How to complain about a solicitor in England and Wales

Step 1: complain to the firm

Every SRA regulated firm must operate a written complaints procedure, free to use. Ask for it, or look for it on the firm's website (firms are required to publish complaints information there). Then:

• Complain as soon as possible, in writing, and keep copies.
• Say clearly what went wrong and what outcome you want.
• Give the firm up to eight weeks to send a final response.

The Legal Ombudsman publishes a formal complaint letter template you can use for this first letter. If the problem is that the solicitor has simply gone quiet, the solicitor not responding guide covers the escalation steps to try before a formal complaint, and a chasing approach that usually works.

Step 2a: poor service goes to the Legal Ombudsman

If the firm's final response does not resolve things, or eight weeks pass without one, you can take a service complaint to the Legal Ombudsman. Service means things like delays, unclear or missing communication, problems with your bill, or lost documents. The Ombudsman is independent, free for consumers, and can direct a firm to refund or reduce fees, redo work, or pay compensation. If the dispute is specifically about the size of the bill, the guide to challenging a solicitor's bill compares this route with the court assessment route and its stricter deadlines.

Contact: legalombudsman.org.uk, 0300 555 0333, or [email protected].

Time limits that matter

• Six months from the firm's final response to refer the complaint to the Ombudsman. This clock only starts if the final response prominently told you about the Ombudsman, gave its full contact details and warned about the six month limit; if it did not, a later referral can still be accepted.
• One year from the problem happening, or one year from when you should reasonably have known about it, whichever is later.
• The Ombudsman can extend these limits where it considers that fair and reasonable, but do not rely on that: refer promptly.

Compensation for loss, distress or inconvenience is capped at 50,000 pounds, though most awards are far smaller. Fee reductions and refunds are separate remedies and sit outside that cap.

Step 2b: misconduct goes to the SRA

If the problem is behaviour rather than service, report it to the Solicitors Regulation Authority: dishonesty, misuse of your money, taking unfair advantage, or other breaches of SRA rules. The SRA can investigate and discipline solicitors and firms, but it does not handle service complaints or order compensation for poor service; that is the Legal Ombudsman's job. The exception is money that was stolen or not accounted for: the SRA Compensation Fund can make discretionary payments in those cases. If the firm itself has been closed down by the SRA, the firm closed down guide explains what happens to your case, files and money.

Not sure which body fits? A short version: billing and communication problems are service (Ombudsman); lying and missing money are conduct (SRA). Some cases justify both.

Before you instruct a solicitor at all

Two free checks reduce the chance of needing this guide. First, look the firm up on the SRA's Solicitors Register. Second, look at the firm's website: regulated firms must show a clickable SRA digital badge, complaints information and, for common services, published prices. Our scan of thousands of firm websites shows how often each of these is actually present, and you can run a free check of any firm's website in about two minutes.

This guide is general information about the complaints route in England and Wales, not legal advice about any specific case or firm.