When it comes to dealing with complaints with solicitors, it’s important to follow a systematic procedure to ensure that your concerns are addressed effectively. This article outlines the key steps to follow for a complaints procedure with solicitors, from choosing a solicitor to reviewing the outcome. By following these steps, you can navigate the complaints process and seek resolution for any issues you may have encountered.

Key Takeaways

Choosing a Solicitor

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Researching Solicitors

When it comes to choosing a solicitor, thorough research is crucial. Take the time to gather information about potential solicitors before making a decision. Look for credentials such as accreditations from the Law Society and any relevant expertise in the area of law you require assistance with. Additionally, reading reviews from previous clients can provide valuable insights into a solicitor’s reputation and level of service. By conducting thorough research, you can ensure that you select a solicitor who is well-suited to handle your legal needs.

Checking Credentials

When choosing a solicitor, it is crucial to thoroughly check their credentials to ensure they have the necessary qualifications and experience. One important aspect to consider is whether the solicitor is regulated by the Solicitors Regulation Authority (SRA). The SRA is the independent regulatory body for solicitors in England and Wales, and their approval provides assurance of the solicitor’s professionalism and adherence to ethical standards.

In addition to SRA regulation, it is recommended to verify the solicitor’s qualifications and any relevant accreditations. This can be done by researching the solicitor’s educational background, including their law school and any specialized training they have undergone. It is also beneficial to check if the solicitor is a member of any professional organizations or associations related to their area of expertise.

By conducting a thorough check of a solicitor’s credentials, you can have confidence in their ability to handle your case effectively and professionally.

Reading Reviews

When researching solicitors, it is important to read reviews from previous clients. Reviews can provide valuable insights into the solicitor’s expertise, professionalism, and client satisfaction. Birdeye is one of the top review sites for lawyers, offering a comprehensive platform for clients to share their experiences. By reading reviews on Birdeye and other reputable review sites, you can gain a better understanding of the solicitor’s reputation and make an informed decision. It is recommended to consider both positive and negative reviews, as they can provide a balanced perspective on the solicitor’s performance.

Initial Consultation

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Preparing Documentation

Before your initial consultation with a solicitor, it is important to gather and organize all relevant documentation related to your case. This includes any contracts, agreements, correspondence, or evidence that may support your complaint. By having these documents readily available, you will be able to provide the solicitor with a clear understanding of the situation and enable them to assess the merits of your complaint more effectively.

In addition, it is advisable to create a timeline of events, outlining the key dates and actions that have taken place. This can help provide a chronological overview of the issue and assist the solicitor in identifying any potential legal avenues for resolution.

Remember, the more thorough and organized your documentation is, the better equipped your solicitor will be to handle your complaint and provide you with appropriate advice and guidance.

Asking Relevant Questions

During the initial consultation, it is crucial to ask relevant questions to gain a clear understanding of your case and the solicitor’s expertise. Asking about their experience in similar cases, their success rate, and their approach to handling complaints can provide valuable insights. Additionally, inquire about the expected timeline for your case and any potential challenges that may arise. By asking these questions, you can make an informed decision about engaging the solicitor and ensure that your concerns are addressed.

Understanding the Process

Once you have had your initial consultation with a solicitor and decided to proceed with their services, it is important to have a clear understanding of the process that will follow. This will help you navigate through the legal proceedings smoothly and ensure that your expectations are met.

To assist you in understanding the process, here is a step-by-step guide:

  1. Case Assessment: The solicitor will assess the details of your case, including the relevant laws and regulations, to determine the best course of action.
  2. Strategy Development: Based on the assessment, the solicitor will develop a strategic plan to achieve your desired outcome.
  3. Documentation Preparation: The solicitor will assist you in preparing all the necessary legal documents, ensuring accuracy and compliance.
  4. Negotiations and Mediation: If applicable, the solicitor will engage in negotiations or mediation with the opposing party to reach a settlement.
  5. Court Proceedings: If a settlement cannot be reached, the solicitor will represent you in court and present your case before a judge.

It is important to note that the process may vary depending on the nature of your legal matter. Your solicitor will guide you through each step and keep you informed of any updates or changes.

Tip: Maintaining open and clear communication with your solicitor throughout the process is crucial for a successful outcome.

Engaging the Solicitor

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Signing the Engagement Letter

Once you have chosen a solicitor and are satisfied with their credentials, the next step is to sign the engagement letter. This letter formalizes the solicitor-client relationship and outlines the terms and conditions of the engagement. It is important to carefully review the engagement letter before signing it, ensuring that all the agreed-upon fees, services, and expectations are clearly stated. Signing the engagement letter signifies your commitment to working with the solicitor and establishes a legal agreement between both parties.

