If you’re dissatisfied with legal services—whether due to poor communication, delays, billing disputes, or misconduct—you may consider filing a Law society complaints. Understanding the right route—whether through internal firm procedures, the Legal Ombudsman, or the Solicitors Regulation Authority (SRA)—is vital to obtain an effective resolution.

Linkilaw Solicitors, based in London, specialises primarily in high-value fraud and dispute cases rather than handling routine complaint cases. However, their expertise provides helpful insight for clients navigating complaints against other solicitors or assessing escalation options.

1. Understanding the Complaints Framework

In England and Wales, complaints about solicitors’ service or conduct follow a tiered approach:

1.1 Inside the Firm

• First tier: You must initially complain to the law firm directly. Every authorised solicitor firm is required under the SRA Code of Conduct to maintain a written complaints procedure and respond within eight weeks. ([turn0search2]⁠ & [turn0search1]⁠)

• Best practice includes:

  • Acknowledgement within two working days.

  • Listening, understanding, and proactively responding. ([turn0search6]⁠)

  • Clear, jargon-free language in correspondence. ([turn0search9]⁠)

  • Keeping detailed records of communications and decisions. ([turn0search8]⁠)

1.2 External Resolution: Legal Ombudsman (LeO)

• If you’re unhappy with the firm’s response or eight weeks pass without resolution, you may escalate to the Legal Ombudsman. LeO handles complaints about poor service, such as delays, lack of updates, billing issues, or lost documents. ([turn0search2]⁠ & [turn0search19]⁠)

• Eligibility:

  • Raise complaint within six months of the final firm response.

  • No more than one year from when you became aware of the issue. ([turn0search2]⁠ & [turn0search19]⁠)

• LeO can require compensation, corrective action, or explanation but does not resolve conduct complaints.

1.3 Regulatory Complaints: Solicitors Regulation Authority (SRA)

• For allegations of professional misconduct, including dishonesty, misuse of client funds, fraud, conflicts of interest, or serious breaches of SRA principles, complaints must be submitted to the SRA. ([turn0search5]⁠)

• The SRA will assess the report and decide whether to investigate. They prioritize repeated or serious misconduct, especially if vulnerable clients are involved. ([turn0search5]⁠)

1.4 Historical Role of the Law Society

• Previously, the Law Society had its own complaint-handling function through internal disciplinary bodies, or via conciliation. This system was gradually replaced by the Legal Ombudsman and SRA frameworks by 2010. ([turn0search22]⁠ & [turn0search3]⁠)

2. Why These Channels Matter

• The Legal Ombudsman deals strictly with service quality. It’s your route for issues like poor communication or unfulfilled client care obligations. LeO reported resolving tens of thousands of complaints since its creation in 2010. ([turn0search19]⁠)

• The SRA focuses on ethical and regulatory compliance, with powers to investigate and sanction serious misconduct. For example, they handle allegations of fraud or misuse of client money. ([turn0search5]⁠)

• Both SRA and LeO operate within statutory limits—reflecting regulatory objectives set by the Legal Services Board. ([turn0search23]⁠)

3. Common Complaint Triggers

▸ Service Complaints

Often include:

• Delayed responses or case inactivity.

• Poor communication or unexplained costs.

• Loss or mishandling of documents.
  These are handled through the firm’s internal process or escalated to LeO. ([turn0search2]⁠ & [turn0search6]⁠)

▸ Conduct or Regulatory Complaints

Include:

• Financial dishonesty or fraud.

• Conflict of interest or failure to act in your interests.

• Misuse of client funds or failure to observe anti-money laundering controls.
  Such matters warrant a report to the SRA. ([turn0search5]⁠)

4. Complaint Handling: Best Practices

Inside the Firm

• Acknowledge complaints promptly—within two working days.

• Investigate thoroughly and resolve within eight weeks.

