SRA; licensed conveyancers are regulated by the Council for Licensed Conveyancers. Scotland and Northern Ireland use different regulatory arrangements. The government’s home-buying guide advises checking both regulation and whether the firm is approved by your lender: How to buy a home.
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Check that:
- the firm’s registered name and address match the quote and engagement letter;
- the named professional is authorised to perform the work;
- any restrictions, conditions or disciplinary information are understood; and
- the firm has an identifiable complaints route and professional indemnity arrangements appropriate to its regulator.
Regulatory approval is a baseline, not a ranking. It does not guarantee a particular completion date, price or outcome.
Compare quotes on an identical basis
A low headline fee can exclude lender work, leasehold tasks, bank transfers, SDLT administration, searches or title problems. Send each firm the same facts: purchase or remortgage, price, freehold or leasehold, chain, new-build status, cash contribution, gifted deposit, help-to-buy or shared-ownership features, and any unusual ownership or title issue. Ask for a written estimate that states VAT treatment and when each amount becomes payable.
| Quote item | What to ask for in writing |
|---|---|
| Core legal fee | Fixed fee or hourly basis, what work it covers, and whether the fee changes if the transaction aborts |
| Mortgage work | Separate fee for acting for the lender, reviewing the offer, reporting to the lender and redeeming an existing mortgage |
| Disbursements | Searches, Land Registry charges, transfer or bank fees, leasehold information fees and other third-party payments, with VAT where applicable |
| Possible extras | Leasehold, new-build, shared ownership, gifted deposit, unregistered title, indemnity policies, management-company enquiries, expedited work and additional buyers or lenders |
| Abortive work | What you owe if the seller withdraws, the mortgage fails or you stop before exchange |
| Timing of payments | Which sums are required on instruction, before searches, at exchange and on completion |
The SRA’s transparency guidance is designed to make legal prices and service easier to compare. Use it alongside the firm’s own engagement letter: Transparency in price and service.
Questions that expose exclusions
- Is the quote for a freehold or leasehold property, and what changes if the tenure is different?
- Are local-authority, water-and-drainage and environmental searches included in the estimate or charged separately?
- What happens if the search reveals a planning, access, contamination or building-control issue?
- Are electronic transfer, ID checks, acting for a second lender, leasehold management-pack review and post-completion registration included?
- Does the firm charge for routine emails, extra contract amendments, indemnity-policy advice or a delayed completion?
- Is VAT included in every quoted figure?
Do not compare one firm’s total including searches with another firm’s legal fee alone. Put every number on the same VAT and disbursement basis.
Understand the recommendation and any referral payment
Ask the referrer for the disclosure in writing. A useful record identifies the recipient, payer, amount or calculation method, and whether the payment is made only if you instruct the firm. Ask the conveyancer whether the referral arrangement affects the quote, the scope of work or your ability to complain. You remain free to select a different panel firm.
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Find out who is accountable for your file
Conveyancing is often handled by a team, but you should know who is responsible for decisions and communication. Before instruction, ask for:
- the named day-to-day fee earner and supervising solicitor or licensed conveyancer;
- the preferred contact channel and expected response time;
- how often you will receive progress updates when there is no visible movement;
- how urgent issues, lender requests and exchange decisions will be escalated;
- the cover arrangement when your handler is on leave or leaves the firm; and
- the method for authorising payments and confirming bank details safely.
Ask how many files the proposed handler manages only if the firm can give a meaningful answer. There is no universal caseload number that proves good or poor service; clarity about responsibility and process is more useful. The SRA review identified unclear responsibility, explanations of process and complaint information as consumer-facing concerns. Read it at the SRA thematic review.
Clarify searches and other disbursements
After an offer is accepted, buyers commonly order a local-authority search, a water-and-drainage search and an environmental search. GOV.UK notes that searches are usually paid up front and that the appropriate searches depend on the property and location. Ask which searches the firm recommends for your address, what each costs, whether the price is an estimate or a quote, and when the order will be placed. The overview is at Buying a home: Making an offer.
