1. Tell us what happened
First, speak with the solicitor dealing with your matter if you feel able to do so. If the concern cannot be resolved informally, or you would prefer it to be treated formally, tell us that you are making a complaint and describe the issue, relevant dates and the outcome you seek.
2. What we will do
We aim to acknowledge a formal complaint within seven days. We will review the relevant file and information, discuss the concern where helpful and aim to provide a written outcome within 28 days. If more time is reasonably needed, we will explain why and when you can expect a response. In all cases, the firm has up to eight weeks to issue its final response.
3. Legal Ombudsman
If you remain unhappy with our final response, or eight weeks have passed since you complained, the Legal Ombudsman may be able to consider a complaint about service or fees.
Generally, a complaint must be referred within one year of the act or omission, or within one year of when you should reasonably have known there was cause for complaint, and within six months of our final written response where that response gives the required warning. The Ombudsman can extend time in some circumstances; check its current guidance directly.
4. Solicitors Regulation Authority
The SRA does not usually deal with poor service or billing complaints. It can consider serious or repeated concerns about a solicitor’s conduct, such as dishonesty, misuse of client money, discrimination or a serious breach of its rules.
5. Accessibility
If you need this procedure in another format or need a reasonable adjustment to raise a concern, tell us and we will work with you to make the process accessible.