• Communicate clearly, manage expectations, and offer options. ([turn0search6]⁠ & [turn0search9]⁠)

• Maintain comprehensive records. ([turn0search8]⁠)

Legal Ombudsman

• Ensure you have documented your complaint internally and received final response.

• Submit to LeO within their time limits.

• Provide clear evidence and indicate your desired resolution. ([turn0search2]⁠ & [turn0search19]⁠)

Reporting to the SRA

• Gather evidence of serious misconduct.

• Use specific examples of dishonesty, misuse of funds, or conflict breaches.

• Understand the SRA will assess the seriousness before investigating. ([turn0search5]⁠)

5. How Linkilaw Solicitors Can Assist

Although Linkilaw’s mainline services don’t include straightforward complaints procedures, their expertise makes them valuable advisors in these situations:

Assessing Serious Misconduct

Clients unsure whether their case amounts to an SRA-reportable issue—such as potential dishonesty or misuse of funds—can benefit from Linkilaw’s fraud and regulatory expertise. Their experience in complex investigations helps clarify whether escalation is justified and how to frame it.

 Dispute Resolution & Negotiation

If formal complaints escalate into claims or disputes—such as professional negligence or breach of contract—Linkilaw offers litigation and dispute advisory services to help secure compensation or resolution.

 Strategic Guidance

Clients may need help mapping out options:

• How to raise a complaint internally.

• What evidence to collect.

• Whether to approach LeO or SRA.
  Linkilaw’s senior-led team can provide clarity on legal thresholds and likely outcomes.

 Supporting Clients Facing SRA Investigation

In rare cases where the matter circles back—for instance if you’ve been involved in a third-party dispute or allegations create exposure—Linkilaw can provide regulatory defence advice. Their experience with multi-jurisdictional fraud, SRA-related risk, and complex litigation positions them well.

6. Trends and Systemic Observations

• The SRA has experienced a large rise in misconduct reports, doubling its acknowledgement time to 50–55 days as of March 2025. ([turn0news12]⁠)

• The Legal Ombudsman is under pressure with a backlog of ~3,000 complaints and aims to reduce resolution time from ~290 days. Its budget has increased in 2025–26 to support more investigators. ([turn0news16]⁠)

• These trends highlight that timely escalation and evidence clarity can accelerate outcomes.

7. Practical Client Checklist

8. Why Complaint Standards Are Crucial

For Clients

Effective complaint resolution helps:

• Maintain trust in the legal profession.

• Resolve dissatisfaction without costly legal action.

• Bring about compensation or remedial explanation efficiently.

For Solicitor Firms

Good complaint handling supports:

• Better client retention and referrals.

• Avoiding escalation to LeO or SRA.

• Compliance with regulatory standards and improving transparency. ([turn0search6]⁠ & [turn0search1]⁠)

9. The Role of the Law Society Today

Though it no longer handles complaints against solicitors, the Law Society:

• Advocates for high professional standards.

• Offers best practice guidance for complaint handling and client care.

• Provides tools like the Lexcel accreditation, which can help firms reduce complaints and operate high-quality service levels. ([turn0search0]⁠ & [turn0search20]⁠)

Complaints about legal services can be stressful—but clear processes exist to escalate issues appropriately:

• Start internally with the firm’s complaints system.

• Use the Legal Ombudsman for service-related issues.

• Report misconduct to the SRA when serious misconduct or regulatory breaches occur.

• Seek legal support if needed, particularly for disputes or potential investigations.

While Law society complaints doesn’t run routine complaint-handling services, their expertise in high-stakes litigation, regulatory complaints, and strategic risk management makes them well-positioned to guide clients through serious complaints—especially those involving allegations of fraud or governance failure. Their senior-led, multidisciplinary perspective ensures clients receive clear, professional advice on next steps.

If you’re facing an unresolved complaint, or need help deciding whether to escalate to LeO or SRA—or need representation in related disputes—Linkilaw Solicitors offer strategic counsel grounded in clarity and outcome-driven planning.