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Solicitors and Legal Services
Complaints about poor service from a lawyer, such as delays, poor communication or a bill you think is too high, go to the firm and then the free Legal Ombudsman. Serious misconduct, such as dishonesty or misusing client money, can be reported to the regulator, such as the Solicitors Regulation Authority.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Service Complaints
The Firm Must Tell You How to Complain
Solicitors must tell you how to complain to them and publish their complaints procedure. They must also tell you how to complain to the Solicitors Regulation Authority and the Legal Ombudsman. source
The Legal Ombudsman
The Legal Ombudsman is free and looks at service complaints about solicitors, barristers, licensed conveyancers, legal executives, costs lawyers, notaries and law firms, including complaints about your bill. source
Time Limits
The firm is entitled to eight weeks to deal with your complaint. You must go to the Legal Ombudsman within six months of the firm's final response, and within one year of the problem or of when you found out about it. source
Misconduct
Reporting Serious Misconduct
The Solicitors Regulation Authority investigates serious or repeated poor conduct, such as dishonesty or fraud, misuse of client money or misleading the court. It looks into around one in five reported concerns. source
What the Regulator Cannot Do
The SRA cannot make a solicitor apologise or pay you compensation. Concerns about delays, communication or bills go to the firm and then the Legal Ombudsman, and only clients can raise service complaints. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksLaw firm answers your complaintUp to eight weeks
- 6 monthsGo to the Legal OmbudsmanWithin six months of the final response
- 1 yearOverall time limitWithin one year of the problem or of finding out
Where to Go If It Is Not Put Right
Free routes to escalate, and when each one applies.
The Law Firm's Complaints Procedure
Always start here, in writing.
Legal Ombudsman
After eight weeks or a final response. Free.
Solicitors Regulation Authority
Serious misconduct such as dishonesty or misusing client money. It cannot award compensation.
Steps to Take
Step 1 of 5
Find the firm's complaints procedure (it should be in your client care letter or on its website).
Step 2 of 5
Complain in writing, saying what went wrong and what you want.
Step 3 of 5
Wait up to eight weeks for the firm's final response.
Step 4 of 5
Go to the Legal Ombudsman within six months of the final response.
Step 5 of 5
Report dishonesty or misuse of money to the SRA as well.
(Tap the numbers to reveal steps)
Evidence and Your Letter
Gather your evidence, then build a letter you can send in minutes.
Evidence Checklist
0 of 5 gatheredTap each one when you have it.
CPUKLetter Generator
How This Works
- 1
Tick off the evidence you already have, and see what is still missing.
- 2
Answer the letter questions. Your answers fill in the wording for you.
- 3
Copy or download the letter, check every detail, and send it yourself.
A template, not legal advice.
Watch Out For
Common traps and scams to avoid.
Missing the six-month window after the final response.
Assuming the SRA can get you money back: service complaints go to the Legal Ombudsman.
Will writers and other unregulated advisers may not be covered: check before you instruct them.
Recent or changing rules: tap to read
Checked 13 October 2026. The Legal Ombudsman FAQ page did not list will writers.
Common Problems
Step-by-step help for a specific problem covered by this guide.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Not sure where you stand? Try our action plan tool or the free letter templates.
Sources and official links
- sra.org.uk/consumers/instructing/your-right-to-complain/ Checked 13 October 2026
- legalombudsman.org.uk/for-consumers/faqs/ Checked 13 October 2026
- sra.org.uk/consumers/problems/report-solicitor/ Checked 13 October 2026
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.