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How to bring a complaint to us.

We know complaining isn't easy and we're here to make sure that it is fair and straightforward as possible.

If you have complained to your service provider and you are not happy with their final response then you can bring your complaint to the Legal Ombudsman.

We can only look at complaints from regulated legal service providers, and there are rules that set out what we investigate and how we do it.

In this section we have provided the guidance and resources you'll need to bring a complaint to us so we can check it is something we can look at.

 

Female call centre worker at her desk

Female call centre worker at her desk

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Complaint checker

We want to make sure that we're the right people for you. You can do this by completing our quick and easy to use complaint checker.

Consumer journey

We want to make sure that we're the right people for you. You can do this by completing our quick and easy to use complaint checker.

Consumer factsheets

Our factsheets provide an overview of the the relevant topic. We have based them on our most frequently asked questions and case studies.

Representative authority form

Please complete this form if you want to authorise another person to act on your behalf. You could ask a friend, relative or another service provider but check first whether they will charge you for this. You can change or cancel this authority at any time by contacting us on 0300 555 0333.

This information is also available in a PDF version and a Welsh Translation.

Download a complaint form

If you do not want to complete the online complaint form, you can also download a complaint form and return it by email or post. The form is also available in Welsh.

Scheme rules 

For those of you who would like to see more detailed rules on how we undertake investigations and make decisions about complaints.

Here to help: general information

This guide will provide you with more information on how we can investigate your complaint.

Here to help prisoners

This guidance for prisoners explains what type of legal complaints we can deal with, who can use our service, and how to bring a complaint to us.

Our approach to putting things right

This guidance looks at our approach to putting things right when the service provided hasn’t been of a reasonable standard. It also aims to give you a clear explanation of how we decide what a reasonable outcome should be.

Legal Ombudsman or CLC?

This leaflet will help you work out whether you need to contact the Legal Ombudsman The Council for Licensed Conveyancers.

Legal Ombudsman or SRA?

This leaflet will help you work out whether you need to contact the Legal Ombudsman or Solicitors Regulation Authority (SRA)

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We also want everyone to understand the information that we are providing. If you are having difficulty reading our information and would prefer it in a different format such as large print, a different language or an audio recording, we may be able to provide this.

More detail can be found on our Accessibility page.