Ask the firm how to make a complaint
Ask how to make a complaint. Set out what happened, how it affected you and what you would like the firm to do. Keep a copy and note when you sent it.
Ask who will handle your complaint and when you should expect a response.
When to contact the Legal Ombudsman
The Legal Ombudsman can look at complaints about legal services, such as delays, communication and costs. You can contact it if you are unhappy with the firm’s final response, or if the firm has not responded within eight weeks.
Time limits apply to bringing a complaint. Use the Ombudsman’s complaint checker to find out whether it can help and what you need to send.
Report serious misconduct to the SRA
The SRA investigates serious concerns such as dishonesty, misuse of client money and discrimination. It cannot order a solicitor to apologise or pay compensation for poor service.
Read its reporting guidance to check whether your concern is something it can investigate.
If money or documents may be at immediate risk
Contact the firm using details you have checked independently. Seek urgent help from the organisation that can deal with your concern. If you think a payment may be a scam, contact your bank straight away and report the suspected fraud.