Last reviewed: May 2026
Key facts:- The Legal Ombudsman is the independent body that resolves complaints about lawyers in England and Wales, set up under the Legal Services Act 2007.
- Complaints can only be referred to the Ombudsman after the law firm has had 8 weeks to resolve the issue.
- There is a 1 year time limit from when the complainant became aware of the issue, or 6 years from the act or omission complained of, whichever is later.
UK Consumer Rights Hub › Legal Ombudsman Guide
The Legal Ombudsman handles complaints about solicitors, barristers, licensed conveyancers and other regulated legal professionals in England and Wales. It was set up under the Legal Services Act 2007 and is independent of both the legal profession and the government. This guide explains who can use the service, how to make a complaint, the time limits, the awards the Ombudsman can make, and how the process fits with the Solicitors Regulation Authority disciplinary process.
What the Legal Ombudsman Covers
The Legal Ombudsman covers complaints about regulated lawyers and law firms in England and Wales. This includes solicitors regulated by the SRA, barristers regulated by the Bar Standards Board, licensed conveyancers regulated by the Council for Licensed Conveyancers, and Costs Lawyers regulated by their own body.
The Ombudsman handles complaints about service quality - delays, poor communication, mishandling of money, incorrect advice and similar issues. It does not handle complaints about professional conduct such as dishonesty, which go to the relevant regulator and ultimately to the Solicitors Disciplinary Tribunal.
The service is free for consumers. The lawyer firm pays a case fee where complaints proceed to investigation. Consumers cannot be charged for using the Ombudsman, regardless of outcome.
The Eight Week Rule
Before the Ombudsman can investigate, the law firm must have had eight weeks to resolve the complaint. The complainant must first raise the complaint with the firm and wait for a final response, or wait eight weeks if no final response is received.
Each law firm must operate a written complaints procedure. The procedure is required by the regulators (SRA, BSB, etc.) and must be given to the client at the start of the matter. The procedure sets out the firm internal process for handling complaints.
If the firm issues a final response within eight weeks, the complainant can go to the Ombudsman immediately. If no final response arrives within eight weeks, the complainant can go to the Ombudsman regardless. The eight weeks runs from the date of the initial complaint to the firm.
Time Limits
Complaints must be brought to the Ombudsman within one year of the complainant becoming aware of the issue, or within six years of the act or omission complained of, whichever is later.
These time limits are strict. Late complaints are usually rejected. The clock starts when the complainant knew or should reasonably have known about the issue. In some cases this is the date of the original act; in others it may be later.
Where the law firm complaints procedure delays resolution, the time limits may be extended slightly under the Ombudsman discretion. Complainants should not rely on this; the safer approach is to start the Ombudsman complaint as soon as the firm final response is received or the eight weeks expires.
How to Submit a Complaint
Complaints can be submitted online through the Legal Ombudsman website, by post, or by phone. The online route is the fastest. The form asks for the complainant details, the firm details, a description of the complaint, what resolution is sought, and any supporting documents.
Supporting documents typically include the original letter of engagement, correspondence with the firm, the firm final response, and any bills or invoices. Where the complaint involves mishandling of money, bank statements and trust account records may be relevant.
Complainants who need help completing the form can use the Ombudsman customer service phone line. Citizens Advice and the Law Centres Network can also help with complaints.
Awards and Outcomes
The Legal Ombudsman can award a wide range of remedies. These include directing the firm to apologise, refund or reduce its fees, return papers, take specific corrective action, and pay financial compensation up to a maximum of 50,000 pounds for complaints about acts or omissions on or after 1 April 2023.
The Ombudsman determination is binding on the firm if the complainant accepts it. The complainant has 28 days from the final determination to accept or reject it. Acceptance is binding on both parties; rejection leaves the complainant free to pursue the matter through court.
Where the firm conduct also involves potential professional misconduct, the Ombudsman refers the matter to the relevant regulator. The SRA and similar bodies investigate separately. Serious cases can end at the Solicitors Disciplinary Tribunal, where penalties include fines and being struck off the roll.
Specific Complaint Examples and Likely Outcomes
Delays in litigation. Where a solicitor delay has caused a missed limitation date or other significant loss, the Ombudsman can award substantial compensation. The award reflects the financial impact of the delay - usually the value of the claim that has been compromised.
Failure to provide cost information. The SRA Code of Conduct requires solicitors to provide cost information at the start of the matter and to update it as the matter progresses. Failure leads to fee reductions and possible refunds. The Ombudsman commonly orders such refunds.
Poor communication. Failure to keep the client informed of progress is a frequent complaint. The Ombudsman can award compensation for service failure (typically up to a few hundred pounds) and order the firm to apologise and to improve its processes.
