Most people in the UK must first complain directly to the firm, then escalate to the Legal Ombudsman or the regulator (such as the SRA or Law Society) if it is not sorted out.

How to complain about a solicitor

1. Work out what went wrong

Before starting any formal process, get clear on what you are actually complaining about.

  • Poor service (delay, not answering, losing documents, unclear bills) is usually for the Legal Ombudsman.
  • Serious conduct issues (dishonesty, misuse of client money, breach of confidentiality, discrimination) are usually for the regulator such as the Solicitors Regulation Authority (SRA) in England & Wales or the Law Society/SLCC in Scotland.
  • Make a short timeline: key dates, what was promised, what happened, and any impact on you.

Think of it as building a simple case file: dates, decisions, emails, and how it affected you.

2. Complain to the firm first

Almost all guidance says the first step is to use the firm’s own complaints procedure.

  • Check the client care letter or the firm’s website for their complaints policy , contact person and timescales.
  • Put your complaint in writing (email or letter) so there is a clear record.
  • Ask for:
    • A formal acknowledgment of your complaint.
    • A full written response within a set time (often up to 8 weeks).

Many firms must confirm how they will investigate, who is dealing with it, and when you can expect a decision.

3. How to write the complaint

A clear, calm, factual letter or email is far more likely to get results.

  • Start with your details : name, address, contact info, and file/case reference.
  • Identify the solicitor/firm and the type of case (e.g. house purchase, divorce, injury claim).
  • Explain:
    • What you asked them to do.
    • What went wrong, with dates and examples.
    • How this has affected you (stress, extra cost, lost opportunity, delay).
  • Say what you want to happen:
    • Apology.
    • Fixing the mistake (redoing work, updating the court, correcting documents).
    • Fee reduction or refund.
    • Compensation for additional loss where appropriate.

The Legal Ombudsman and consumer guides often provide free complaint letter templates you can adapt.

4. Escalating if the firm doesn’t fix it

If you are still unhappy after the firm’s final response, or they fail to respond in time, you can escalate.

Legal Ombudsman (service complaints – England & Wales)

  • Handles poor service by solicitors and other legal service providers (delay, not following instructions, unclear costs, etc.).
  • You normally must:
    • First complain to the firm.
    • Then go to the Ombudsman within the current time limits (check their website for the most up‑to‑date rules).
  • The Ombudsman can require apologies, fee refunds or reductions, and sometimes compensation for loss or distress.

Regulators (conduct complaints)

If you think your solicitor may have broken professional rules, you can report them to the regulator.

  • England & Wales: Solicitors Regulation Authority (SRA) – deals with dishonesty, misuse of client funds, confidentiality breaches, serious failures of ethics or integrity.
  • Scotland: Scottish Legal Complaints Commission (SLCC) and Law Society of Scotland – SLCC is the “gateway” and routes service vs conduct complaints.
  • When reporting, you will usually be asked for:
    • Name and address of the solicitor/firm.
    • Clear description of what happened and when.
    • Copies of key documents (emails, letters, statements, court orders, etc.).

Regulators focus on protecting the public rather than getting you compensation, but findings can support other action.

5. Extra tips, forums and “latest” angles

Recent guides for homeowners and other consumers show that complaints about solicitors often cluster around conveyancing delays, poor communication, and surprise fees, especially in the busy property markets of the last few years.

On forums, common themes people share include:

  • “They never answer my emails or calls.”
  • “They missed a deadline.”
  • “My bill is far higher than I was told.”

Some practical, experience‑based tips that keep coming up in those discussions and guides are:

  • Keep everything in writing and store emails, letters and notes of calls.
  • Stay calm, avoid insults or threats – it weakens the complaint.
  • Be precise about what outcome you want and what you think is fair.
  • If the matter is complex or high‑value, consider getting independent legal advice before or alongside your complaint.

Information gathered from public forums or data available on the internet and portrayed here.

TL;DR:
Complain in writing to the firm first, using their complaints procedure and setting a clear timescale. If they do not sort it out, escalate a service complaint to the Legal Ombudsman and serious misconduct to the SRA, SLCC or relevant Law Society, with a clear timeline and evidence attached.