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Yes I think you're right, they are very much accountable/responsible.
The money to pay off the mortgage was coming from the sale of our flat and we never saw it - £245k ish was meant to go to the Nationwide and the rest to the vendor of our new place.
The only payment we made to our solicitors was the deposit ahead of exchange which they confirmed receipt of.
Tbh Nationwide are pretty antiquated on a regular basis, so I wouldn't be that surprised if the issue was at their end.
Anyway, I'm glad we're so happy with our new house because I'd rather remove my teeth with my shiny new DeWalt 18v angle grinder than move again!
Fox
I meant how did you make the payment to your solicitors.
[Edit]
If you paid the solicitors (and this is confirmed) you would have thought (and hoped) that this makes them accountable and responsible for transferring the money to the bank correctly.