If you have received poor legal service from a solicitor in the UK, you have the right to complain — and there are clear, established routes to help you do so. Whether your solicitor has acted unprofessionally, made serious errors, overcharged you, or simply failed to keep you informed about your own case, the law provides protections for members of the public and independent bodies exist specifically to investigate such complaints. Understanding your rights and knowing where to turn is the first step toward getting the outcome you deserve. Read more…
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Your Right to Complain
Every solicitor and law firm in England and Wales is required by the Solicitors Regulation Authority (SRA) to have a formal complaints procedure in place. This means that if something has gone wrong, you are entitled to raise the matter directly with the firm before escalating it elsewhere. Common reasons people complain about their solicitor include unexplained delays in handling a case, a lack of communication or updates, being charged fees that were not properly explained in advance, mistakes made in legal documents or advice, a conflict of interest, or behaviour that appears dishonest or unprofessional. Whatever the nature of your concern, you do not need to be a legal expert to make a complaint — the process is designed to be accessible to members of the public.
Step One — Complain to the Firm First
Before contacting any external body, you must first give the solicitor's firm the opportunity to resolve the matter internally. Start by putting your complaint in writing to the firm's designated complaints handler — their name and the complaints procedure should be set out in the original client care letter you received when you first instructed them. The firm is required to acknowledge your complaint promptly and to provide a full written response within eight weeks. In many cases, complaints are resolved at this stage, with the firm offering an apology, a fee reduction, or other remedial action. Keep copies of all correspondence throughout this process, as you may need it later.
Step Two — The Legal Ombudsman
If you are unhappy with the firm's response, or if eight weeks have passed without a satisfactory resolution, you can escalate your complaint to the Legal Ombudsman — the independent body responsible for handling complaints about legal service providers in England and Wales. The Legal Ombudsman investigates complaints about poor service, such as delays, poor communication, incorrect billing, or failure to follow your instructions. It is free to use and operates impartially, meaning it will consider both your account and the solicitor's before reaching a decision. Generally, you must bring your complaint to the Legal Ombudsman within one year of the problem occurring, or within one year of when you became aware of it, so it is important not to leave things too long. If the Ombudsman finds in your favour, they can direct the firm to apologise, refund fees, or pay compensation of up to £50,000.
Step Three — The Solicitors Regulation Authority (SRA)
While the Legal Ombudsman deals with complaints about the quality of service, the Solicitors Regulation Authority handles more serious concerns about a solicitor's conduct and behaviour. If you believe your solicitor has acted dishonestly, misused your money, broken the law, or committed a serious breach of their professional obligations, this is the body to contact. The SRA has the power to investigate solicitors and firms, impose fines, place restrictions on their practice, or in the most serious cases, strike them off the roll entirely — meaning they can no longer practise as a solicitor. You can report a concern to the SRA directly through their website at any time, and you do not need to have gone through the firm's internal complaints process first if the matter is serious enough.
Claiming Compensation for Negligence
If your solicitor's mistakes have caused you direct financial loss — for example, missing a court deadline, giving incorrect legal advice, or failing to register a property transaction properly — you may have grounds to pursue a professional negligence claim. This is a separate legal route from the complaints processes described above and typically involves instructing another solicitor to bring a claim against the original firm's professional indemnity insurance. All law firms in England and Wales are required to hold professional indemnity insurance for precisely this reason. If you are considering this route, it is advisable to seek independent legal advice as soon as possible, as strict time limits apply to negligence claims under the Limitation Act.
Where to Get Help
Navigating a complaint against a solicitor can feel daunting, but you do not have to do it alone. The Legal Ombudsman website provides clear guidance and an online complaint form. Citizens Advice can help you understand your options and assist with putting your complaint together. If you cannot afford advice, a local Law Centre or pro bono service may be able to assist. The Consumer Legal Group and other legal consumer organisations also provide useful resources. Whatever route you choose, acting promptly, keeping thorough records, and setting out your complaint clearly and factually will give you the best possible chance of a fair resolution.
