Start your complaint?
If you have a complaint
contact us0300 555 0333
(Calls cost the same as to a normal 01 or 02 landline number, even from a mobile phone, and are recorded for training and monitoring purposes)
We are open 8.30am to 5.30pm Mon-Fri enquiries@legalombudsman.org.uk
Complain to your lawyer first
You must make a formal complaint to your lawyer or law firm before you can bring it to us. Here are some tips to help you …
Put your complaint in writing to the lawyer or law firm concerned. Clearly write 'Formal complaint' at the top of your letter and keep a copy (see the example we have suggested in Putting your complaint in writing, pdf opens in a new window) Keep copies of everything, including any replies you get.
Address your letter to the right person at the right address. If you're not sure who to write to, contact the lawyer or law firm concerned and ask for the name of the right person to contact. They should also say who the right person is in their complaints procedure. You don't have to address your letter to the lawyer you are complaining about. But make sure your letter says who it is.
Make a note of events and keep copies of all the letters and emails you send and receive.
If you speak to someone on the phone make a note of what was said straightaway, including the name of the person you spoke to. Ask them to confirm their response in writing.
Be clear about why you are unhappy with the service you received. If you need help to express yourself clearly in writing, ask a friend or family member to assist you, or go to an outside agency (such as Citizens Advice or another body that gives advice and support) and ask them.
Be clear about what you want to happen as a result of making the complaint. Are you looking for an apology, a change in how things are done, your money back or a service that should have been provided but was not? Make this clear in your complaint.
Stay calm and don't be rushed into anything. When you make a phone call, for example, always write down the points you want to raise before you call, and then cross these off as they are dealt with. When you write in, it's a good idea to do a rough version first and then re-write it. Make sure you have covered all the relevant points, including any key dates.
Make sure you know when things are supposed to happen and what to do if they don't. For example you should give your lawyer up to eight weeks to respond to your complaint and come up with their final answer. If they come back to you before eight weeks and you are still not happy, then you can contact us at the Legal Ombudsman.
If your lawyer doesn't come up with anything or you're not satisfied with what they are suggesting after eight weeks, tell them. If this last attempt to sort things out doesn't work for you, you can bring your complaint to us.
Put your complaint in writing to the lawyer or law firm concerned. Clearly write 'Formal complaint' at the top of your letter and keep a copy (see the example we have suggested in Putting your complaint in writing, pdf opens in a new window) Keep copies of everything, including any replies you get.
Address your letter to the right person at the right address. If you're not sure who to write to, contact the lawyer or law firm concerned and ask for the name of the right person to contact. They should also say who the right person is in their complaints procedure. You don't have to address your letter to the lawyer you are complaining about. But make sure your letter says who it is.
Make a note of events and keep copies of all the letters and emails you send and receive.
If you speak to someone on the phone make a note of what was said straightaway, including the name of the person you spoke to. Ask them to confirm their response in writing.
Be clear about why you are unhappy with the service you received. If you need help to express yourself clearly in writing, ask a friend or family member to assist you, or go to an outside agency (such as Citizens Advice or another body that gives advice and support) and ask them.
Be clear about what you want to happen as a result of making the complaint. Are you looking for an apology, a change in how things are done, your money back or a service that should have been provided but was not? Make this clear in your complaint.
Stay calm and don't be rushed into anything. When you make a phone call, for example, always write down the points you want to raise before you call, and then cross these off as they are dealt with. When you write in, it's a good idea to do a rough version first and then re-write it. Make sure you have covered all the relevant points, including any key dates.
Make sure you know when things are supposed to happen and what to do if they don't. For example you should give your lawyer up to eight weeks to respond to your complaint and come up with their final answer. If they come back to you before eight weeks and you are still not happy, then you can contact us at the Legal Ombudsman.
If your lawyer doesn't come up with anything or you're not satisfied with what they are suggesting after eight weeks, tell them. If this last attempt to sort things out doesn't work for you, you can bring your complaint to us.
How to contact us
If you would like to contact us please call
0300 555 0333 or email us at enquiries@legalombudsman.org.uk
Our team is available from 8.30am to 5.30pm to answer your calls.
If you want to write to us, our address is PO Box 6806, Wolverhampton,
WV1 9WJ.
If you want to know more about how to make a complaint or to signpost people to us, we have produced some leaflets that might help. Click here to see them. They include all our contact details.
If you are calling from overseas, please call +44 121 245 3050
For our minicom call 0300 555 1777
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