How to Explain:
“Your quote includes a No Move No Fee guarantee. This means if your first property purchase or sale with us
falls through, you won’t be charged any abortive fees up until exchange. Once you find a new buyer for your sale
or an alternative property for your purchase, you’ll be liable for our firm’s standard abortive costs should that
transaction also fall through”

If Client Has Questions:
“This will have been explained in detail by the team at conveyancing-solicitor and you will have received a
confirmation email at the point of instruction clarifying this, however, If you’d like more details on how the No
Move No Fee works, it may be best to email them at clientservices@conveyancing-solicitor.co.uk.”

How to Explain:
“The File Opening Fee you’ve paid to Home Movers Plus Ltd won’t appear on your completion statement. This is
because it’s a separate marketing fee and not part of the legal fees the law firm will invoice you for. You should
have written confirmation of this in your payment receipt and the confirmation email from the team at
conveyancing-solicitor.co.uk, who issued you the documents and sent your file to us. This will have been issued
to you at the time of making the file opening fee payment”

If Client Has Questions:
“If anything isn’t clear, feel free to reach out to the Client Services Team at conveyancing-solicitor.co.uk – email
clientservices@conveyancing-solicitor.co.uk.”

How to Explain:
“The payment went to Home Mover Plus Ltd, trading as Conveyancing-solicitor.co.uk. They are a conveyancing
quote management service working on behalf of our team to market our services and ensure you are getting the
best price and they help to set up our new clients as smoothly as possible, so we are able to start the
conveyancing work without delay”

If Client Has Questions:
“If you have any questions or have forgotten who placed you with us, feel free to email the team at
clientservices@conveyancing-solicitor.co.uk and they will be able to respond quickly to clear up any confusion.”

How to Explain:
“You have two options if you cancel within the first 14 days:
– Get your File Opening Fee refunded.
– Keep your file on hold with us until you’re ready to proceed with a new buyer or seller.”

If Client Has Questions:
“The Client Services Team can help talk through your options — email
clientservices@conveyancing-solicitor.co.uk.”

How to Explain:
“After 14 days, the File Opening Fee paid to Home Movers Plus Ltd (conveyancing-solicitor.co.uk) isn’t
refundable. However, if your transaction falls through, your file will be placed on hold and you can resume it
anytime with a different property. You’ll never have to pay the File Opening Fee again, and there’s no time limit
for resuming. Please reach out to the team to update your quote so they are able to send the details to us to
confirm your instructions – clientservices@conveyancing-solicitor.co.uk”

If Client Has Questions or Difficulty Understanding:
“Please contact the Client Services Team so they are able to answer your questions regarding the refund policy
of the file opening fee — clientservices@conveyancing-solicitor.co.uk.”

How to Explain:
“If you feel the service from the allocated law firm isn’t good enough, we’ll work with them to resolve it. If
problems continue despite reassurances, we can transfer your case to another firm at no cost to you —
regardless of how much work has been done.”

If Client Has Questions:
“For service issues, it’s best to email clientservices@conveyancing-solicitor.co.uk so they can review your case.”

How to Explain:
“If you need to update your property details or quote, I’ll pass your information to the New Enquiries Team.
They’ll call you within 24 hours to confirm your updated details and provide a revised quote.”

If Client Has Questions:
“If you don’t hear from them, you can email clientservices@conveyancing-solicitor.co.uk for a follow-up.”

How to Explain:
“If you’ve already instructed us for one transaction, like a sale, but now need a quote for an associated
transaction, like a purchase, I can arrange for the New Enquiries Team at conveyancing-solicitor.co.uk to contact
you. They were the team that set up your first instruction with us. As before, they’ll call you within 24 hours to
create the new quote and set up the file.”

If Client Has Questions:
“You can also reach them directly by emailing clientservices@conveyancing-solicitor.co.uk.”