Make a complaint?

Now that we have accepted your complaint, we want to let you know what the next steps are. Here is a brief guide to the stages involved so that you get an idea of how your complaint will be dealt with.

If you have a complaint

contact us
0300 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

1

After your complaint is accepted, one of our team leaders will allocate it to an investigator within 10 days. If it's going to take any longer than that, we'll call you to let you know.

2

Once allocated, the investigator will contact you within five working days to discuss your complaint in more detail.

3

The investigator will get in touch with the lawyer to hear their side of the story and ask for any evidence they need.

4

The investigator will try to resolve the matter informally with you and the lawyer. It's best for everyone, and quicker, if an amicable agreement can be reached. If that isn't possible, the investigator will make a decision on the case (and may recommend a remedy or action the lawyer should take) and will write a report that explains their decision and goes through the evidence and what you and the lawyer have told them.

5

If you and your lawyer agree with the investigator’s decision and the recommendation then the case will be closed as an informal resolution.

6

If you or your lawyer disagrees with the decision or recommendation, you both need to give us your reasons why within 10 working days. The comments you give us will be summarised and sent, with the investigator’s report, to an ombudsman.

7

The ombudsman will read the report and any comments before making their own decision. If you accept the ombudsman’s decision, the lawyer must do what the ombudsman has decided (if anything), or could face legal action.

8

If you accept the ombudsman’s decision and it's in your favour, you may not be able to take any other legal action about your complaint.

9

If you don't accept the ombudsman’s decision, we will close your case. The lawyer won’t have to take any action or provide any remedy but you may be able to take other legal action about your complaint.