Annual overview of complaints and complaint handling 2024/25 We acknowledge the considerable effort that many providers invest in maintaining high standards of service. We recognise that many are striving to deliver quality service despite evolving legal requirements or circumstances beyond their control. As an organisation dealing with complaints, we inevitably see more of what’s gone wrong. But our casework also highlights examples of good service, and we are committed to sharing more of these through our learning and insight work Nonetheless, our casework indicates that there remain opportunities for further improvement overall. By reflecting on key learnings and insights, service providers can enhance both the quality of their service and their approach to managing complaints when they arise. How many complaints did we resolve? LeO resolved 8,270 complaints from people unhappy with the service they’d received from a legal provider in 2024/25, up 4% on 2023/24 (7,918). How many complaints did we accept? 7,203 complaints were accepted overall. This means they were taken on by LeO for some kind of resolution. 50% of these complaints were accepted for early resolution, and 50% were assessed as needing a more in-depth investigation. Not all complaints that are assessed as suitable for early resolution are resolved there. If all parties can’t agree, the case is then passed for an in-depth investigation. How did we resolve complaints? 49% of complaints were resolved through early resolution. Legal matters can involve various levels of complexity, as seen in the range of complaints LeO handles; complaints resolved by early resolution can be less complex, with parties demonstrating openness and flexibility to achieve a timely resolution. These complaints also include instances where it is evident that no loss has occurred, or where the service provider has already taken sufficient steps to address the issue. 15% of complaints were resolved after an investigation, either through an agreed outcome or a case decision. 23% of complaints required an ombudsman decision, typically involving a final decision, which is the most formal type of resolution we reach. The demand for ombudsman decisions has continued to increase year-on-year (20% in 2022/23 and 21% in 2023/24). 13% of complaints were resolved by other means, for example where complaints come to us prematurely, are out of jurisdiction or there is a withdrawal of the complaint. What areas of law were complained about? Residential Conveyancing accounted for the highest volume of complaints accepted at 30% (2,153 complaints). Wills and Probate followed with 16% (1,128 complaints), and Personal Injury with 14% (1,016 complaints). Compared to the previous year, more than half of the legal practice areas experienced an increase of over 10% in complaint volumes. The areas with the highest rise in accepted complaint volumes were Wills and Probate (+28%, 245 complaints) and Litigation (+24%, 138 complaints). What were the complaints about? * The most common complaint-types selected* by those bringing complaints to LeO in 2024/25 were poor communication (24%), delay and failure to progress (23%), and failure to advise (19%). Other significant complaint types included failure to follow instructions (8%) and costs (8%). Communication challenges often contribute to complaints about delays or a lack of progress, as clients' expectations for updates may differ from what service providers can reasonably offer. * Complainants are asked to select complaint types from a provided list, and some may choose multiple types to describe a single issue. For example, if the concern is not being kept informed, a complainant might select both "failure to advise" and "poor communication". Percentages reflect the number of times a complaint type was selected as a proportion of all complaint types received. As more than one complaint type can be selected per complaint case received, percentages may not sum to 100%. What complaints did we uphold? The largest upheld complaint types were poor communication (25%), and delay and failure to progress (18%). Other significant complaint types upheld included costs (11%), failure to advise (10%), and failure to follow instructions (7%). Poor complaints handling/failure to investigate a complaint internally was also a strong theme from our “other” category (539 occasions). How often did we find poor service? In 2024/25, evidence of poor service was found in 70% of complaints (1,778 complaints) that were assessed. Residential Conveyancing had one of the largest evidence of poor service rates at 78% (658 complaints). Other areas of law that saw high evidence of poor service rates were Wills and Probate with 76% (260 complaints) and Personal Injury 69% (148 complaints). Immigration and Asylum historically receives fewer complaints compared to other areas of law; however, it had the joint highest evidence of poor service rate of 78% (51 complaints) alongside Residential Conveyancing. Criminal Law had the lowest evidence of poor service; however, this figure remained substantial at 47% (47 complaints). Was the complaint handling by the service provider (first-tier) reasonable? First-tier complaint handling refers to the process by which legal service providers address complaints internally, allowing clients to escalate their concerns to LeO after eight weeks if unresolved. Legal providers who effectively address clients’ issues and assure them of a fair and reasonable resolution are less likely to have complaints referred to our service. In 2024/25, 49% (1,247 complaints) of investigative outcomes showed evidence of poor complaint handling by the service provider. Residential conveyancing had the highest rate of poor complaint handling at 58% (493 complaints). Other areas of law with high poor complaint handling rates were Personal Injury 54% (116 complaints), Immigration and Asylum 52% (34 complaints), and Wills and Probate 49% (168 complaints). Our Model Complaints Resolution Procedure is currently in a pilot stage, but details of the benefits of a simplified complaint process can be found here. What remedies did we award to put things right? The Legal Ombudsman awarded a total of £3,708,674 in remedies in 2024/25. A single complaint may result in multiple types of remedy awards. For instance, a complaint might include both financial loss compensation and an award for emotional effects, reflecting the overall impact of the service failure on the client. In over three quarters of investigated complaints (86%), we awarded compensation for the emotional effects due to legal provider failings, averaging £427. The next most frequent remedy (26%) was recommending that service providers refund, reduce, or waive fees, typically resulting in refunds averaging £3,249. Compensation for direct financial loss was least common (15%) averaging £5,186. This covers avoidable costs such as storage or alternative accommodation caused by provider delays. In July 2025 we published our enhanced guidance on remedies, aimed at supporting service providers to resolve more complaints at tier one, and offer fair remedies in line with the LeO’s approach, you can find this guidance here.
