Complaints About Solicitors
Buyer Complaints
About Solicitors
E-Solicitors Complaints Procedure
─────────────────────────────────────
Complaints Process and Investigation Guide
For Buyers, Platform Operations, and Solicitor Guidance
─────────────────────────────────────
Version 1.0 - January 2026
England and Wales
Important Notice for Buyers
- WHERE YOU COMPLAIN DEPENDS ON WHAT YOUR COMPLAINT IS ABOUT. PLEASE READ THIS SECTION CAREFULLY BEFORE MAKING A COMPLAINT.
Understanding Where to Complain
Different types of complaints should be directed to different organisations. Using the wrong complaints route will cause delays and may mean your complaint cannot be dealt with.
Complaints About Legal Services → Solicitor First, Then Legal Ombudsman
If your complaint is about the QUALITY of legal services (poor advice, delays, mistakes, communication problems, fees), you MUST complain to the solicitor first.
The solicitor has 8 weeks to resolve your complaint
If unresolved, you can escalate to the Legal Ombudsman
The Legal Ombudsman can award compensation up to £50,000
Complaints About Solicitor Conduct → SRA
If your complaint is about MISCONDUCT (dishonesty, theft, discrimination, breach of professional rules), you can report to the SRA.
The SRA investigates breaches of professional standards
The SRA can discipline, fine, or strike off solicitors
The SRA cannot award you compensation (use Legal Ombudsman for that)
Complaints About the Platform → Platform
If your complaint is about the PLATFORM'S services (website issues, matching problems, Platform fees), complain to us.
We will investigate issues with our marketplace services
We CANNOT investigate complaints about legal advice quality
We may
take action
against solicitors who breach Platform terms
-
THE PLATFORM IS NOT A REGULATOR. We cannot discipline solicitors, award compensation for poor legal services, or investigate the quality of legal advice. For those issues, use the solicitor's complaints procedure and/or the Legal Ombudsman.
-
YOUR CONSUMER RIGHTS: If you are a consumer, you have statutory rights under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, and Digital Markets, Competition and Consumers Act 2024 that cannot be taken away. These procedures are in addition to your legal rights.
QUICK REFERENCE: WHERE TO COMPLAIN
Poor quality legal advice
Where: Solicitor first → Legal Ombudsman
What they can do: Award compensation up to £50,000, order refund, require apology
Delays in your matter
Where: Solicitor first → Legal Ombudsman
What they can do: Award compensation, order work to be completed
Communication problems
Where: Solicitor first → Legal Ombudsman
What they can do: Award compensation, require improvements
Excessive or unclear fees
Where: Solicitor first → Legal Ombudsman
What they can do: Order fee reduction, refund
Solicitor dishonesty
Where: SRA (can also use solicitor/
LeO
)
What they can do: Investigate, discipline, fine, strike off
Theft of client money
Where: SRA AND Police
What they can do: Investigate, prosecute, SRA Compensation Fund
Discrimination by solicitor
Where: SRA AND Legal Ombudsman
What they can do: Discipline AND compensation possible
Platform website problems
Where: Platform
What they can do: Fix issues, refund Platform fees
Drip pricing or hidden fees (DMCCA 2024)
Where: Solicitor → Trading Standards → CMA
What they can do: Investigation, enforcement action
Part 1: Complaints About Legal Services
ℹ This section explains how to complain about the quality of legal services. These complaints should go to the SOLICITOR first, then the LEGAL OMBUDSMAN if unresolved.
- OVERVIEW - COMPLAINTS ABOUT LEGAL SERVICES
1.1 Complaints about legal services include:
Poor quality advice or work
Mistakes or errors in handling your matter
Unreasonable delays
Failure to keep you informed
Poor communication
Failure to follow instructions
Excessive or unclear fees
Billing disputes
Lost or damaged documents
Failure to meet deadlines
Breach of Consumer Rights Act 2015 (service not with reasonable care and skill)
Failure to provide pre-contract information (CCR 2013)
Hidden fees or drip pricing (DMCCA 2024)
1.2 Why You Must Complain to the Solicitor First:
1.2.1 It is a legal requirement - the Legal Ombudsman will not accept your complaint unless you have complained to the solicitor
first;
1.2.2 The solicitor has 8 weeks to investigate and resolve your
complaint;
1.2.3 Many complaints are resolved at this stage without needing to
escalate;