Mishandling of client money. Where client funds have been delayed or mishandled, the Ombudsman can order refund, interest and compensation. Serious cases of misappropriation are referred to the SRA for disciplinary action.
Where to Get Free Independent Help
Citizens Advice Consumer Helpline is the national consumer advice service. It provides free help with legal ombudsman complaint uk, faulty goods, services not delivered as described, scams and unfair contract terms. The helpline operates by phone and online at citizensadvice.org.uk.
Trading Standards is the local authority enforcement body for consumer protection laws. Trading Standards investigates rogue traders, unfair commercial practices and breaches of consumer law. Reports can be made through Citizens Advice, which passes them to the relevant Trading Standards office.
The Financial Ombudsman Service handles complaints about regulated financial services products, including insurance and consumer credit. The FOS is free for consumers and binding on financial services firms up to defined limits. The website at financial-ombudsman.org.uk explains the process.
The county court small claims track handles consumer disputes valued at 10,000 pounds or less. The court is accessible to litigants in person, with capped legal costs and informal hearings. The gov.uk court claim service is the online route for most small claims.
For products and services covered by an approved Alternative Dispute Resolution (ADR) scheme, the ADR provider offers a free or low-cost resolution route. The Chartered Trading Standards Institute approves ADR bodies. Many trade associations operate or partner with ADR schemes.
Action Fraud is the national reporting body for fraud and cybercrime. Scams, fake products and online consumer fraud should be reported to Action Fraud at actionfraud.police.uk or by phone on 0300 123 2040. Reports help build the national picture and can trigger enforcement action.
Putting It All Together
The rules above set out the legal framework, the practical steps and the support routes available. Where the situation is straightforward, the gov.uk pages and the official tools should be enough to act on. Where the situation is more complex, the free advice services listed in the previous section can usually clarify the position and identify the right next step. Many issues that look intractable at first turn out to be resolvable once the right service is engaged.
Keeping written records of communications and decisions throughout is good practice. Where a decision needs to be challenged later - through an internal complaint, an ombudsman, a tribunal or a court - the quality of the contemporaneous record often decides the outcome. Dates, names, reference numbers and copies of correspondence are the building blocks of any later dispute. The gov.uk advice pages and the relevant ombudsman or tribunal websites all set out the evidence they consider when reviewing decisions, and gathering that evidence from the start is one of the most effective protections available.
Frequently Asked Questions
Is the Legal Ombudsman free?
Yes. The service is free for consumers. The law firm pays a case fee where investigation proceeds. Consumers are not charged regardless of outcome.
How long does it take?
Typical investigations take 8 to 12 weeks from acceptance to determination. Complex cases can take longer. The Ombudsman publishes service standard times on its website.
How much compensation can I get?
Up to 50,000 pounds for complaints about acts or omissions on or after 1 April 2023. Most awards are smaller, typically reflecting fee refunds or service compensation.
Can I complain about a barrister?
Yes. The Legal Ombudsman covers complaints about barristers in England and Wales, in addition to solicitors and other regulated legal professionals.
What if I am out of time?
Late complaints are usually rejected. There is limited discretion to accept late complaints in exceptional circumstances. The one-year and six-year time limits should be treated as strict.
Does the Ombudsman cover professional misconduct?
No. Professional misconduct complaints go to the relevant regulator (SRA, BSB, etc.) and ultimately to the Solicitors Disciplinary Tribunal for solicitors. The Ombudsman covers service quality complaints.
How is the Legal Ombudsman funded?
Through case fees paid by the law firm. Consumers do not pay. Firms with high complaint volumes pay more. The funding model is set under the Legal Services Act 2007.
Can the Ombudsman investigate barristers?
Yes. The Legal Ombudsman covers complaints about barristers, solicitors, licensed conveyancers and other regulated legal professionals in England and Wales.
What if the firm has closed?
The Ombudsman can still investigate complaints about closed firms. Compensation orders against closed firms are recovered through the SRA Compensation Fund where appropriate. The investigation route remains open even after firm closure.
How much compensation has the Legal Ombudsman awarded?
Annual compensation varies. Recent annual reports show the Ombudsman awarding several million pounds across thousands of cases. Individual awards typically range from a few hundred to several thousand pounds.
How We Verified This
Information is taken from the Legal Services Act 2007 on legislation.gov.uk, the Legal Ombudsman Scheme Rules, the Solicitors Regulation Authority handbook, the Bar Standards Board handbook, and the Legal Ombudsman service guidance. The 50,000 pound award limit is from the Legal Services Act 2007 (Levy) (No. 2) Order amending the original limit.