The Conveyancing Quality Scheme (CQS) Charter

This scheme’s logo is your guarantee that our practice will provide you with a professional and quality conveyancing service in accordance with the scheme rules.

What you can expect from us

• When you contact us to discuss your sale or purchase, we will explain clearly the steps in the process and what you can expect from your solicitor,
• We will tell you what the costs will be,
• We will keep you informed of progress in your sale or purchase, and
• We will work in line with the quality standards of the Law Society’s CQS.

We will:

• treat you fairly,
• be polite and professional,
• respond promptly to your enquiries,
• tell you about any problems as soon as we are aware of them, and
• ask for your feedback on our service.

If you wish to make a complaint regarding any aspect of our service, please see our complaints procedure for details of how to do so.

CQS Core Practice Management Standard (CPMS)

As a CQS accredited firm, we have achieved and maintain the scheme’s Core Practice Management Standards (CPMS). The CPMS prescribes required policies and practices across seven core areas: Structure and Strategy, Financial Management, Information Management, People Management, Risk Management, Client Care, and File & Case Management.

Section 1: Structure and Strategy

• We have a set management structure, including the designated responsibilities of individuals and their accountability.
• We have a business continuity plan addressing risks like cyber-attacks, loss of key personnel, and physical risks.

Section 2: Financial Management

• We have an indivicual who has overall responsibility for financial management and related procedures.

Section 3: Information Management

• We have a data protection, information management and security, and privacy policies, and regular staff training in the same.
• We are Cyber Essentials accredited.

Section 4: People Management

• We have a learning and development policy to ensure our supervisors and staff are appropriately trained and up to date in residential conveyancing, client care and risk management.
• We have formal induction procedures for new staff members.

Section 5: Risk Management

• We have a risk management policy including compliance plan, risk register, supervisory structure, annual risk analysis, and regular staff training.
• We have procedures to risk assess new instructions, manage the generic risks within conveyancing, and monitor and review ongoing transactions.
• We have an anti-money laundering policy, which sets procedures for completing client due diligence and source of funds checks, and procedure for reporting suspicions.
• We have a property and mortgage fraud prevention policy, an anti-bribery policy, and a policy to manage Stamp Duty Land Tax (SDLT) returns.
• We have specific procedures where we act in a purchase of a leasehold property.

Section 6: Client Care

• We have a client care policy including how we handle enquiries, protect client confidentiality including where we dual-represent borrower and lender clients, and ensure timely responses and updates.
• We have a written complaints handling procedure and monitor client satisfaction.
• We adhere to the SRA’s price and service transparency requirements.

Section 7: File and Case Management

• We have procedures for managing files and case progression, undertakings and Land Registry submissions.
• We have end-of-matter procedures including client reporting and document storage.