Customer update Wednesday 25 March

Published: 25 March 2020 - 9:15am

Update on the closure of the application record.

Following our decision to close the application record and the subsequent recommendation by the Law Society that solicitors should not proceed with settling cases until further information is available, we understand that this is causing problems for you and your clients who had hoped to settle this week.

I know you will appreciate that we are all in unprecedented circumstances and difficult decisions have to be made to protect the health of people in Scotland. However please be assured that we want to do everything we can to help you resolve the situation for your clients.

We have held a number of discussions with the Law Society and UK Finance colleagues over the last 24 hours about how we can enable settlements, that need to proceed in the next few days, to go ahead.

We are concluding our discussions with the Law Society and UK Finance this morning and will be providing further guidance later today on the options available to customers.

If your clients have no other option but to settle today (Wednesday 25 March) please call 0800 169 9391 and select customer services from the options. Please state to the customer advisor who takes your call that you need to settle today. They will take your details and we will arrange for a RoS Senior Advisor to speak to you as soon as possible to discuss your specific circumstances and find a solution for you.

Please do not call if you are settling tomorrow – we hope that the advice we will be able to provide later today will provide a solution for most people.

We will be able to take calls tomorrow, if required, to discuss specific circumstances for settlements that are due tomorrow and find a solution for you then.

We will continue to deal with cases on a day by day basis, whilst simultaneously working to find a solution to reopen the application record remotely as soon as we can.


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