How to File a Complaint Against a Solicitor

This detailed guide explains how to file a complaint against a solicitor in England and Wales. It is written for members of the public, students and solicitors. The article outlines your rights when you are dissatisfied with a solicitor's service or conduct, explains the complaints process step by step, covers relevant time limits, and describes what each regulatory body can do. It also highlights practical considerations and answers common questions, making complex legal procedures accessible without offering personalised legal advice.

Why Complaints Matter

Solicitors play a vital role in the justice system, providing legal advice and representation in matters such as civil claims, criminal defence, conveyancing, employment disputes, and compensation claims. Although most solicitors act professionally, there are occasions when clients feel their solicitor has performed poorly, charged unfair fees, failed to communicate effectively, or behaved unprofessionally.

In England and Wales, there are established mechanisms to address client dissatisfaction. Depending on the nature of the concern - whether it relates to poor service, billing disputes, or professional misconduct - complaints can be directed to the firm itself, the Legal Ombudsman, or the Solicitors Regulation Authority (SRA). Knowing which route to take and how to do it is essential to protect your rights and pursue resolution.

Step 1: Complain to Your Solicitor First

Internal Complaints Procedure

The first step is to raise your concerns directly with the solicitor or the law firm that acted for you. Under the rules of professional practice in England and Wales, solicitors must have a complaints procedure and must inform clients how to use it. They should provide you with written details of the process when you first engage them, and again if you ask.

When making your complaint:

• Be clear and specific: Explain what happened, why you are unhappy and what outcome you want.
• Provide relevant documents: Include key correspondence, invoices, case letters and dates.
• Keep records: Save copies of all communications.

Solicitor firms typically aim to resolve complaints within eight weeks. This eight‑week period is a formal “gateway” to taking the complaint further to the Legal Ombudsman if it is not resolved to your satisfaction.

Allowing the firm a reasonable opportunity to handle your complaint demonstrates that you have followed the correct process and strengthens your case if you need to escalate.

Step 2: Contact the Legal Ombudsman

What the Legal Ombudsman Does

If your solicitor's internal complaints process does not resolve the issue, you can complain to the Legal Ombudsman, an independent body that investigates complaints about legal services provided in England and Wales. The Legal Ombudsman can look at issues such as:

• Poor communication or lack of updates
• Delays in handling a matter
• Unclear or inaccurate billing
• Loss of documents
• Inadequate advice or service failings

The Legal Ombudsman cannot give you legal advice but can order remedies such as an apology, correction of mistakes, refund of fees or compensation for losses caused by poor service.

When You Can Complain

You can take your complaint to the Legal Ombudsman if:

• You have already complained to your solicitor and received a final response, or
• Your solicitor has not responded within eight weeks.

Time Limits

You must refer a complaint to the Legal Ombudsman:

• Within six months of receiving the solicitor's final response, and
• Normally within one year of the event you are complaining about or the date you became aware of the issue.

Missing these deadlines may mean the Ombudsman cannot consider your complaint, though they may exercise discretion in exceptional circumstances.

How to Make a Complaint

You can complain online via the Legal Ombudsman's website. The process usually takes about 30 minutes to complete if you provide details such as key dates, a summary of events and evidence of your complaint and the solicitor's response. The Ombudsman aims to process submissions and begin investigations, but initial assessment can take up to 12 weeks.

Step 3: Report Misconduct to the Solicitors Regulation Authority (SRA)

What the SRA Can Do

The Solicitors Regulation Authority (SRA) is the statutory regulator of solicitors and firms in England and Wales. Its role is to enforce the SRA Standards and Regulations, a code of professional conduct that governs the behaviour, integrity and competence of solicitors.

If you believe a solicitor has seriously breached professional standards - for example, through dishonesty, mishandling client money, discrimination, fraud or other conduct issues - you can report the matter to the SRA. The SRA may investigate and take regulatory or disciplinary action, which could ultimately include fines, restrictions or removal from the roll of solicitors.

Reporting to the SRA

You can report concerns about professional conduct online or by completing a report form available from the SRA. When reporting, include:

• The solicitor's or firm's name and address
• Copies of key correspondence or evidence
• Specific details of the alleged breaches, dates and context

Unlike service complaints handled by the Legal Ombudsman, there is generally no strict time limit for reporting misconduct to the SRA, although providing timely information aids effective investigation.

What Happens After You Submit a Complaint

Legal Ombudsman Process

Once your complaint is received, the Legal Ombudsman:

• Confirms jurisdiction and eligibility
• Assigns an investigator
• Collects evidence from you and the solicitor's firm
• Attempts early resolution or moves to full investigation

Investigations are designed to be thorough. Simple cases may be resolved in about three months, but more complex complaints can take up to 12 months or longer.

SRA Investigation

If you report to the SRA, they will assess whether the information suggests a breach of regulatory standards. They may:

• Open a formal investigation
• Request more information
• Decide there is no case to answer

SRA investigations into misconduct can vary in duration depending on complexity and evidence.

Time Limits and Practical Considerations

Time Limits Summary

• Internal complaints: Aim for resolution within eight weeks.
• Legal Ombudsman: Complaint to Ombudsman within six months of final response, usually within one year of the issue.
• SRA reports: No strict statutory deadline, but prompt reporting is recommended.

Evidence and Documentation

Gather and organise all relevant documentation, including:

• Engagement letter or contract with the solicitor
• Invoices and billing statements
• Correspondence (emails and letters)
• Timeline of events
• Any notes of telephone calls

Clear documentation strengthens your case, whether with the solicitor firm, Legal Ombudsman or SRA.

Possible Remedies

The Legal Ombudsman can require a solicitor or firm to:

• Apologise
• Return documents
• Refund fees or pay compensation

The SRA, by contrast, focuses on regulatory compliance and may impose disciplinary sanctions but cannot order compensation itself.

Common Questions

Do I need to complain first to the firm?
Yes. You must generally use the firm's internal complaints procedure before going to the Legal Ombudsman.

Can the SRA award compensation?
No. The SRA can investigate misconduct and take disciplinary action, but compensation issues are handled by the Legal Ombudsman or civil claims if appropriate.

What if the solicitor has closed their practice?
You may still complain to the Legal Ombudsman within the time limits; in some cases an investigation can proceed even if the firm has ceased trading.

Key Takeaways

If you are unhappy with a solicitor's conduct or service in England and Wales:

1. Raise the issue with the solicitor or firm and follow their internal complaints procedure, giving up to eight weeks for a response.
2. If unresolved, complain to the Legal Ombudsman, usually within six months of the firm's final response and no more than one year from the event.
3. For serious professional misconduct (such as dishonesty or breach of rules), report the matter to the Solicitors Regulation Authority (SRA), which can investigate breaches of the SRA Code of Conduct.

Clear evidence, early action and adherence to time limits are key to effective complaints handling.