To ensure a smooth process, here are some key points to consider:

  1. Review the engagement letter: Take the time to read through the engagement letter thoroughly, paying attention to the scope of work, fees, and any additional terms or conditions.
  2. Clarify any doubts: If you have any questions or concerns about the engagement letter, don’t hesitate to seek clarification from the solicitor. It is essential to have a clear understanding of the terms before proceeding.
  3. Keep a copy: Once the engagement letter is signed, make sure to keep a copy for your records. This will serve as a reference in case any issues or disputes arise in the future.

Remember, the engagement letter is a crucial document that sets the foundation for your working relationship with the solicitor. By carefully reviewing and signing it, you can ensure that both parties are on the same page and have a clear understanding of their rights and responsibilities.

Agreeing on Fees

Once you have selected a solicitor to represent you, it is important to agree on the fees for their services. Transparency in fee arrangements is crucial to avoid any misunderstandings or disputes later on. Here are some key points to consider:

Remember, agreeing on fees is an essential step in establishing a transparent and fair working relationship with your solicitor.

Setting Expectations

When engaging a solicitor, it is crucial to establish clear expectations from the outset. This ensures that both parties are on the same page and can work towards a successful resolution. Here are some key points to consider when setting expectations:

  1. Scope of Work: Clearly define the scope of work that the solicitor will be responsible for. This includes outlining the specific tasks and objectives that need to be achieved.
  2. Communication: Establish a communication plan with the solicitor, including preferred methods of communication and expected response times.
  3. Timeline: Discuss and agree upon a realistic timeline for the completion of the legal matter. This helps manage expectations and avoids any misunderstandings.
  4. Fees: Have a transparent discussion about fees and billing arrangements. Ensure that both parties are clear on the fee structure, payment terms, and any additional costs that may arise.

By setting clear expectations, you can foster a productive working relationship with your solicitor and increase the likelihood of a satisfactory outcome.

Monitoring Progress

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Regular Communication

Regular communication is a crucial aspect of a successful solicitor-client relationship. It ensures that both parties are informed and updated throughout the legal process. Open and transparent communication allows for the timely exchange of important information, progress updates, and clarification of any concerns. This can be done through various channels, including in-person meetings, phone calls, emails, or video conferences. Maintaining consistent communication helps to build trust and confidence between the solicitor and the client, fostering a collaborative approach towards resolving legal matters.

To facilitate effective communication, solicitors may use modern methods such as secure online portals or case management systems. These platforms provide a convenient and secure way to share documents, track progress, and exchange messages. Additionally, solicitors may also provide regular updates through written reports or summaries, ensuring that clients are well-informed about the status of their case.

It is important for clients to actively participate in the communication process by promptly responding to requests for information or updates. This enables the solicitor to provide timely advice and take necessary actions. Clear and concise communication between both parties helps to avoid misunderstandings and ensures that the client’s objectives and expectations are effectively communicated and understood.

In summary, regular communication is essential for a successful solicitor-client relationship. It promotes transparency, facilitates the exchange of information, and allows for effective collaboration in resolving legal matters.

Tracking Deadlines

Tracking deadlines is crucial in the complaints procedure with solicitors. Missing a deadline can have serious consequences and may negatively impact the outcome of your case. To ensure that deadlines are met, it is important to establish a system for tracking and monitoring them. Here are some tips to help you effectively track deadlines:

  1. Use a calendar or task management software to record important dates and set reminders.
  2. Regularly review upcoming deadlines to stay proactive and avoid last-minute rushes.
  3. Communicate with your solicitor to stay informed about any changes or extensions to deadlines.
  4. Keep a record of all deadlines and related correspondence for future reference.

Remember, staying organized and proactive in tracking deadlines is essential for a smooth complaints procedure.

Reviewing Work Done

After the solicitor has completed the necessary work on your case, it is important to review the work done to ensure its accuracy and completeness. This involves reviewing your file(s) and any other relevant documents that were used in the process. Additionally, the solicitor may need to liaise with the person who dealt with your matter to gather any additional information or clarification. Throughout this process, the solicitor will provide regular updates on the progress of your complaint. At the conclusion of the investigation, the solicitor will send you a letter outlining the actions taken to resolve your complaint. It is our aim to provide this letter within 28 days of acknowledging your complaint.

