When concerns arise about your solicitor’s conduct or service, understanding how complaints work is essential. This guide outlines the Law Society’s role, the proper complaint channels—internal firm process, Legal Ombudsman, Solicitors Regulation Authority (SRA)—and how law firms like Linkilaw address complaints professionally.

1. The Roles: Law Society, SRA & Legal Ombudsman

Law society complaints is the representative body for solicitors, but it doesn’t handle client complaints directly. Instead:

• The SRA, operationally independent though statutorily linked to the Law Society, regulates solicitor conduct and professional standards. 

• The Legal Ombudsman (LeO) investigates service complaints (e.g. delays, poor communication, billing issues). It’s a separate arms-length body created under the Legal Services Act 2007. 

If your concern is misconduct—dishonesty, discrimination, misuse of client funds—you report to the SRA. For poor service, you go to the Legal Ombudsman, but only after using the firm’s internal complaints process.

2. Step 1: Complain to Your Law Firm

Every law firm must provide a clear, written complaints procedure, published on their website or in their client care letter, and must:

• Respond promptly, fairly, and free of charge. 

• Include SRA and Ombudsman contact details and time limits. 

• Acknowledge complaints within two working days, usually and resolve in a few weeks.

For instance, Linkilaw Solicitors provides responsive complaints procedures with escalation paths—typically resolving issues internally before clients turn elsewhere.

3. Step 2: Escalate Poor Service via the Legal Ombudsman

If the firm’s response is unsatisfactory—or eight weeks have passed—the next step is the Legal Ombudsman, which handles complaints about:

• Delays or poor communication

• Billing issues

• Lost documents, inadequate work

• Other service-related grievances 

Key details:

• Complaint must be lodged within 6 years from act/omission or 3 years from knowing about it. 

• Compensation can include refunds, repayments, and apologies—if service is found to be deficient.

• LeO handles 80k–100k cases since 2010; each case may take up to 290 days currently. LeO’s 2025–26 budget has increased to tackle backlog and rising cases.

4. Step 3: Report Misconduct to the Solicitors Regulation Authority

If your complaint concerns misconduct or breach of the SRA Code of Conduct—such as dishonesty, fraud, treating clients unfairly, or misusing funds—you should contact the SRA. 

The SRA can take action if evidence merits investigation, ranging from censures or fines to referral to the Solicitors Disciplinary Tribunal, which may impose suspension or strike off.

Note: service issues (e.g. negligence or poor advice) are for LeO, not SRA—unless they also suggest professional misconduct.

5. Why This System Exists: Lessons from History

Before independent oversight, client concerns were handled internally by the Law Society. The Glanville Davies affair was a turning point: despite grossly inflated billing and poor service, the Society failed to discipline him until public scandal erupted. This led to reforms and the creation of independent oversight bodies. 

6. Why Complaints Are Rising—And What That Means

Between 2013–2023, “first-tier” complaints at firm level rose by over 40% to almost 36,900. Clients are more comfortable challenging poor service, while the number of solicitors grew from 127,000 to 160,000. 

Response times from the SRA have doubled—from ~25 days to ~50–55 days—due to this surge. 

7. Good Practice from Law Firms

Law Society practice guidance recommends:

• Listen first, acknowledge issues, manage expectations

• Communicate clearly, avoid legal jargon

• Provide fair and timely response

• Signpost to LeO if unresolved

• Use feedback to improve internal processes. 

Clients should feel heard, and solicitors must view complaints as opportunities to improve.

8. What Good Firms Do: Lessons from Linkilaw and Others

Boutique firms like Linkilaw Solicitors exemplify robust complaints handling:

• Provide clear grievance procedures with escalations

• Respond promptly with internal review and senior oversight

• Offer optional meetings, informal resolution, and follow-up

• Encourage transparency and clarity throughout the process

Such practices make clients feel valued, mitigate reputational risk, and often resolve issues before escalation.

9. Step-by-Step: What to Do if You Have a Complaint

A. Internal Stage

• Submit complaint promptly to the firm’s complaints manager

• Clearly outline the issue and desired outcome (refund, explanation, etc.)

• Allow up to eight weeks for resolution

B. Escalation to Legal Ombudsman (LeO)

• Occurs if internal resolution fails or eight weeks have passed

• Submit official complaint with documentation

• LeO investigates: informal resolution attempts, then formal review (~290 days)

• Award possible compensation for poor service

C. Reporting to SRA

• Use this channel only for misconduct-related complaints

• Submit via SRA portal or letter, citing specific breaches

• Co-operate with investigation as required

10. Formal Complaints vs Informal Feedback

Even informal concerns—like missed updates or dissatisfaction—can escalate if ignored. Practices should encourage early acknowledgment and internal resolution. As guideposts suggest: handle informal feedback swiftly to prevent formal escalation. 

11. What Happens During SRA / Tribunals

• SRA refers serious conduct matters to a panel or regulatory body

• In England & Wales, misconduct can lead to striking off, fines, or disciplinary action by SRA or independent tribunal enforcement

• In Scotland, complaints begin at SLCC, then referral to Law Society of Scotland or Scottish Tribunal. Outcomes range from compensation to suspension. 

12. Navigating the Process as a Complainant

• Keep detailed records: emails, dates, fees, conversations

• Be clear what outcome you seek: apology, refund, corrective action

• Engage constructively at firm level

• Escalate formally if needed—LeO is free and impartial

• In misconduct cases, consider professional legal representation

13. Retail vs Conduct Complaints: What's Different

Complaint Type	Who Handles It	Time Limit	Sanctions/Outcome
Poor service (e.g. delays, bill)	Legal Ombudsman (LeO)	6 yrs from event / 3 yrs when noticed	Refund, apology, corrective action
Professional misconduct	SRA → Solicitors Disciplinary Tribunal	ASAP after awareness	Censure, fine, suspension, or strike off

 

SRA handles more serious ethical violations; Ombudsman addresses operational service issues.

14. Why Complaints Clarity Matters

• Maintains professional standards and public trust

• Holds solicitors accountable for conduct and service

• Prevents unchecked poor practice repeating

• Encourages firms to train staff and improve systems

• Provides resolution and compensation to affected clients

Law society complaints—whether concerning service or professional conduct—are best resolved using a structured approach:

1. Use your law firm’s internal complaints process first

2. Escalate poor service to the Legal Ombudsman

3. Report serious conduct issues to the SRA

Boutique firms like Linkilaw Solicitors serve clients well by adopting clear, robust procedures and committing to transparency. When legal matters go wrong, a trusted pathway to resolution, backed by independent oversight bodies, ensures clients are protected—and standards are upheld.