Solicitor complaint | ConsumerWise

Service complaint first

Separate dissatisfaction with the legal outcome from dissatisfaction with the service you received.

Examples can include unexplained delay, poor communication, failure to follow instructions, costs information, administrative handling or other service issues. A professional-conduct concern may have a different route from a service complaint, so do not assume every issue belongs with the same body.

Editable template

Version 1: complaint to the legal service provider

Use this to start the provider’s formal complaints process.

How to edit it: replace everything in square brackets with your own details. If a bracketed paragraph does not apply, delete it before sending.

Subject: Formal complaint: [matter/reference]

Dear [firm / complaints partner / legal service provider],

Please treat this as a formal complaint about the service provided in relation to [matter/reference].

Issue 1: [delay / communication / instructions / costs / other service issue]
What happened: [facts and dates]
What I expected: [instruction, quoted timescale, service commitment or reasonable expectation]
Evidence: [email, attendance note, bill, retainer, letter or other record]
Impact: [practical/financial consequence]

Issue 2: [second issue]
[Repeat the structure.]

Resolution requested
I ask you to:
• [complete/correct/explain/refund/reduce/review specific matter];
• [take any other practical step]; and
• [consider appropriate redress for the service failure, if applicable].

Please provide a written response addressing each numbered issue and explaining the reasons for your conclusions.

Yours faithfully,
[Your name]

Editable template

Version 2: eight weeks have passed / request final response

Use this if the provider has not resolved the complaint within eight weeks, or you need clarity on whether its response is final before approaching the Legal Ombudsman.

How to edit it: replace everything in square brackets with your own details. If a bracketed paragraph does not apply, delete it before sending.

Subject: Legal service complaint: request for final response: [reference]

Dear [firm / complaints partner],

I raised my formal complaint on [date] under reference [reference].

[Keep what applies:]
[Eight weeks have now passed without a final response.]
[Your response dated [date] does not make clear whether it is your final complaint response.]

The unresolved issues are:
1. [issue]
2. [issue]

Please provide your final complaint response and confirm the information I need to consider referral to the Legal Ombudsman, including the relevant time limits.

[Optional: If you say the complaint process is not complete, please explain the remaining stage and when it will conclude.]

Yours faithfully,
[Your name]

External routes

Service and conduct are not interchangeable.

The Legal Ombudsman deals with complaints about legal service. Serious professional conduct issues can fall to a professional regulator such as the SRA. Check which issue you are actually escalating before sending the same bundle everywhere.

Official & related guidance

Check the route that applies to your situation.

Check the linked guidance before sending. Rules, complaint stages and time limits can differ by sector.