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Frequently asked questions
Frequently asked questions
Using the site
How do I get my sign in details?
You’ll receive these in an email when you or your adviser save a quote, or once your case has been instructed. If you haven’t received your email give the helpdesk a call and they will get this resent.
How do I track the progress of my case?
Once you’ve instructed your case, you’ll receive an email with sign in details to our online case tracking. If you haven’t received your email give the helpdesk a call and they will get this resent.
What do I do if I've forgotten my password?
To reset your password you can use the ‘Forgot Password?’ tool on the sign in screen. Alternatively, give the helpdesk a call who will be able to reset it. You’ll receive your new password via email.
What do I do if I've forgotten my username?
Call the helpdesk who will be able to resend your username to your email address on record, and help with any queries regarding the site.
Do you work on no completion, no legal fee?
Yes, all of our firms work on this basis. However, if searches have been completed, these will be payable and non-refundable.
Do I need to wait until I have a mortgage offer before I appoint a conveyancer?
No, you can instruct a solicitor firm at any point, even if you don’t have the property address.
Do I need to be local to my solicitor?
No, documents that require your signature can be sent via email and post.
Are your firms approved by the Law Society?
Yes, we do a check to ensure all solicitors are Law Society approved and that licenced conveyancers are approved by the Council for Licensed Conveyancers.
Does the quote include everything?
Yes, the quote includes everything you’ve told us about. If there’s anything you were unable to tell us about at the time of the quote (i.e. leasehold property, gifted deposit, etc.) there may be additional fees payable, your solicitor firm will confirm this as soon as they know there is additional work needed.
Do I have to instruct the conveyancing myself?
No, you don’t have to, you can give the helpdesk a call and we can do this for you or if you are using a mortgage adviser they can also instruct your case.
What happens after I instruct?
Your solicitor will accept the case through our online case tracking. They will send out a starter pack including documents for signing and quote details for you to sign and return to them.
How long will my conveyancing take?
On average, 6-8 weeks for a freehold purchase and 8-12 weeks for a leasehold purchase, from the date your solicitor firm receives the contract documents. However, these timescales can’t be guaranteed due to individual circumstances.
Where do I find the contact details for my solicitor/conveyancer?
You’ll receive these in an email once your case has been instructed. You can also find the details on your case tracking.
Do I get my deposit back if I cancel my case?
Your deposit will be used to cover any disbursements required, if no disbursements costs have been incurred you’ll receive your deposit back.