Our work for consumers
We do not investigate individual complaints, but we are working with the Law Society on behalf of consumers to help them reach service standards that they could reasonably expect. That means providing a service that is impartial, clear and easy to understand, efficient and gives effective remedies.
The appointment of the Commissioner:
- is a message to users of legal services that things are going to be put right
- should help to improve public confidence in the Law Society and in solicitors in general
- will help to deliver a complaints system where concerns are viewed seriously and where, quick and effective action is taken, mistakes are put right and misunderstandings are cleared up.
Improving the Law Society's service
The Commissioner:
- is working closely with the Law Society to overcome such problems as long delays and failing to keep complainants informed about progress
- has experience of investigating thousands of individual complaints because of her other, separate, role as the Legal Services Ombudsman
- has an extensive network of contacts with solicitors and is familiar with many of the issues that solicitors have to deal with that can lead to complaints
- has built up knowledge about the Law Society's complaints handling systems and performance
- has appointed an Advisory Board and a Consumer Board to enhance the decision making and add additional levels of confidence – particularly for the consumer.
As a result the Commissioner:
- identifies performance targets that will steer the Law Society to deliver an effective and efficient service
- discusses with the Law Society how to achieve these performance levels
- requires a plan from the Law Society detailing how it will improve its complaint handling.
- undertakes audits of Law Society cases
- makes recommendations to improve the Law Society's performance
- closely monitors the Law Society's performance to measure the level of improvement made.
Potential penalties
The Commissioner can make the Law Society pay a penalty if it fails to produce an adequate plan for handling complaints effectively and efficiently, or fails to comply with such a plan. The maximum penalty is the lower of £1 million and 1% of the Law Society's annual income.
What to do if you want to complain about a solicitor
If you are not happy with the service you have received from a solicitor, there are a number of ways in which you can complain, briefly described below. Importantly, this only relates to complaints about solicitors in England and Wales. For other providers of legal services or services outside England and Wales please try our links.
Step 1: Complaining to a solicitor
Your first step when making a complaint is to approach your solicitor. Solicitors should normally:
- give you a client care letter that sets out what you have asked them to do, who will be handling your case and such things as the likely cost
- tell you about any possible increase in costs and seek your agreement
- give you accurate and complete information, and keep you informed about progress
- do what you instruct them to do
- act without delay
- reply to your phone calls and letters within a reasonable time
- follow the standards of behaviour laid down for solicitors in the Law Society's Guide to the Professional Conduct of Solicitors.
Solicitors should have a system in place for dealing with complaints about their work. They should give you the name of a partner in the firm you can write to or speak to if you want to complain. If you do complain then the solicitor should give you a detailed reply within a reasonable time, normally 28 days.
Step 2: Complaining to the Law Society
If you have not received a reply within a reasonable time or you are not satisfied with the solicitor's reply you can complain to the Law Society in England and Wales.
The Law Society should normally:
- give you information about how it will deal with your complaint
- if you are concerned about your solicitor's charges, describe ways to determine what is fair
- ask your solicitor to give an explanation and let you comment on what your solicitor says
- help you and your solicitor to reach an agreement if this is appropriate
- be polite and helpful
- keep you up to date about progress if it is investigating your case
- reply to letters and phone calls within a reasonable time.
If you complain to the Law Society about its own service then they should:
- acknowledge your complaint within 5 working days
- give you a response and update within 20 working days of the acknowledgement.
Step 3: Complaining to the Legal Services Ombudsman
If you are not satisfied with the way that the Law Society has investigated your complaint and you have received its decision, you can ask the Legal Services Ombudsman to look at how the Law Society dealt with your complaint. You should write to the Ombudsman within 3 months of receiving that decision.
Improving the image of the profession
We hope very much that solicitors will support the efforts of the Law Society and ourselves to improve the handling of complaints. Success will:
- do much to improve public views of the service offered by solicitors and their professional body.
- re-assure people who are thinking of using solicitors.
Useful links
Guide to the Professional Conduct of Solicitors 
Law Society in England and Wales
Office of the Legal Services Ombudsman
