How to complain about a solicitor

Most people are happy with the service they receive from their solicitor, but things sometimes go wrong. Delays, poor communication, unexpected bills and mistakes are the most common causes of complaints. There is a clear process for resolving them.

Step 1: Complain to the firm

Every regulated firm must have a complaints procedure and tell you about it at the start of your matter, usually in the client care letter. Put your complaint in writing to the person named in the procedure. Explain what went wrong, what impact it had on you, and what you would like the firm to do to put it right, such as an apology, a reduction in fees or putting a mistake right.

Keep copies of your letters, emails and any relevant documents. The firm normally has up to eight weeks to resolve your complaint and give you its final response.

Step 2: Take it to the Legal Ombudsman

If you are not satisfied with the firm's final response, or eight weeks have passed without one, you can usually complain to the Legal Ombudsman. Its service is free. It looks at poor service, including delays, poor communication, excessive costs and failure to follow instructions.

Time limits apply. You should complain to the Legal Ombudsman within six months of the firm's final response. The problem itself must also have happened, or you must have become aware of it, within the last year. Check the Ombudsman's website for full details and exceptions.

If the Ombudsman upholds your complaint, it can order the firm to apologise, refund or reduce fees, put things right, or pay compensation.

Reporting misconduct to the SRA

The Solicitors Regulation Authority deals with serious professional misconduct, rather than poor service. Examples include dishonesty, misuse of client money, discrimination, or taking unfair advantage of you. You can report concerns directly to the SRA. It can investigate and take disciplinary action, but it generally cannot get you compensation.

If you have lost money

If you have lost money because of a solicitor's negligence, you may have a professional negligence claim. Regulated firms must hold insurance for this. If money has been lost because of dishonesty, or a firm has failed to account for client money, you may be able to apply to the SRA Compensation Fund. Get independent advice from a litigation solicitor, because these claims have time limits.