Complaining about your solicitor — the Legal Ombudsman route
REVIEWED BY: Sean McNamara on 2026-09-01
Before the Ombudsman: complain to the firm first
Every law firm must have a complaints procedure. The Legal Ombudsman expects you to give the firm a fair chance to put things right first. Write to the firm (normally the complaints partner), say what went wrong, what you want, and give them time — the firm should reply within 8 weeks at the latest. Keep copies of everything.
What the Legal Ombudsman can do
The Legal Ombudsman is a free, independent service that investigates complaints about poor service by solicitors, and can order remedies such as:
- an apology or explanation
- putting the work right at no or reduced cost
- refunding or reducing fees (up to a financial limit — check the current limit on their website)
- paying for other losses caused by the poor service
It looks at poor service — slow work, failure to follow instructions, not keeping you informed, overcharging. It does not decide whether your legal case was decided correctly, and it cannot review a judge's decision. Complaints about a solicitor's professional conduct (dishonesty, acting improperly) go to the Solicitors Regulation Authority (SRA) instead — and both routes can sometimes run in parallel.
Time limits
Normally you must contact the Ombudsman:
- within 6 months of the firm's final response, and
- within about a year of becoming aware of the problem (with some flexibility for older issues) — check current limits on their site.
Escalation beyond
If you believe the SRA mishandled a conduct complaint, the Legal Services Board can be told. For costs disputes specifically, there can also be detailed assessment by the court — ask about this quickly as time limits are short.
Official links
- https://www.legalombudsman.org.uk/
- https://www.sra.org.uk/consumers/problems/
This page is general information, not legal advice. YourFamilyCase.co.uk is an independent information directory and is not affiliated with the Legal Ombudsman, the SRA or any regulator.
Content verified against the official HMCTS court directory, gov.uk forms and fees pages, and the professional body registers (SRA, FMC, Bar Council). Last reviewed September 2026.