Raising Concerns

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Identifying Issues

When encountering any concerns or problems with the solicitor’s services, it is crucial to clearly articulate the cause of your concern(s), the reasons behind them, and your proposed resolution. Providing detailed information will assist the solicitor in understanding the issues at hand and determining the appropriate course of action. The solicitor’s team leader will carefully review your file and collaborate with the person handling your matter to address your concerns directly. If you remain dissatisfied with the response from the team leader or if your complaint involves the team leader, the matter will be escalated to our client liaison partner. Tim Humpage, who oversees all complaints that have not been resolved at the team leader level. We strive to ensure that our clients’ concerns are promptly and effectively addressed, and we encourage open communication throughout the process.

Communicating with the Solicitor

When communicating with the solicitor, it is important to clearly express your concerns and provide any relevant information or documentation. Be respectful and professional in your communication, focusing on the issues at hand. It is recommended to keep a record of all communication, including emails, letters, and phone calls, for future reference. If you need to escalate your concerns, follow the appropriate channels as outlined in the previous section. Remember to remain patient throughout the process, as resolving complaints can take time.

If you wish to complain further, you can contact the Legal Ombudsman. They can assist if you are unhappy with the solicitor’s behavior, such as dishonesty or unfair treatment. Visit their website for more information on how to raise your concerns. Please note that handling your complaint will not incur any additional charges. It is important to maintain open and transparent communication to ensure a fair resolution to your complaint.

Seeking Resolution

After identifying the issues and communicating with the solicitor, the next step in seeking resolution is to follow the appropriate channels. Here are the recommended steps:

  1. Contact the solicitor’s complaints department to formally raise your concerns.
  2. Write a formal complaint outlining the details of the issue and your desired resolution.
  3. If necessary, seek external mediation to help facilitate a resolution.

It is important to remain calm and professional throughout the process, as this will help to ensure a fair and effective resolution.

Escalating the Complaint

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Contacting the Solicitor’s Complaints Department

If you have exhausted all avenues of resolving your complaint directly with the solicitor, you may need to escalate the matter to the solicitor’s complaints department. This department is specifically designated to handle and address client complaints in a fair and impartial manner. When contacting the complaints department, it is important to provide a clear and concise description of your complaint, including relevant details such as dates, names, and any supporting documentation. Prompt communication is key to ensuring a timely resolution to your concerns.

To assist you in understanding the process, here is a table summarizing the steps involved in contacting the solicitor’s complaints department:

Step Action
1. Gather all relevant information and documentation related to your complaint.
2. Identify the correct contact information for the complaints department.
3. Draft a formal complaint letter, clearly outlining the details of your complaint.
4. Send the complaint letter via email or registered mail, ensuring proof of delivery.
5. Await acknowledgement of receipt from the complaints department.
6. Follow up with the complaints department if you do not receive a response within a reasonable timeframe.

It is important to remain professional and respectful in all communications with the solicitor’s complaints department. Remember to keep copies of all correspondence for your records.

If your complaint is not satisfactorily resolved by the solicitor’s complaints department, you may consider seeking external mediation or further legal advice to explore alternative avenues for resolution.

Writing a Formal Complaint

When filing a formal complaint against a solicitor, it is important to provide a clear and concise description of the issue you are facing. Highlight the main points and be specific about the actions or behaviors that have led to your dissatisfaction. Here are some steps to follow when writing a formal complaint:

  1. Start by addressing the complaint to the appropriate person or department within the solicitor’s firm.
  2. Clearly state the nature of your complaint and provide any relevant details or evidence.
  3. Use a professional and respectful tone throughout the letter.
  4. Request a written response within a reasonable timeframe.

Tip: Keep a copy of the complaint for your records and consider sending it via registered mail to ensure it is received.

Taking the time to write a well-structured and detailed formal complaint can help ensure that your concerns are properly addressed and resolved.

Seeking External Mediation

If the complaint with the solicitor remains unresolved after contacting the solicitor’s complaints department and writing a formal complaint, seeking external mediation may be the next step. External mediation is a process that involves a neutral third party who helps facilitate communication and negotiation between the parties involved in the dispute. It is often used as a form of informal or ‘alternative’ dispute resolution (ADR). The mediator does not make decisions or impose solutions but assists the parties in finding a mutually agreeable resolution.

In some cases, seeking external mediation can be a cost-effective and efficient way to resolve complaints with solicitors. It provides an opportunity for both parties to express their concerns and work towards a resolution that satisfies everyone involved. Mediation can also help preserve relationships and avoid the need for lengthy and expensive legal proceedings.

If you decide to pursue external mediation, it is important to choose a qualified and experienced mediator who specializes in legal disputes. The mediator should be impartial, neutral, and skilled in facilitating constructive dialogue. They can help guide the parties through the mediation process, ensuring that each party has an opportunity to be heard and understood.

