My Solicitor Isn't Replying — What Can I Do?

If you've sent your solicitor an email and heard nothing back for a week or more, the frustration is completely understandable. Poor communication is consistently the number one complaint to the Legal Ombudsman every year — so if it's happening to you, you're in good company.

Here's a practical guide to what you can do, in order.

Step 1 — Chase by email first

A clear, professional chase email is always your first move. Keep it factual: state when you last heard from them, what you're waiting on, and ask for an update by a specific date. Avoid anything emotional — you want a paper trail that shows you've been reasonable.

Step 2 — Follow up by phone

If email gets no response within 48 hours, call the firm directly. Ask to speak to your solicitor or their supervisor. Note the date, time, and who you spoke to.

Step 3 — Contact the firm's complaints team

Every regulated law firm must have a complaints procedure. If your solicitor isn't responding, you're entitled to escalate internally. Ask for the firm's complaints handler in writing.

Step 4 — Know your escalation rights

If the firm doesn't resolve your complaint within 8 weeks, you can take it to the Legal Ombudsman. You can also report serious conduct issues to the Solicitors Regulation Authority (SRA) at any time.

The most important thing: keep a record

Whatever you do, log every contact attempt — date, method, what you said, what (if anything) they said back. If you ever need to escalate to the Ombudsman, this record is your evidence.

CaseChaser automatically tracks every interaction with your solicitor, generates professionally worded chase emails for your exact situation, and tells you exactly when you've hit the Legal Ombudsman threshold. Start for free at casechaser.co.uk.