Complain to the firm (service complaint)
This page helps you write a complaint that a law firm can actually respond to. It is designed for service problems (delay, poor communication, mistakes, costs handling), and it keeps you organised if you later need to escalate.
This is general information, not legal advice. Always check the firm’s own complaints procedure.
What to do today (20 minutes)
- Write a short timeline with dates (what should have happened vs what did).
- List your key documents (emails, letters, bills, attendance notes).
- Write one sentence: “What I want the firm to do is…”
- Choose your route: informal email first, or formal complaint now.
Most complaints stall because one of these four things is missing.
When this page is the right route
This approach is usually right when your complaint is mainly about:
- Delay or lack of progress
- Poor communication or not returning calls/emails
- Not following your instructions
- Errors, missed deadlines, or poor organisation
- Costs that have not been explained properly
If you think there is dishonesty, misuse of client money, forged documents, or other serious misconduct, you may also need to report to the relevant regulator. You can still complain to the firm about service.
The structure that gets results
A firm can only deal with what it understands. A good complaint has five parts:
- Facts – what happened (dates matter).
- Issues – what went wrong (delay, communication, costs, errors).
- Impact – what it caused you (time, stress, cost, risk, missed opportunities).
- Remedy – what you want them to do now.
- Evidence – what documents support it (list them clearly).
Keep your tone calm and factual. Avoid accusations unless you can prove them.
What to ask the firm to do
Be specific. Typical requests include:
- A clear written explanation of what happened and why
- An action plan with realistic timescales
- A named person responsible for fixing it
- A reduction in fees where service was poor
- Compensation for distress/inconvenience (where appropriate)
- A copy of key documents you are entitled to (e.g. file notes, bills)
If you want money back, state the figure you are asking for and why (briefly). If you are not sure of the figure, ask for a fee review and a proposal.
Evidence: keep it simple and readable
Do not attach everything. Attach only what proves your key points.
- Use a short numbered list (E1, E2, E3…)
- Match evidence to a point in your complaint
- Keep emails as PDFs or screenshots if needed
- Keep a copy of exactly what you sent
Tools that help:
How to send it (so it cannot be brushed aside)
- Use the word “Formal complaint” in the subject line.
- Send it to the firm’s complaints email / complaints partner if listed.
- Ask for acknowledgement.
- Ask for a full response within the firm’s stated timescales.
- Keep everything in writing wherever possible.
If you must speak by phone, follow up immediately with an email: “Further to our call at [time/date], my understanding is…”.
Use the Complaint Letter Generator
If you want a ready-made structure, use the generator and then edit the draft so it matches your exact facts.
Open: Complaint to the Firm – Letter Generator →
The strongest complaints usually include a short timeline and a clear remedy request.
What happens next
After you send your complaint:
- Save the sent email/letter and any attachments.
- Note the dates (when you sent it, when they acknowledged it, when they promised a response).
- Update your Risk & Issue Log if deadlines slip or points are ignored.
If the firm’s process ends or they do not respond properly, you can move to: Escalation – Next Steps →