Benefits of External Mediation:

Seeking external mediation should be considered as a viable option when other attempts to resolve the complaint have been unsuccessful. It is important to approach the process with an open mind and a willingness to engage in constructive dialogue.

Reviewing the Outcome

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Evaluating the Response

After receiving a response to your complaint, it is important to carefully evaluate the findings and the proposed resolution. Take the time to review the response and consider the following:

  1. Thoroughness of Investigation: Assess whether the investigation conducted by the solicitor was sufficient and fair. Look for a detailed explanation of the findings and how the complaint was addressed.

  2. Satisfaction of Resolution: Determine if the proposed resolution adequately addresses your concerns. Consider whether the steps taken by the solicitor are satisfactory and align with your expectations.

  3. Consideration of Legal Options: If you are not satisfied with the response or the proposed resolution, it may be necessary to explore your legal options. Consult with a legal professional to understand the potential next steps.

  4. Providing Feedback: Regardless of the outcome, it is valuable to provide feedback on the complaints procedure. This can help improve the process for future clients and ensure that concerns are addressed effectively.

Please note that this evaluation should be done in a timely manner to allow for any necessary follow-up actions.

Considering Legal Options

After evaluating the response from the solicitor, it is important to consider your legal options. This involves assessing the available courses of action and determining the best approach to address your concerns. Here are some steps to help guide you:

  1. Research: Conduct thorough research to understand the legal remedies available to you. This may include seeking advice from legal professionals or consulting relevant resources.
  2. Consultation: Schedule consultations with experienced solicitors to discuss your case and explore potential legal strategies.
  3. Cost-Benefit Analysis: Consider the potential costs and benefits associated with each legal option. Evaluate the likelihood of success and the potential outcomes.
  4. Alternative Dispute Resolution: Explore alternative methods of resolving the dispute, such as mediation or arbitration, which can be more cost-effective and less time-consuming.

Tip: It is advisable to seek legal advice before making any decisions regarding your legal options.

By carefully considering your legal options, you can make an informed decision on how to proceed with your complaint.

Providing Feedback

We value feedback from our clients greatly because it helps us to continually improve our service. If you do not feel that you are receiving excellent client service or that something could be improved, please do tell us about it. We welcome your feedback as it helps us identify areas for improvement, ensuring our commitment to quality is not compromised.

To provide feedback or make a complaint, please follow these steps:

  1. Discuss any feedback or concerns with the lawyer handling your matter. They will try to resolve your concern informally.
  2. If your concern cannot be resolved informally or if it is of a serious nature, you may raise it with our complaints partner as a formal complaint.
  3. To raise a formal complaint, contact our complaints department and provide them with all the necessary details.

We take complaints seriously and are committed to dealing with them fully and fairly. Our staff are trained in handling complaints and follow the relevant procedures to ensure a prompt and satisfactory resolution.

If you have any feedback or a complaint, please email us at [email protected].

Reviewing the Outcome


In conclusion, it is important to follow the proper steps when filing a complaint with solicitors. Start by raising your concerns with the person handling your matter or the designated Manager for complaints. Clearly state the issue and your desired resolution, giving them up to eight weeks to address your complaint. If you are not satisfied with the outcome, you can escalate your complaint to the Legal Ombudsman or report any breaches to the Solicitors Regulation Authority. Remember, solicitors are expected to adhere to the SRA Code of Conduct and provide a high level of service. By following these steps, you can ensure that your concerns are addressed and resolved in a timely manner.

Frequently Asked Questions

What should I do if I am unhappy with the service provided by my solicitor?

You should complain to your solicitor as soon as possible. Be clear about the issue and how you would like it to be resolved. Give them up to eight weeks to resolve your complaint. If they are unable to resolve it, you can contact the Legal Ombudsman.

How long do I have to make a complaint to the Legal Ombudsman?

Complaints should be made to the Legal Ombudsman within one year of the date of the act or omission that you are concerned about.

What can I complain to the Legal Ombudsman about?

You can complain to the Legal Ombudsman about poor service, such as delayed or unclear communication, problems with your bill, or loss of documents.

What should I do if my solicitor breaches the SRA Code of Conduct?

If your solicitor breaches the SRA Code of Conduct, you can report them to the Solicitors Regulation Authority (SRA). Examples of breaches include dishonesty, fraud, and discrimination.

How do I report a solicitor to the SRA?

You can report a solicitor to the SRA by visiting their website and filling out a report form. Provide details of the breach of the SRA Code of Conduct.

What will it cost to handle my complaint?

The solicitor should not charge you for handling your complaint. However, if they have issued a bill for work done on your case, disputes concerning the bill may be assessed by the court.

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