Most people’s dealings with solicitors go smoothly, but when they do not, it can feel hard to push back against a professional. If you need to complain about a solicitor, you have clear rights. Every solicitor’s firm in England and Wales must have a complaints procedure, and there is a free, independent ombudsman if the firm does not put things right.
Time limits: the Legal Ombudsman normally expects you to bring a complaint within six months of the firm’s final response, and within one year of the problem (or of when you became aware of it).
First, identify what kind of problem it is
Service problems include delay, poor communication, not following instructions, mistakes and unexpected or excessive bills. These go through the firm and then, if necessary, the Legal Ombudsman.
Professional misconduct includes dishonesty, misuse of client money, discrimination, serious conflicts of interest and breaches of confidentiality. These are matters for the Solicitors Regulation Authority (SRA), which regulates solicitors and can take disciplinary action.
Some problems are both. You can raise a service complaint and report misconduct at the same time.
Step 1: Complain to the firm
Your client care letter should explain the firm’s complaints procedure and who to contact. Put your complaint in writing and keep it focused:
- what went wrong, with dates
- how it has affected you, including any financial loss, extra cost or distress
- what you want the firm to do, such as an apology, a fee reduction, a refund or completion of the work
Keep copies of emails, letters, bills and notes of phone calls. The firm has up to eight weeks to resolve your complaint.
Step 2: Go to the Legal Ombudsman
If the firm has not resolved things within eight weeks, or you are unhappy with its final response, you can take the complaint to the Legal Ombudsman. The service is free. Individuals, very small businesses, charities and some others can use it.
The Ombudsman can require a firm to apologise, reduce or refund fees, put a mistake right at its own cost or pay compensation of up to £50,000. Its decisions are binding on the firm if you accept them.
Watch the deadlines: you normally need to complain within six months of the firm’s final response, and no later than one year after the problem happened or after you should reasonably have known about it.
Step 3: Report misconduct to the SRA
If you believe a solicitor has behaved dishonestly or unethically, you can report them to the SRA. The SRA does not award compensation for poor service, but it can investigate, discipline the solicitor and, in serious cases, refer them to the Solicitors Disciplinary Tribunal. If client money has gone missing because of a solicitor’s dishonesty, the SRA Compensation Fund may be able to help.
Disputing a bill
If your main concern is the size of a bill, raise it with the firm first and ask for a detailed breakdown. The Legal Ombudsman can look at whether fees were reasonable. You can also ask the court to assess the bill, but that route has strict time limits and cost risks, so take advice before choosing it.
When it is a negligence claim
If a solicitor’s mistake has cost you a significant sum, for example a missed deadline that ended your case, you may have a professional negligence claim. That is separate from the complaints process and is brought against the firm (and its insurers) in the courts. Time limits generally run for six years from the negligent act, or three years from when you knew about the loss if later, subject to an overall longstop.
Tips for getting a good outcome
- Stay factual and polite. Complaints written calmly are taken more seriously.
- Say clearly what would put things right.
- If your matter is urgent, ask for your file so another firm can take over. The firm may keep it until fees are paid, but it cannot hold up an urgent matter unreasonably.
Getting help
If a mistake has cost you money, professional negligence solicitors can tell you whether you have a claim against the firm. If you simply need someone new to take over your matter, you can search for a solicitor in the right area of law from our home page.
Sources
Checked against the law in England and Wales on 30 September 2026.