Residential Conveyancing Overview 2024/25 % change based on 2023/24 Complaints accepted 2,153 -2% Complaints resolved 2,633 -2% Poor service found 78% +2% Inadequate first-tier complaints handling 58% +2% Complaints in Residential Conveyancing largely centred on poor communication and delays, often in connection with missed deadlines for purchases or sales. Although many conveyancers strive to provide good service amid a challenging market and tight deadlines like Stamp Duty Land Tax changes, or with third-party delays outside of the service providers’ control, issues persist. While providers’ increased use of online portals aims to improve efficiency and deliver a cost-effective service for their clients, providing clear and transparent communication about progress updates and delays remains essential. Rising rates of poor service and inadequate complaint handling highlight the need for better expectation management, effective complaints processes, and empathy to ensure clients receive higher standards of legal service. Read our case studies: When service providers explain their process up front, disputes are less likely
Wills and Probate Overview 2024/25 % change based on 2023/24 Complaints accepted 1,128 +28% Complaints resolved 1,179 +10% Poor service found 76% +2% Inadequate first-tier complaints handling 49% +1% Complaints relating to Wills and Probate are becoming more complex. Many complaints, particularly from beneficiaries, concern poor communication. Wills and Probate is an area of law that can be both complex and sensitive for all parties. Service providers are required to act in accordance with the estate and the wishes of the client, which in probate cases refers to the deceased – and can face challenges in balancing the interests of the client with potential disagreements among beneficiaries and executors. The main issues we saw in the complaints brought to us involved poor communication, delays, and unhappiness with the advice that had been given. But we also investigated many complaints about costs, which should be clearly explained to all interested parties. Although we investigate complaints from beneficiaries, some complaints are more appropriately raised by executors due to their differing rights, so we may not investigate all complaints raised to us where we find this is the case. Beneficiaries can view common complaint examples in our article: LeO MythBusters article - beneficiaries | Legal Ombudsman. Read our case studies: Delays and lack of response by probate service provider led to extended resolution time and increased remedy. The Legal Ombudsman cannot require a service provider to conclude the administration of an estate, especially where the issues are being caused by a third party.
Family Law Overview 2024/25 % change based on 2023/24 Complaints accepted 811 +11% Complaints resolved 919 +16% Poor service found 56% -2% Inadequate first-tier complaints handling 40% +3% Family law, like many legal fields, can be highly emotional and challenging for all parties involved, including service providers. Many professionals strive to support their clients effectively during difficult situations such as divorce or child-related matters. However, this area has experienced an increase in issues related to poor complaint handling, despite a modest reduction in instances of substantiated poor service. Common complaints often related to the quality and reasonableness of advice provided regarding potential outcomes, as well as concerns over communication and delays. Service providers should be clear with clients in their communications as delays can often be caused by another party, especially in divorce matters. As with all areas of law, managing clients’ expectations from the outset is key to preventing complaints. Read our case study: Dissatisfaction with the final outcome of a family matter does not mean that the service provider's service was unreasonable.
Personal Injury Overview 2024/25 % change based on 2023/24 Complaints accepted 1,016 +9% Complaints resolved 1,108 +9% Poor service found 69% -6% Inadequate first-tier complaints handling 54% +10% In Personal Injury, we frequently received complaints regarding delays and insufficient communication, such as prolonged case resolution times and clients not being adequately informed about the reasons for delays. Additionally, many complaints related to disagreements with the firm's professional advice concerning case prospects and situations where the firm is unable to proceed further. Portals help manage high claim volumes in this legal field, but clients should be informed that claims can take years and may face delays from third parties. While we found evidence of poor service in fewer complaints in 2024/25, poor complaint handling has worsened, increasing from 37% in 2022/23, to 44% in 2023/24 and to 54% in 2024/25. Many personal injury cases are resolved early through guided negotiation. Service providers can improve by responding better to complaints and following LeO’s remedies guidance. Read our case study: Offering a remedy in line with the Legal Ombudsman’s remedies guidance can save everyone’s time.
