Enact Conveyancing Limited

I instructed Enact Conveyancing for a remortgage and Transfer of Equity, which included the redemption of a Help to Buy equity loan. During the transaction, the following documented administrative and procedural issues occurred: ​1. Tax Assessment and Data Errors: Enact did not include the £110,000 Help to Buy redemption figure in their final Stamp Duty Land Tax (SDLT) assessment. The SDLT exemption submitted to HM Land Registry cited a "matrimonial breakdown," despite the file containing a formal Separation Agreement confirming the outgoing party and I were never married. Additionally, the executed TR1 deed submitted by Enact contained a previous, defunct address for service. As a result of the SDLT omission, I received a £1,174 statutory tax demand from HMRC, which was sent to the incorrect address. ​2. HM Land Registry Delays: Enact did not lodge my transfer application with HM Land Registry until 10 August, which was 89 days after completion. This delay resulted in the expiration of the HM Land Registry Priority Period. ​3. Delayed Third-Party Disbursements: On completion day (13 May), Enact collected a £360 disbursement intended for the estate management company. These funds, and the associated legal transfer notices, were not sent to the management company until 28 July, following my direct intervention. In their written response, Enact stated that their transfer team had "overlooked receipt" of the documents. ​4. Complaints Handling: When I attempted to raise concerns regarding a delayed RICS valuation prior to completion, Enact’s Customer Resolutions team stated in writing that their policy is not to log, investigate, or respond to formal complaints until after a transaction has completed. ​Enact subsequently offered a £500 cheque as a "gesture of goodwill," citing the transaction as a "complex case." I have rejected this offer. The matter has now been escalated to the Legal Ombudsman (LeO) and the Council for Licensed Conveyancers (CLC) for independent review.

No replies to questions, completion not happening on a remortgage on a flat I'm renting out. Equity from the remortgage was to be used for an onward purchase therefore unable to complete. Therefore tenants will be moving in without the property being mortgaged (breaking terms I know but what can I do) and I'm homeless on Wednesday with my onward purchase having collapsed.

The service my family have received was so exceptionally poor, I’ve never had such a bad experience with a legal professional. They simply don’t care about any standard of client care and shouldn’t be on any lender panels.

I am writing to express my extreme dissatisfaction with the handling of my remortgage case, which is being managed by Enact. My case requires a NOC (No Objection Certificate) from the management company due to a restriction on the property's title. This task was assigned to my case worker, on April 25, 2025. Today is September 17, 2025, and the issue remains unresolved. This delay of over six months is unacceptable. Repeated attempts to contact case worker directly have been unsuccessful. She has not returned my phone calls or responded to messages sent through the online portal. The lack of communication and progress is a serious concern.

Have so far taken 4 months to complete a re-mortgage. They take weeks to respond to emails, don’t respond to my messages and rarely respond to my phonecalls. I have to chase up absolutely EVERYTHING. Pretty appalling to be honest.