How to complain about a solicitor? The step-by-step process

The solicitor-client relationship is built on trust, expertise, and professional conduct. When these foundations are compromised, clients need to understand their rights and available remedies. Whether facing communication breakdowns, billing disputes, or concerns about professional competence, knowing how to complain about a solicitor effectively can mean the difference between resolution and prolonged frustration. For matters involving severe financial impact or professional negligence, seeking independent legal counsel may be crucial to protect your interests and navigate complex regulatory frameworks.

Learn the exact steps successful complainants take to protect their legal rights.

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On what grounds can you complain about a solicitor?

Understanding valid grounds for complaints is essential for building a strong case.

Professional conduct issues

Professional conduct issues arise when solicitors fail to meet the ethical and professional standards required by their regulatory body. Common violations include:

• Conflicts of interest.
• Missed court deadlines.
• Lack of communication.
• Failure to follow instructions.

Service quality problems

Service quality problems reflect the technical and practical aspects of how your case was handled. These issues often indicate a lack of proper care, attention, or competence in delivering legal services. Key problems include:

• Poor advice.
• Excessive delays.
• Loss of documents.
• Administrative errors.

Financial concerns

Financial concerns involve any issues related to the handling, transparency, and fairness of monetary matters. Common issues include:

• Disputed costs.
• Unclear billing practices.
• Mishandling of client funds.
• Unexpected or excessive fees.

How to complain about a solicitor?

Navigating a complaint against a legal professional requires a methodical approach and careful attention to detail to ensure your concerns are addressed effectively.

Initial direct complaint

The fundamental first step in addressing concerns with your solicitor is to submit a formal complaint directly to the firm. Every law firm in England and Wales is mandated by the Solicitors Regulation Authority to maintain a transparent complaints procedure:

• Request the firm’s written complaints procedure: Start by obtaining the firm’s official complaints policy. This document is typically accessible on the firm’s website and outlines the specific procedures and timeframes governing your complaint.
• Document your concerns clearly and concisely: Structure your complaints in a logical sequence. Include precise dates, communication references, and relevant file numbers. Articulate specifically what went wrong and its impact on your case.
• Specify your desired outcome: Outline your preferred resolution with precision, whether seeking an apology, completion of delayed work, fee reduction, or compensation.
• Submit your complaint in writing, keeping copies of all correspondence: Forward your complaint via email or registered post, securing proof of delivery. Attach copies (never originals) of supporting documents, and maintain a comprehensive file of all submitted materials.
• Allow the firm eight weeks to respond: Legal regulations provide firms up to eight weeks to investigate and address your complaint. Utilize this period to prepare for potential subsequent actions.

The role of the Legal Ombudsman

When direct resolution attempts prove unsuccessful, the Legal Ombudsman stands as an independent authority dedicated to resolving service-related disputes between clients and legal professionals.

When to approach the Legal Ombudsman?

The Legal Ombudsman’s involvement becomes appropriate under specific circumstances:

• When the firm’s proposed resolution fails to address your concerns adequately or appropriately.
• Upon completion of the mandatory eight-week waiting period without receiving a satisfactory resolution or any response.

Powers and remedies

The legal ombudsman possesses substantial authority to resolve disputes and can implement various remedies:

• Authority to order compensation payments up to £50,000 for losses, inconvenience, or distress.
• Power to mandate that solicitors rectify errors or complete unfinished work at no additional cost.
• Ability to direct fee reductions, refunds, or waiver of outstanding charges where service falls below acceptable standards.
• Authority to require formal apologies and explanations from solicitors when professional standards have not been met.

When to approach the Solicitors Regulation Authority?

The Solicitors Regulation Authority (SRA) serves as the principal regulatory body overseeing legal professionals in England and Wales. Unlike the Legal Ombudsman, which handles service complaints, the SRA focuses on serious misconduct that undermines the integrity of the legal profession and public trust in legal services.

