Complaining about a Law Firm

This page walks you through the complaint journey step by step – from raising concerns with the firm, to using their complaints process, and preparing if you later go to the Legal Ombudsman.

If you think it may be misconduct, see Regulators – when to report misconduct →

This is general information, not legal advice. Always check the firm’s own complaints procedure and the Legal Ombudsman’s website for current rules and time limits.

What you can do today (20 minutes)
  1. Write a short timeline with dates (what should have happened vs what did).
  2. List your key documents (emails, letters, bills).
  3. Write one sentence saying what you want the firm to do.
  4. Decide your next step: informal email or formal complaint.

Most complaints stall because one of these four things is missing.

Quick route check (pick the right place)

Complaints can go down different routes. This page focuses on complaining to the firm and (if needed) escalating to the Legal Ombudsman for poor service.

  • Poor service (delay, silence, mistakes, costs handling, failure to follow instructions) → complain to the firm first, then consider the Legal Ombudsman.
  • Serious misconduct (dishonesty, misuse of client money, severe conflicts of interest, forged documents) → you may also need to report to the relevant regulator.
  • You need a legal outcome (e.g. property ownership, undoing signed documents, court orders) → complaint routes may not fix this and you may need legal advice/ADR/court routes.

Many situations involve both: you can complain about service to the Ombudsman and report misconduct to a regulator.

On this page

Want the stable principles behind this page? Start with: Core Guidance v1 →

1. Before you make a formal complaint

A good complaint is based on facts, dates and documents, not just feelings. Before you write, it helps to:

  • Write a simple timeline of what was supposed to happen vs what did happen.
  • Gather key emails, letters, bills and notes of calls.
  • Write down your main issues (for example: delay, poor communication, costs).

Tools that help:

You don’t need everything perfect – just enough to explain what went wrong in a clear, structured way.

How this links to Core Guidance:

The preparation steps above come directly from Core Guidance: File Naming, Records & Time Tracking, Preparing Evidence for a Formal Complaint, and Tone and Behaviour. These principles help you present a calm, factual complaint that can be escalated if necessary.

2. Raise the issue informally

Often the first step is not a formal complaint, but a clear, polite email to the person handling your case.

You might say something like:

“I am concerned about [issue]. Please could you explain what has happened, what the current position is, and what will be done to put this right?”

Keep the email short and factual. Refer to dates and documents where you can. Save both your email and any reply in your folder and update your Communication Log.

3. Make a formal complaint to the firm

Every regulated firm should have an internal complaints procedure.

  • Say clearly that it is a formal complaint.
  • Reference your matter or file number.
  • List issues in numbered points.
  • Explain the impact on you.
  • Say what you want the firm to do to put things right.

Use the Complaint Letter Generator → to make this easier.

Need more guidance first? See How to complain to the firm – step by step →

4. How the firm should respond

A reasonable response will:

  • Address each issue you raised
  • Explain what happened, in simple terms
  • Accept responsibility where appropriate
  • Say what will be done to put things right (or why not)
  • Tell you what happens next and when you will hear again

After you receive the response, read it calmly. Compare it with your original complaint and your evidence. Update your Risk & Issue Log with what has – and has not – been addressed.

5. Signs of poor complaints handling

A poor response does not always mean bad faith, but there are warning signs that the process is not being handled properly. For example:

  • Your main points are ignored or only partly addressed
  • The firm responds emotionally instead of factually
  • The response misrepresents what you said or what happened
  • Responsibility is always shifted elsewhere
  • There is no plan to prevent the problem happening again

If you see these patterns, it may be better to bring the firm’s process to an end and consider external escalation rather than continuing to argue.

See also:
Poor Complaints-Handling Behaviour (Core Guidance) →

6. Asking for a final response

If you feel the firm will not handle the complaint fairly, or the process is going in circles, you can ask for a final response.

You might say:

“Thank you for your response. I do not believe further internal correspondence will resolve this. Please treat this as my request for your final written response so that I can consider my options.”

Keep this calm and factual. You are not asking for permission to escalate – only for a clear outcome of their process.

7. Preparing for external escalation

Once you have the firm’s final response (or if they fail to respond within their stated timescale), you can consider escalating to the Legal Ombudsman, where eligible.

Before you do:

  • Make sure your timeline is up to date
  • Check your Risk & Issue Log and evidence bundle
  • Keep the firm’s complaint response and any earlier replies together

When you are ready to think about escalation, go to:
Escalation – Next Steps →

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