Searches are not a substitute for a survey. Ask separately how the conveyancer will report a search result, what further enquiries may cost and whether you can pause before ordering an optional search.
Ask how lender representation and conflicts are handled
In many transactions one conveyancer acts for both buyer and mortgage lender. The SRA review says this is common and generally quicker and cheaper than separate representation; it reported no evidence in that review that clients’ interests were unprotected. That finding is not a guarantee about an individual matter.
Ask the firm:
- what information it must report to the lender;
- how it deals with a title defect, valuation issue or contract term the lender will not accept;
- what happens if your instructions conflict with the lender’s requirements; and
- whether separate representation could be required and who would pay the additional cost.
The firm must explain any conflict and stop acting for one or both clients if professional rules require it. The Law Society’s guidance on lender information requests explains why lenders may seek information from panel firms: Information requests to lender panel members.
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Check the complaints process before there is a problem
Request the firm’s written complaints procedure and the name or role of the complaints partner. It should explain how to complain, expected response stages and the external body available if the firm does not resolve a service complaint.
For many England-and-Wales solicitor complaints, the SRA’s consumer guidance points unresolved poor-service complaints to the Legal Ombudsman. Regulatory concerns, dishonesty or alleged misconduct follow a different route. Confirm the applicable jurisdiction and regulator rather than sending every dispute to the same body. See SRA FAQs for consumers of legal services.
Use a decision table, not a single “cheapest” test
| Decision factor | Evidence to collect | Why it matters |
|---|---|---|
| Panel eligibility | Current confirmation from the actual lender | Prevents a late change of firm or lender |
| Total cost | Comparable written quote with VAT, disbursements and triggers for extras | Shows the likely cost rather than an advert headline |
| Relevant experience | Examples of handling your tenure, title and transaction type | Leasehold, new-build and unusual ownership can require different enquiries |
| Responsibility | Named handler, supervisor and absence cover | Creates accountability when decisions are time-sensitive |
| Communication | Update method, response expectations and escalation route | Lets you spot delay before it threatens exchange or completion |
| Referral arrangement | Written disclosure and explanation of any effect on price or service | Allows an informed choice without assuming the recommendation is compulsory |
| Complaints | Procedure and external escalation body | Gives you a route to challenge poor service |
Choose the firm that meets the lender requirement and gives you a clear, credible service and cost plan. “Recommended” and “cheapest” are not substitutes for those checks.
Record the instruction and protect the transaction
Once you decide, ask for the engagement letter, client-care information, full estimate, panel confirmation and complaints procedure in one place. Check the spelling of every buyer, seller, lender and property address. Complete identity and source-of-funds checks promptly, but never email passwords or send money solely because an email requests it.
Before transferring a deposit or completion balance, verify the firm’s bank details using a trusted telephone number already on the engagement letter. Treat any last-minute change of account as suspicious and ask the firm to confirm it through an independent channel.
Warning signs and what to do
The firm says panel status is “being checked”
Pause instruction and obtain confirmation from the lender. Do not assume approval will arrive before exchange.
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The quote is a single round number
Request a line-by-line schedule with VAT, searches, lender work, disbursements, abortive fees and triggers for extras.
No named handler is available
Ask for the supervising professional and the team’s cover and escalation arrangements. If the firm cannot explain who is accountable, compare another panel firm.
The referrer will not disclose payment information
Ask the lender, broker or estate agent to provide the disclosure required for the recommendation and consider an independent firm.
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Treat a guaranteed timetable as unreliable. Ask what must happen first—searches, mortgage conditions, enquiries, exchange and funds—and how slippage will be reported.
Jurisdiction and timing caveats
This guidance uses UK-wide wording where the principle is common, but the legal process is not identical everywhere. England and Wales, Scotland and Northern Ireland have different property procedures, regulators, searches and complaint bodies. Ask which jurisdiction governs the property, confirm the professional’s regulator for that jurisdiction, and check the lender’s current panel rules at the point of instruction. Panel membership, prices, referral arrangements and staff assignments are all changeable facts.
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