How to Complain About a Solicitor in the UK
If your solicitor has failed to communicate, made errors, or simply not done their job, you have the right to complain — and the process is more straightforward than most people realise.
Here's the step-by-step guide.
Step 1 — Complain to the firm first
Before going to any regulator, you must complain directly to the firm. Every SRA-regulated law firm is required to have a formal complaints procedure. Write to the firm's complaints handler — their details should be in your original client care letter or on the firm's website.
Your complaint should be in writing and should clearly state:
- What went wrong and when
- What impact it had on you
- What outcome you're looking for
The firm has 8 weeks to resolve your complaint.
Step 2 — Legal Ombudsman
If the firm doesn't resolve your complaint within 8 weeks, or if you're unhappy with their response, you can escalate to the Legal Ombudsman (LeO). The Ombudsman is free to use and is independent of the firm.
You must contact the Legal Ombudsman within one year of the problem occurring, or within one year of you realising there was a problem.
The Ombudsman can order the firm to apologise, reduce their bill, or pay you compensation of up to £50,000.
Step 3 — Solicitors Regulation Authority (SRA)
If your complaint is about serious misconduct — dishonesty, misuse of client funds, or criminal behaviour — you should also report it to the SRA. The SRA handles regulatory and conduct issues, not service complaints. Both the LeO and SRA routes can be used simultaneously if appropriate.
The most important thing: your evidence
A strong complaint is built on evidence. You need a clear record of every communication — or attempted communication — with your solicitor, including dates, what was said, and what wasn't done.
CaseChaser builds this record automatically. Every chase email you send, every reply your solicitor makes, and every gap in communication is logged and timestamped. If it ever comes to a complaint, your evidence pack is ready with one click. Start for free at casechaser.co.uk.