Each year we publish data about the complaints we accepted for investigation between 1 April and 31 March. The data is available both for England and Wales combined, and Wales only.

An overview of the complaints data, including themes and best practice case studies can be found here

We are happy for the data to be used in research and reports. If would like to check that you have interpreted the data correctly, or if you have any questions email us.

Complaints: who made them?

Equality and Diversity data

Under the Equality Act 2010, we are required to collate data about the people who have made a complaint. The data* we collect is analysed to ensure that we do not have a negative effect on the different equality groups.

The data shows who has made a complaint by ethnicity, religion, gender, sexual orientation and impairment.

[Use arrows beneath the chart to move through different data sets.]

*Figures based on those who agreed to provide this information.

People or organisations who complained

This data shows shows who has made a complaint, for example a trustee, beneficiary or member of the public. These categories are set out in he Legal Services Act 2007.

Complaints: by type of service provider

Type of service providers who received complaints

The data shows the complaints we have received about service providers based on their regulator, for example the Bar Standards Board, Solicitors Regulation Authority of Council for Licensed Conveyancers.

Areas of law by regulator

The data shows the number of complaints we received by area of law (for example family law, conveyancing or personal injury) and regulator.

Complaints: volume and service issue type

Volume of complaints

The data shows the volume of complaints we received by area of law; for example, whether people complained to the Legal Ombudsman about a family law issue, a personal injury matter or about a will.

What service issues did people complain about?

The data shows the service issues that people complained about by area of law, for example excessive costs or failure to advise.

Complaints: how they are resolved

Resolution: type of agreement put in place

The data shows the type of agreement that was put in place to resolve the complaint: whether there was an agreed outcome, ombudsman decision or if the complaint was closed.

Closed cases include:

  • Complaints that were withdrawn by the person who complained
  • The person that complained did not make any further contact
  • Complaints which may be closed under our scheme rules
Resolution: was a remedy required?

We can put in place a range of remedies to resolve a complaint. These can include issuing an apology, doing work to put the issue right, refunding or reducing fees, or paying compensation.

Resolution: financial remedies

This data shows the value of the financial remedies which have been awarded. This includes remedies for compensation and refunding or reducing fees.