Ombudsman Complaint Builder

Use this tool to organise your information before you submit a complaint to the Legal Ombudsman (or similar body). It helps you create a clear, structured summary based on facts, dates and evidence.

This is general information, not legal advice. It is designed for service problems (delay, communication, costs, complaints handling), not for giving legal opinions on negligence or appeals. You are responsible for checking that your complaint is within the Ombudsman’s rules and time limits.

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How this links to Core Guidance:

This builder is intended for use after you have:

Raised concerns and used the firm’s internal complaints process as far as it will reasonably go
Received a final response from the firm, or they have failed to respond in the time they promised
Prepared basic evidence – timeline, key documents, and impact – in line with Core Guidance

It builds on the principles in: When Things Start to Go Wrong, Poor Complaints-Handling Behaviour, and Preparing Evidence for a Formal Complaint. If your internal complaint is still active, focus on those steps first.

1. Basic details

Your name (optional)

Name of firm / lawyer you are complaining about

Their reference (if known)

Regulator (if known, e.g. SRA)

2. Complaint to the firm

The Ombudsman will usually want to know what happened when you complained to the firm first.

Date you first complained to the firm

Date of the firm’s final response (if any)

Firm’s outcome in brief

3. Short overview of your complaint

In 3–6 sentences, describe what your complaint is mainly about.

4. What went wrong with the service?

Tick all that apply, then give more detail in your own words.

Excessive delay / failure to progress the case
Poor communication / failure to keep you informed
Poor information about costs / unexpected bills
Mistakes in documents or handling of the case
Poor complaints handling by the firm
Other service problems

Describe what went wrong (facts and dates, not just feelings):

5. Key dates & evidence

The Ombudsman will expect a clear sequence of events. You don’t need every detail, just key dates.

You can build your full timeline in the Timeline Tracker and then copy the key points here.

Key documents you will attach (or refer to):

6. How this has affected you

The Ombudsman needs to understand the impact on you. This can be financial, practical and emotional.

7. What outcome you are seeking

Be clear and realistic about what you would like the Ombudsman to consider.

8. Other actions or proceedings (if any)

Mention if there are any court claims, regulatory reports, or other processes going on about the same issue.

9. Build your Ombudsman summary

You can paste this into the Ombudsman’s online form or into a separate document. You can also paste it into ChatGPT and ask: “Please improve clarity and structure, without changing any facts or dates.”