How do I complain about a solicitor?

If you are unhappy with the service you have received from a solicitor in England and Wales, there is a two-stage complaints process. Step one is an internal complaint to the law firm. All solicitors' firms are required by the Solicitors Regulation Authority (SRA) to have a written complaints procedure. You should write to the firm's client care officer or managing partner setting out your complaint and what resolution you seek. The firm has eight weeks to investigate and respond. Step two, if the firm does not resolve your complaint satisfactorily within eight weeks (or issues a final response you disagree with), is to escalate to the Legal Ombudsman (LeO). The LeO is the independent ombudsman for legal services and investigates complaints about solicitors, barristers, licensed conveyancers, and other regulated legal professionals. You must bring your complaint to the LeO within one year of the act or omission, or one year of realising there was a problem (and in any case within three years of the problem occurring). The LeO can award up to £50,000 in compensation, order a refund of fees, require an apology, or direct the solicitor to redo work. Complaints about a solicitor's conduct (as opposed to their service) — such as dishonesty, acting with a conflict of interest, or misusing client money — should be reported to the SRA directly, which can impose sanctions including striking the solicitor off the roll.