ackroydlegal.com

After completing my property sale at the beginning of December, I repeatedly contacted the firm to c

After completing my property sale at the beginning of December, I repeatedly contacted the firm to confirm whether the Land Registry registration had been submitted. Aside from being told once in mid-December that it had not yet been done, via an intern who mistakenly emailed me while contacting another client about their Land Registry, I received no meaningful updates despite multiple follow-ups over more than two months.

The paralegal responsible for our case had poor communication from the beginning, but we were at least expecting a breakdown of what would happen next.

A simple acknowledgement or explanation of the next steps would have avoided a great deal of frustration. Instead, there was prolonged silence, and I ultimately had to escalate matters formally just to obtain basic information. The lack of communication throughout the process was disappointing and fell well below what I expected from a conveyancing firm.

I contacted the firm on the following dates:

- 5 December 2025 – AK emailed us regarding the final payment
- 8 December 2025 – I confirmed payment would be made; she replied the same day asking us to confirm once completed, which I did
- 12 December 2025 – I sent the following message:
“As the exchange has taken place, could you please confirm the next steps and advise if there is anything further we need to do? When registering our details with the Land Registry, are we able to include an email address?”
- 16 December 2025 – We received an email from an intern who mistakenly sent another client’s details, but kindly informed us that our registration had not yet been made and would happen soon. We thanked him and copied AK asking her to respond to the previous email
- 22 January 2026 – Follow-up email
- 30 January 2026 – Follow-up email to AK and her manager
- 9 February 2026 – Formal complaint submitted
- 11 February 2026 – Senior manager responded. After some back and forth, this was his final response:

"Good afternoon,
Thanks for your email.
Here is my final reply.
Nothing happens after completion until registration has been completed.
If clients want an update and/or an explanation of what to expect, they are welcome to ask for one.
You have asked and I have therefore provided you with same.
Clients are politely requested to be patient and await registration.
You now have Land Registry’s reference number to use if you want to contact them and ask for their update.
I send to you best wishes."

Every email I sent in response to the senior solicitor handling the complaint was about the lack of communication, which he never addressed.

I just want to know whether this is the normal way of communicating in conveyancing, or if I am being unreasonable.

If anyone has dealt with Ackyord, or works or has worked in conveyancing, please let me know if I was unreasonable and what I did wrong.

Date of experience: Feb 11, 2026