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Thanks to everyone who has taken the time to provide a response - really useful insight given my inexperience with this. I've cancelled our case with the online provider and am calling some of the local firms recommended above this morning.

Partner and I had an offer accepted on leasehold flat in Burgess Hill last week - now need to find a solicitor to get property off the market. Been trying to find a conveyancing firm, which has been a bit of a nightmare thus far. We've had a local firm send us the wrong docs initially and then...