Helping the public

Our job is to look at complaints about service providers in a fair and independent way; we will not take sides and are unable to provide legal advice.

Find out when and how we can help you.

How we can help

If you’ve not been happy with the service you’ve received from your legal service provider, then contact us by phone, email, letter or live chat.

Individual wait times can differ due to the nature and complexity of your complaint and your particular needs. We will keep in contact with you while you are waiting and will ensure that your file is passed to an investigator for assessment as soon as possible. Please be assured that once your case has been allocated for assessment an investigator will be in touch. If you have any concerns, please don’t hesitate to contact our general enquiries team by phone, email, letter or live chat.

What is your complaint about?

We can look into complaints as long as the service provider is regulated – we can check that for you.

Regulated legal service providers include:

  • solicitors
  • barristers
  • licensed conveyancers
  • cost lawyers
  • chartered legal executives
  • notaries
  • patent attorneys
  • trade mark attorneys.

What we can do

We are able to tell your service provider:

  • to refund or reduce fees
  • to pay you compensation
  • to carry out extra work needed to put things right
  • to apologise
  • to give back documents

When can’t we help?

We are unable to:

  • investigate a complaint if you haven’t already complained to your service provider
  • investigate complaints where you are complaining about someone else’s service provider
  • provide legal advice or represent you in legal proceedings
  • recommend service providers
  • investigate a complaint that is already being looked at eg. by the courts
  • investigate a complaint where too much time has passed – but we can check that for you.

What sort of company is your complaint about?

Claims management companies

Do you have a complaint about the service provided by a claims management company (CMC)? If so, the Financial Ombudsman Service may be able to help you, please click here for more information.

Legal service providers

Regulated legal service providers offer a broad range of services. These include help with buying a house, divorce and child contact arrangements, wills and probate issues, and personal injury among many others.

Make a complaint View our factsheets

Find out more on legal service providers

The rules we follow

Our scheme rules set out how we resolve complaints.

They are approved by the Legal Services Board and the Lord Chancellor as required by the Legal Services Act 2007.

You can view and download the scheme rules by clicking here. (pdf – opens in new window)

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