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Susskind is right for the wrong reason. Factory firms are taking over because of referral fees. It does not matter if the high street firm offers a far better service to the client if the estate agent recommends a firm stating that they are part of the same organisation and the conveyancing process will be quicker if the client uses "their" firm then most people will use the recommended firm.
The estate agent is supposed to reveal the amount of the referral fee; does anyone believe this happens in real life?
The saddest part is that referral fees almost guarantee a poor service as they do not rely upon repeat business.
Over the last few months I have dealt with a number of factory firms using unqualified and inexperienced staff and the whole process has been really painful.