Complaining to the Legal Ombudsman
The Legal Ombudsman deals with poor service by legal professionals. This page explains when the Ombudsman is the right route, what they can and cannot do, and how to prepare a complaint that is easier to assess.
This is general information, not legal advice. Always check the Legal Ombudsman’s own website for current rules and time limits.
When the Legal Ombudsman is the right place
This route is usually appropriate if your complaint is mainly about:
- Delay or lack of progress
- Poor communication
- Mistakes or poor handling of your matter
- Failure to follow your instructions
- How costs were handled or explained (service issues)
You normally need to complain to the firm first and either receive their final response or allow their complaints process to end before the Ombudsman will consider your complaint.
When the Ombudsman may not be able to help
The Legal Ombudsman usually cannot:
- Change a court judgment
- Decide who is legally right or wrong in a dispute
- Undo the legal effect of signed documents
- Force a third party to act
- Deal with criminal matters
If your main issue is misconduct (for example dishonesty or misuse of client money), you may need to report to the relevant regulator instead.
Time limits (check carefully)
Time limits matter. If you miss them, the Ombudsman may refuse to look at your complaint.
- You usually need to complain within a set period after the firm’s final response.
- There may also be an overall limit based on when the problem happened.
Always check the current time limits on the Legal Ombudsman’s own website before submitting.
Preparing a clear Ombudsman complaint
The Ombudsman looks for clarity and evidence, not legal argument.
- A short timeline with dates
- What went wrong (service issues)
- The impact on you
- What you asked the firm to do
- The firm’s final response (or lack of one)
Tools that help:
Using the Ombudsman Complaint Builder
If you want help structuring your submission, you can use the Ombudsman Complaint Builder tool.
Open: Ombudsman Complaint Builder →
This helps you turn your timeline and records into a clear summary.
What happens after you complain
- The Ombudsman may ask for more information.
- They may try informal resolution first.
- If needed, they will issue a written decision.
The process can take time. Keep your records organised and respond calmly and promptly to requests.