Complaints: the shortest route to the right place
If you are unhappy with legal services, there are several routes — and picking the right one matters. This page helps you decide where to go first, what each body can do, and how to avoid common traps.
- Poor service / delay / communication / costs problems → usually start with the firm, then the Legal Ombudsman.
- Dishonesty / serious misconduct / breaches of professional rules → report to the regulator (service issues may still go to the Ombudsman).
- You need a legal decision (e.g., ownership, court orders) → complaint bodies may not be able to fix that; you may need advice or a court/ADR route.
Step 1: Complain to the firm (almost always first)
Start by complaining directly to the law firm (or chambers) and ask for a written response. This is usually required before the Legal Ombudsman will consider your complaint.
What to include
- What happened (in date order)
- What you expected vs what you got
- The impact on you (time, stress, cost, outcomes)
- What you want to happen now (your “remedy”)
- Evidence list (emails, letters, bills, call notes)
- A clear deadline for reply
Keep it calm, factual, and short. Attach a longer timeline as an appendix if needed.
Common mistakes
- Making it too long to read
- Mixing facts with guesses or accusations
- Not stating what remedy you want
- Not keeping evidence (or not listing it clearly)
- Letting weeks pass without a clear next step
If you feel angry, draft it, sleep on it, then edit it down.
Step 2: The Legal Ombudsman (poor service)
The Legal Ombudsman generally deals with service complaints (for example: poor communication, delay, mistakes, costs handling, failure to follow instructions).
Good fit if your complaint is mainly about…
- Delay or silence
- Not keeping you informed
- Not doing what was agreed
- Costs confusion or billing disputes (service side)
- Poor handling of your matter
What you’ll usually need
- Your complaint to the firm and their final response
- A timeline (dates matter)
- Key evidence (emails/letters/bills)
- What remedy you asked for and what you want now
Service bodies often focus on what is fair and reasonable, not punishment.
Step 3: The regulator (misconduct)
Regulators focus on professional conduct — protecting the public and maintaining standards. They usually do not provide personal compensation for poor service.
Reportable issues may include…
- Dishonesty or misleading statements
- Misuse of client money
- Serious conflicts of interest
- Forged documents or altered evidence
- Repeated or severe breaches of professional rules
If you’re not sure, you can still report — but keep it factual and evidence-led.
What regulators usually want
- Who did what, and when (timeline)
- What rule/obligation you think was breached (if known)
- Evidence (documents, emails, bills)
- What you have already done (firm complaint, Ombudsman)
You can often run both routes: Ombudsman for service, regulator for misconduct.
When a complaint route may not solve it
Complaints bodies can help with service failings and professional standards, but they may not be able to:
- Change a court judgment
- Decide disputed property ownership
- Force a third party to act
- Undo legal effects of signed documents (in many cases)
You may need advice, an alternative dispute resolution route, or (in some cases) court action. If you’re unsure, start by building a clear timeline and evidence log so any adviser can understand the issue quickly.
Fast start: get organised in 20 minutes
Do this now
- Write a 10-line timeline (dates + what happened)
- List your key documents (e.g., 5–15 items)
- Write what you want as the outcome (one sentence)
- Choose your first route: firm / Ombudsman / regulator
What you get
- A complaint that is easier to read and respond to
- Fewer misunderstandings
- Better evidence handling
- A clearer next step if you need to escalate
Most stalled complaints are missing one of: dates, evidence list, or remedy.
Next pages to build: complain-to-firm.html, complain-to-firm-generator.html.