For conveyancing read conveyor belt. Too many jobs on the go at one time, promised phone calls don't come and turn into emails so there is very little ability to discuss matters. NOTE that they do not give advice even if you are a first time buyer and only do what you ask them to so don't accept any guidance or opinions on anything! And of course there is no room for negotiation on the fees as they take them out of the house price whether they have done a good job or not. Take no notice of their Customer Service statement because they haven't read it themselves!