Hall said recommending products which refer consumers on to poor service and lack of customer focus is not Treating the Customer Fairly.
He said “While a free legals package is an option seems like a no brainer for a lot of brokers and their clients, they would be better taking the option of a contribution, usually up to £250, to the costs of their conveyancing.
‘Free legals’ offers mean that the lender’s interests are paramount but the client’s interests are not a priority during the transaction, he said.
“We know from client feedback that lenders’ conveyancing whether in-house or outsourced can be of variable quality with little information available and a service that can be variable at best,” he said.