Although I have sympathy for Guy Hurst, I would draw his attention to general obligation 9 in the CQS protocol, which details how to deal with transaction materials.

It should be agreed at the outset of a transaction whether the parties are to deal primarily online or by post; this is not a decision that can be made unilaterally. It is frustrating when dealing with some of the ‘online’ conveyancing firms who only deal with matters by email, when we receive return emails stating that our email communication will be dealt with as if it were normal post.

I agree there needs to be consistency, but the protocol does already provide for this to be agreed at the start of a transaction.

Sarah Dwight, solicitor, Birmingham