Litigation Overview 2024/25 % change based on 2023/24 Complaints accepted 720 +24% Complaints resolved 745 +9% Poor service found 69% +5% Inadequate first-tier complaints handling 41% +7% This area of law has seen rises in both poor complaint handling and poor service compared to last year. We received complaints from both clients suing others and those being sued. Most issues related to advice, with concerns about disagreement, poor guidance on success prospects, or unfavourable outcomes. Complaints about failure to advise can be upheld if the service provider ignored relevant information leading to incorrect advice. Clear and prompt communication is essential, and advice should always be updated if circumstances change. We find poor communication complaints more likely to be upheld than complaints about advice; where clients are questioning advice provided by a service provider, responses should be provided within a reasonable time. Read our case study: Reasonable advice undermined by poor communication and complaints handling
Property Overview 2024/25 % change based on 2023/24 Complaints accepted 491 +2% Complaints resolved 560 +13% Poor service found 60% -3% Inadequate first-tier complaints handling 45% +2% Common complaints in this area included residential boundary issues, builder disputes, and landlord-tenant repair concerns. Many clients were frustrated by slow progress or poor communication from legal providers. Complaints are upheld when unreasonable delays occur, such as failing to consult an expert surveyor promptly. Some complaints related to unclear costs, especially in landlord-tenant matters. Service providers should present cost information clearly, enabling clients to make informed choices and consider free Ombudsman schemes if needed. Read our case study: Even where aspects of a complaint regarding service are upheld, a full cost refund is unlikely to be awarded as a remedy.
Criminal Law Overview 2024/25 % change based on 2023/24 Complaints accepted 275 +12% Complaints resolved 330 +14% Poor service found 47% +2% Inadequate first-tier complaints handling 32% -2% Many complaints in this area focused on advice or poor representation, for example from prisoners who challenged their legal representation in court. The most frequent issues concerned barristers' advice on evidence, witnesses, and pleas, but they are less frequently upheld than other areas of law. We upheld failure to advise in only 11 of 189 resolved complaints in 2024/25. We uphold complaints when we find clear failures, such as a barrister ignoring potentially outcome-changing evidence provided by their client. Over the past three reporting years, Criminal Law has consistently demonstrated lower rates of poor complaint handling compared to most other areas of law. It is encouraging to note that in 2024/25, inadequate complaint handling in this area representative of both barristers and solicitors declined by an additional 2% compared to 2023/24. Read our case studies: The Legal Ombudsman will determine whether advice is reasonable based on all relevant circumstances. If the Legal Ombudsman is of the view that a complaint is unlikely to be upheld, it may not be considered for a full investigation.
Immigration and Asylum Overview 2024/25 % change based on 2023/24 Complaints accepted 142 +4% Complaints resolved 163 -5% Poor service found 78% -2% Inadequate first-tier complaints handling 52% -9% Frequent complaints in this area of law included missing applications – which can impact clients' immigration status and right to work in the UK – and incorrect visa advice leading to ineligible applications. This area of law often involves complex issues, and saw the joint highest rate of poor service for the second consecutive year, reflecting a worrying pattern given the vulnerability of many clients. Complaints are upheld when providers cause unreasonable delays, miss deadlines despite having all required information and payment, or deliver work that holds no value. Service providers should ensure their advice is accurate, based on current information, and updated when new facts emerge. Read our case study: Work of no value may lead to a full refund being directed by the Legal Ombudsman
Employment Law Overview 2024/25 % change based on 2023/24 Complaints accepted 182 +20% Complaints resolved 201 +9% Poor service found 54% -12% Inadequate first-tier complaints handling 32% +4% Complaints about Employment Law increased by 20% compared to last year. We often heard from clients taking legal action over issues like unfair dismissal, constructive dismissal, or workplace discrimination. Complaints involved dissatisfaction with a legal provider’s advice, for example with respect to case prospects or conditional fee agreements, where clients believed the advice harmed their claims. Clients often told us they suffered financial losses because of service providers’ service failings, but we tended to find that the loss had not been clearly and demonstrably caused by the provider’s service failing. Compensation for financial loss is the lowest type of remedy award given in this area of law: just three cases in 24/25 were awarded this remedy. Read our case study: For the Legal Ombudsman to direct a payment for a loss, that loss needs to have demonstrably been caused by the service provider’s service failing.
