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Before the recession most lenders had an appetite for risk which was higher than today. The Financial Services Authority in 2010 conducted a thematic review into mortgage fraud which concluded: know the conveyancing solicitors that you are dealing with. Consequently, lenders have regularly sought more information from law firms about their operations and the individuals who work for them and set certain criteria such a completing on a minimum number of transactions. Many firms that have been excluded from lender panels have 100% healthy track record, no complaints and no claims and didn't just 'dabble' in conveyancing. Such firms were never going to meet the criteria of volume of transactions the lenders required.

Your lawyer is obliged to check with RBS - Direct Line to make sure that they are aware that the balance of the purchase price is not from your own funds. Your solicitor can only report this to RBS - Direct Line if you agree, failing which, your lawyer must cease to continue acting.

No. There is no CML Part 2 or Building Society Association requirement relating to online case tracking. Some law firms operate such technology and some don't.

Assuming that you have an Estate Agent in the equation then let them know straight away so that they can let the sellers know that there may be a slight delay due to the problems encountered. Hopefully they will be sympathetic and urge their lawyer to send a new set of papers to your new solicitors. You will need to appoint new lawyers that are on the RBS - Direct Line conveyancing panel and notify the lender. If you have paid over any money it will hopefully be held by the SRA as money in an intervened firm's bank accounts is transferred to the SRA. Then, the SRA or the intervention agent looks at the intervened firm's accounts to work out who the money belongs to. To claim your money you will need to contact the SRA. If the SRA cannot return money you are owed from the firm's bank accounts, or if they can only return part of the money, you can apply to the Compensation Fund for a grant. Your new lawyers should be in a position to help

Many lenders do operate a restricted conveyancing panel but a lot of lenders allow any solicitors to join their panel so long as they meet their criteria. Each lender sets their own criteria. For example the RBS - Direct Line conveyancing panel requirements are different to RBS - Direct Line’s conveyancing panel criteria.

If you have finished paying off your RBS - Direct Line mortgage they may send you evidence showing that you have paid it off. Alternatively they may notify the Land Registry directly. The Land Registry need to see this evidence before they will remove the RBS - Direct Line mortgage from the register. RBS - Direct Line,and any evidence they send you, will determine the action you need to take. In cases where no conveyancer is acting for you and you have paid off your mortgage: but are not moving to another property where the RBS - Direct Line has sent the Land Registry the discharge electronically, and the RBS - Direct Line has instructed the Land Registry to do so The Land Registry will send you a letter confirming that your RBS - Direct Line mortgage has been paid off.

Most banks and building societies have complaints procedures. Your first port of call should be one of the RBS - Direct Line branches or the Customer Care Team at RBS - Direct Line head office. Ordinarily complaints to RBS - Direct Line are resolved effectively and efficiently. If you feel that the matter is not resolved you can write to the Financial Ombudsman Service with full details of your complaint.