Grounds for SRA intervention

Report your concerns to the Solicitors Regulation Authority when encountering:

• Any deceptive practices, including misrepresentation of case progress, falsification of documents, or intentional misleading of clients.
• Evidence of unfair treatment based on protected characteristics such as race, gender, age, disability, or sexual orientation.
• Unauthorized disclosure of sensitive client information or failure to maintain proper data protection standards.
• Abandonment of practice without proper client notification or arrangement for case transfers.
• Any involvement in illegal activities, whether directly related to legal practice or not.
• Severe failures in professional duty that go beyond simple service issues, potentially causing significant harm to clients’ interests.

Regulatory powers and enforcement

The Solicitors Regulation Authority possesses extensive enforcement capabilities to maintain professional standards:

• Authority to impose substantial fines for regulatory breaches, which can reach hundreds of thousands of pounds.
• Power to suspend practitioners immediately when public protection requires urgent action.
• Ultimate authority to strike solicitors from the roll, permanently removing their right to practice.
• Ability to initiate criminal proceedings in cases of serious misconduct, working closely with law enforcement agencies.

Do you need to change lawyer?

While filing a complaint doesn’t automatically necessitate changing your solicitor, certain circumstances may warrant considering alternative legal representation.

Signs it’s time to switch

Consider changing your legal representative when:

• The professional relationship has deteriorated beyond repair, particularly following serious complaints or disputes.
• Your case requires specialized expertise that your current solicitor may not possess.
• Persistent missed deadlines or time-sensitive matters requiring immediate attention.
• Consistent failure to respond to queries or provide updates, even after raising formal complaints.
• Unresolved billing issues or concerns about value for money that affect the professional relationship.

Making the transition

When deciding to change solicitors, follow these essential steps:

• Request complete copies of your case files before initiating the transfer.
• Understand any contractual obligations or fee arrangements with your current solicitor.
• Choose an appropriate moment to change representation to minimize disruption to your case.

Finding your new solicitor

Finding the right replacement solicitor is crucial for ensuring better outcomes. Qredible.co.uk offers a sophisticated platform specifically designed to connect clients with solicitors across England and Wales. Key benefits include:

• Specialized search: Find solicitors with specific expertise relevant to your case.
• Transparent profiles: Review detailed professional backgrounds, and areas of specialization.
• Geographic flexibility: Connect with local solicitors or those willing to work remotely.

FAQs

1. Can I complain about a barrister through the same process? Complaints about barristers should be directed to the Bar Standards Board (BSB).
2. Will making a complaint affect my ongoing case? Solicitors are professionally obligated to continue representing you effectively while a complaint is pending.
3. What if my solicitor pressures me to withdraw my complaint? This is professional misconduct and should be reported to the Solicitors Regulation Authority.
4. Can I see previous complaints about a solicitor? The SRA maintains a public register of disciplinary findings.
5. What if I discover issues after my case is closed? You have six years from the incident or three years from discovering the issue to complain to the Legal Ombudsman, whichever is later.

Taking action against legal professionals requires courage and preparation. By following these structured guidelines and utilizing appropriate regulatory channels, you can effectively address your concerns.

Facing issues with your solicitor?

Qredible pairs you with legal professionals who specialize in professional negligence and complaints. They’ll assess your case, guide you through regulatory procedures, and ensure your interests are protected.

KEY TAKEAWAYS

• The complaint process begins with a formal written submission to your solicitor’s firm, allowing them eight weeks to investigate and respond to your concerns.
• The Legal Ombudsman serves as an independent mediator for service-related complaints, with authority to order compensation up to £50,000 and mandate corrective actions.
• The Solicitors Regulation Authority handles serious misconduct cases, possessing extensive powers to discipline practitioners through fines, suspension, or license revocation.
• Changing solicitors may become necessary when trust breaks down, with Qredible offering access to verified legal professionals who can take over your case effectively.