Natalie’s story
Natalie was unhappy because her solicitor, Graham, charged her 80% of his fee for a lease he never finished. She expected a final document ready to sign, but instead, he sent her a draft with more decisions for her to make. Because she was unhappy with his work, Natalie ended the contract. She thought she would only be charged once everything was completed, so was surprised when she received his invoice for 80% of the work. She felt it was unfair to be charged such a high amount for a job that was never finished. When she complained, Graham said the charge was correct and refused to discuss it further, so Natalie brought her complaint to the SLCC.
Natalie’s main concern was that the costs weren't made clear from the start. Graham didn't explain his fee structure during their first meeting or point her toward the firm’s Terms of Business. She only received those terms much later on and found them confusing and unclear. Because of this, she didn’t realise she could be charged for "work in progress." She expected to pay nothing when she ended the contract, so felt misled when the large bill arrived.
We explained to Natalie that although we can’t comment on the fixed fee that Graham set out, we can look at what the terms of business said, and how well the work was done.
The evidence showed that :
· Graham’s terms of business confirmed a fixed fee charge for negotiation and completing lease arrangements”.
· However, they did not explain what could happen if the lease was not finalised.
· Graham had not told Natalie how important it was to read the terms of business.
· The terms of business did not set out the fee information clearly
We found that Graham tried to follow Natalie’s instructions, but when the tenant was not prepared to agree to all Natalie’s conditions, it was reasonable for Graham to suggest other options to Natalie.
It was not his fault that the lease was not completed. He was entitled to be paid for the work he had done.
However, we felt he could have explained his fees and terms more clearly so Natalie understood what to expect. He could also have given a better response to her complaint.
Graham accepted this. He offered to reduce his fee, and Natalie accepted this to resolve the complaint. He also said he would make his terms of business clearer for future clients.
Our role is
- We cannot decide whether a fee quoted is reasonable.
- We can look at the terms of business and the standard of work carried out.
Natalie was unhappy because her solicitor, Graham, charged her 80% of his fee for a lease he never finished. She expected a final document ready to sign, but instead, he sent her a draft with more decisions for her to make. Because she was unhappy with his work, Natalie ended the contract. She thought she would only be charged once everything was completed, so was surprised when she received his invoice for 80% of the work. She felt it was unfair to be charged such a high amount for a job that was never finished. When she complained, Graham said the charge was correct and refused to discuss it further, so Natalie brought her complaint to the SLCC.
The costs weren't made clear from the start. Graham didn't explain his fee structure during their first meeting or point her toward the firm’s Terms of Business. She only received those terms much later on and found them confusing and unclear. Because of this, she didn’t realise she could be charged for "work in progress." She expected to pay nothing when she ended the contract, so felt misled when the large bill arrived.
We explained to Natalie that although we can’t comment on the fixed fee that Graham set out, we can look at what the terms of business said, and how well the work was done.
- Graham’s terms of business confirmed a fixed fee charge for negotiation and completing lease arrangements”.
- However, they did not explain what could happen if the lease was not finalised.
- Graham had not told Natalie how important it was to read the terms of business.
- The terms of business did not set out the fee information clearly
We found that Graham tried to follow Natalie’s instructions, but when the tenant was not prepared to agree to all Natalie’s conditions, it was reasonable for Graham to suggest other options to Natalie.
It was not his fault that the lease was not completed. He was entitled to be paid for the work he had done.
However, we felt he could have explained his fees and terms more clearly so Natalie understood what to expect. He could also have given a better response to her complaint.
Graham accepted this. He offered to reduce his fee, and Natalie accepted this to resolve the complaint. He also said he would make his terms of business clearer for future clients.
- We cannot decide whether a fee quoted is reasonable.
- We can look at the terms of business and the standard of work carried out.