Solicitor not completing paperwork for over three years

[SOT3]

We moved to our current property over three years ago. The solicitors who dealt with our move promised at the time to send us certain outstanding paperwork (complete the Freehold Transfer, send the Imdemnity Insurance etc).

Despite numerous attempts to chase this up by email and telephone this work has still not been completed. Last month we went into the solicitors office to chase up in person - the receptionist took all the details of the outstanding work and promised that someone would be in touch, but they haven't.

We paid for this outstanding work at the same time in with the bill for everything else connected to our move.

Could anyone advise what our next steps could be please? We are keen to get our affairs in order.

Each time we email we recieve an automated response acknowledging our email and requesting that we await their response and not email again. But they never do respond and it has become very stressful.

Follow their complaints procedure. Surprised you haven't done that two years ago tbh! Regulator can get involved if no luck with their complaints process. Hope you're not out of time though.

Oh, thank you for replying, I didn't know about a complaints procedure - I think because they have kept indicating that they would actually be actioning the outstanding work I have stupidly believed them, and it is only now that it has dawned on us that they are probably not ever going to do it. We thought that by attending the office in person it might prompt them into completing the work, but it hasn't.

Email the senior partner

Thank you, when I just googled they appear to be a chain of solicitors, but I will keep looking in the hope that I can find the contact details of someone senior in the overall company.

I believe you can make a complaint to The Law Society but your first step needs to be making a complaint through the firm itself.

Check the firms website. They will probably have a list of staff which confirms who the Senior Partner or Complaints Manager is.

Thank you all so much for your help, I really appreciate it.

As someone said, it's to the Law Society. That isn't good enough

Normally you can’t go to the Law Society unless you have exhausted the firm’s complaint’s procedures