How to Complain About Your Solicitor (And Actually Get Somewhere)

Legal Ombudsman complaints have surged 37% year-on-year, with nearly 3,500 new cases in just the last quarter. Communication failures, delays, and unclear fees are the top issues. If your solicitor isn't responding, has overcharged you, or has made mistakes that cost you money, here's exactly how to complain and what you can expect.

When You Can Complain

You can complain about a solicitor (or any regulated legal professional) if they've provided poor service. This includes:

• Not responding to calls or emails - 85% of communication complaints are upheld by the Legal Ombudsman on investigation
• Unreasonable delays - your conveyancing taking 6 months when they said 6 weeks, probate dragging on for years
• Unclear or excessive fees - not telling you costs upfront, charging more than quoted, or adding hidden disbursements
• Mistakes - missed deadlines (particularly limitation dates), incorrect advice, errors in documents
• Failure to follow instructions - not doing what you asked them to do, or doing something you didn't authorise
• Losing documents - misplacing your paperwork or failing to pass files when you change solicitors

The 8-Week Rule: Complain to the Firm First

Before you can go to the Legal Ombudsman, you must complain to the solicitor's firm directly. Every firm is required to have a complaints procedure.

How to Complain to Your Solicitor

1. Put your complaint in writing (email is fine). Address it to the firm's complaints partner or handler; most firms list this on their website or terms of business letter
2. Be specific. Describe what went wrong, when, and the impact on you
3. State what you want. A fee reduction? Compensation? An apology? An action to be completed?
4. Keep copies of everything you send

The firm has 8 weeks to resolve your complaint. If they don't respond within 8 weeks, or if they send you a final response you're unhappy with, you can escalate to the Legal Ombudsman.

The Legal Ombudsman: Your Free Escalation Route

What They Can Do

The Legal Ombudsman can order the solicitor to:

• Reduce or refund fees - including ordering a complete fee refund for poor service
• Pay compensation - up to £50,000 for financial loss, distress, and inconvenience
• Redo work - order the firm to put right what went wrong at their own expense
• Return documents - release your file if they're holding it hostage
• Apologise - require a formal apology

Time Limits

You must complain to the Legal Ombudsman within:

• 1 year of the act or omission you're complaining about, OR
• 1 year from when you first realised there was cause to complain

AND within 6 years of the act or omission.

How to Complain to the Legal Ombudsman

1. Complete the complaint form at legalombudsman.org.uk
2. Provide your complaint letter to the firm, their response (if any), and supporting evidence
3. The Ombudsman will investigate and attempt to resolve the complaint informally
4. If informal resolution fails, a formal investigation and decision will follow

The service is completely free for consumers.

The Solicitors Regulation Authority: For Serious Misconduct

The Legal Ombudsman handles service complaints. The Solicitors Regulation Authority (SRA) handles misconduct - things that go beyond poor service into professional wrongdoing.

Report to the SRA if your solicitor has:

• Stolen or misused your money - including taking money from client account without authorisation
• Acted dishonestly - lied to you, forged documents, or covered up mistakes
• Discriminated against you - based on age, race, gender, disability, etc.
• Breached confidentiality - shared your private information without consent
• Had a conflict of interest - acted for both sides without telling you

The SRA can fine, suspend, or permanently strike off solicitors for serious misconduct.

Claiming Compensation for Negligence

If your solicitor's mistake caused you financial loss (not just frustration), you may have a professional negligence claim. Common examples:

• Missing a court deadline, causing your case to be struck out
• Giving incorrect advice that led to financial loss
• Failing to carry out proper searches on a property purchase, missing a major defect
• Errors in drafting contracts or wills

How It Works

All solicitors are required to carry professional indemnity insurance (minimum £2 million for sole practitioners, £3 million for partnerships). This insurance covers claims for professional negligence.

1. Get independent legal advice - you'll need a different solicitor to assess whether you have a viable negligence claim
2. Send a Letter Before Action - giving the negligent solicitor 14 days to respond
3. Claim against their insurance - if they accept liability, their insurer pays. If they dispute it, you may need to go to court

Time limit: You generally have 6 years from the date of the negligent act to bring a claim (or 3 years from when you discovered the damage, subject to a 15-year longstop).

Changing Solicitors Mid-Case

If you've lost confidence in your solicitor, you can change at any time. Your current solicitor:

• Must release your file to your new solicitor (they can't hold it hostage for unpaid fees; the SRA's rules are clear on this)
• Can only charge for work done up to the point of transfer
• Must cooperate with the handover

Tip: Ask your new solicitor to request the file transfer. It's usually smoother than doing it yourself.

Red Flags to Watch For

Know when to be concerned about your solicitor:

• Goes silent for weeks without explanation
• Won't give you a clear cost estimate or keeps revising upwards
• Misses deadlines and blames "the other side" or "the system"
• Asks you to send money to an unexpected bank account (possible fraud: verify independently)
• Refuses to put advice in writing - always insist on written confirmation of key advice
• Pressures you to make quick decisions without time to consider

Document everything from day one. Keep a log of calls, save emails, and note any promises made. If things go wrong, this evidence is invaluable for your complaint.