How to complain about a solicitor (Legal Ombudsman and SRA)
To complain about a solicitor, start with the firm itself. Put the problem in writing and give the firm the chance to put things right. If it does not, you can take the complaint to the Legal Ombudsman, which is free to use. Time limits apply, so keep track of the dates.
The short answer
Complain to the firm first, then go to the Legal Ombudsman if the problem is still not fixed. That order matters, because the Ombudsman expects you to have given the firm the chance to respond before it looks at your complaint.
The Ombudsman deals with complaints about service, not only about solicitors. However, it is not a quick route, and the time limits are strict. As a result, it helps to start early, write things down and keep copies of everything you send and receive.
Step 1: complain to the firm
You must first complain to the legal service provider. The firm has up to eight weeks to put things right, and only after that can you bring the complaint to the Legal Ombudsman.
While you wait, keep a simple record. Note the date you complained, who you spoke to and what you asked for. For example, you might want an apology, a corrected bill or work finished properly. Being clear about the outcome you want makes it easier for the firm to respond.
Although you can raise a problem by phone, a written complaint leaves a clear trail. Therefore, send an email or letter and keep a copy. Check the dates too, since the eight weeks and the later time limits both depend on when you first complained and when the firm replied.
Step 2: the Legal Ombudsman
The Legal Ombudsman investigates complaints about the service from regulated legal service providers. These include solicitors, barristers, licensed conveyancers, costs lawyers, legal executives and notaries. Because it covers a wide range of providers, it is the usual next step when a firm has not resolved your complaint.
It says it can look at communication, cost information, timeliness, instructions and complaint handling. While that list is broad, it is about the service you received from the firm. Before you refer anything, read your notes and decide which of these areas your problem fits. Note dates and names beside each area, because clear notes make your case easier to follow.
The Ombudsman says its service is free to consumers, and you can bring a complaint yourself. That means you can make the referral yourself. However, if you are worried about legal costs more generally, the guide on free legal advice and legal aid in London explains where else to look.
Time limits
To go to the Legal Ombudsman, you must refer your complaint within one year of the problem happening, or within one year from when you found out about it. You must also refer it within six months of your service provider’s final response. Both limits matter, so check each date against your own timeline.
The time limits changed from 1 April 2023. They now run from one year from the act or omission, or one year from when the complainant should have realised there was cause for complaint. An ombudsman can extend the limit if it is fair and reasonable to do so.
An extension may not be available, so do not rely on one. Therefore, write the key dates down on one page, so nothing gets missed. Note when the problem happened, when you found out, when you complained and when the firm replied. Keep your letters, emails and replies together with those dates.
How long it takes
The Legal Ombudsman page says it is currently taking 9-12 months for most cases to be accepted and for an investigation to begin. That is a long wait, so it is worth knowing before you start.
However, the wait is not a reason to put off complaining about your solicitor. While you wait, keep your documents together and avoid adding new material unless something important changes. A tidy file also means you can answer any later questions without delay.
If your matter is still live, think about what else you need in the meantime. For example, you may need another solicitor to finish the work. In that case, the guide on how to check a solicitor is regulated shows what to look for before you instruct anyone new.
Quality-mark complaints
If your solicitor is a Law Society accredited member, there is a separate route. The Law Society page on accreditations says that if you have a complaint about one of its accredited members, you can email or phone. Use the contact route on its site rather than a number from elsewhere.
This is separate from the Legal Ombudsman. Ask the firm which quality marks it holds, because that tells you whether this route applies. Write down the answer and the date you received it. Meanwhile, keep following the firm complaint and Ombudsman steps so that no time limit is missed.
If you are still deciding which area of law your problem falls under, the practice areas pages set out the main types of work. Finally, before you instruct any solicitor in future, use the check-a-solicitor page to see how to check who you are dealing with.