From 1st April 2025, important changes to Stamp Duty Land Tax (SDLT) thresholds in England will come into effect.
Following similar changes in June 2021, LeO saw a spike in complaints about residential conveyancing, with monthly volumes increasing by over 50%.
In new resources published today, LeO is sharing its insight to help legal service providers deal with complaints that may arise from the April changes.
Key principles of the guidance include:
1. Informing clients at the earliest possible opportunity if there is a risk completion won’t be possible before 1 April 2025.
2. Recognising the value of good complaints handling where disputes about missing the SDLT deadline do arise.
3. Understanding the impact of any service failures on the customer, and acting on them, to resolve complaints quickly and effectively.
When looking at complaints about delay, LeO will not hold service providers responsible for delays outside of their control. Although they do expect that service providers will reasonably chase third parties to minimise delays.
Read LeO’s article in full here.
To provide further insight, LeO has also published new case studies – showcasing what, in its experience, represents good service and good complaint handling when it comes to engaging with clients about the changes to SDLT. Read the new LeO SDLT case studies here.