1.2.4 The solicitor's complaints procedure should be free of charge.
- STEP 1: COMPLAIN TO THE SOLICITOR
2.1 How to Find the Solicitor's Complaints Procedure:
2.1.1 Check your Client Care Letter - this should include complaints
information;
2.1.2 Check the solicitor's website - SRA Transparency Rules require
this;
2.1.3 Ask the solicitor
directly;
2.1.4 The solicitor must have a named person responsible for complaints.
2.2 Making Your Complaint:
2.2.1 Put your complaint in writing (email or letter
);
2.2.2 Clearly describe what went
wrong;
2.2.3 Explain what impact this has had on
you;
2.2.4 State what outcome you are
seeking;
2.2.5 Include your matter reference and contact
details;
2.2.6 Keep copies of everything.
2.3 What to Include in Your Complaint:
☐ Your full name and contact details
☐ Your matter/file reference number
☐ The name of the solicitor(s) you dealt with
☐ Clear description of what went wrong
☐ Dates of events you are complaining about
☐ Impact on you (financial loss, distress, etc.)
☐ What you want the solicitor to do (remedy sought)
☐ Copies of relevant documents
2.4 What to Expect from the Solicitor:
2.4.1 Acknowledgment within 5 working days (recommended
);
2.4.2 Substantive response within 8
weeks;
2.4.3 If they need more time, they should tell
you;
2.4.4 A final response letter when investigation is
complete;
2.4.5 Information about the Legal Ombudsman including time limits if you remain dissatisfied.
- STEP 2: ESCALATE TO THE LEGAL OMBUDSMAN
3.1 When You Can Complain to the Legal Ombudsman:
3.1.1 You have complained to the solicitor
first;
3.1.2 The solicitor has had 8 weeks to respond; OR
3.1.3 The solicitor has issued a final
response
and you are
dissatisfied;
3.1.4 You are within the time limits (see clause 5).
3.2 Legal Ombudsman Contact Details:
Website: www.legalombudsman.org.uk
Email: enquiries@legalombudsman.org.uk
Phone: 0300 555 0333
Post: Legal Ombudsman, PO Box 6167, Slough SL1 0EH
3.3 What Information the Legal Ombudsman Needs:
☐ Your contact details
☐ The solicitor's name and address
☐ Description of your complaint
☐ Copies of correspondence with the solicitor
☐ The solicitor's final response (if received)
☐ What outcome you are seeking
4. What the Legal Ombudsman Can and Cannot Do
4.1 The Legal Ombudsman CAN:
Investigate complaints about poor service
Award compensation up to £50,000
Order a refund of fees (in whole or part)
Order the solicitor to put things right
Order the solicitor to apologise
Order the solicitor to pay interest
Order the solicitor to release files
4.2 The Legal Ombudsman CANNOT:
Strike off or discipline solicitors (that's the SRA)
Award unlimited compensation
Overturn court decisions
Give legal advice
Handle complaints about conduct (that's the SRA)
Handle complaints outside their jurisdiction
Handle complaints outside time limits
5. Time Limits for Complaints
- Time limits are strict. The time limits were updated - please read carefully. Complain promptly to protect your rights.
5.1 Complaints to the Solicitor:
There is no formal time limit for complaining to the solicitor, but you should complain as soon as possible while events are fresh and evidence is available.
5.2 Complaints to the Legal Ombudsman - TIME LIMITS (UPDATED):
- These time limits were updated and are strictly enforced:
5.2.1 Within 1 YEAR of the date of the act or omission you are complaining about; OR
5.2.2 Within 1 YEAR of when you should reasonably have known there was cause for
complaint;
5.2.3 AND within 6 MONTHS of the solicitor's final response to your complaint.
5.3 The Longstop Date:
In all cases, you must complain within 6 YEARS of the act or omission.
ℹ Example: If the solicitor made a mistake in January 2024 and you discovered it in June 2024, you have until June 2025 to complain to the Legal Ombudsman (1 year from discovery). But you must also complain within 6 months of the solicitor's final response.
Part 2: Complaints About Solicitor Conduct
ℹ This section explains when and how to report solicitor misconduct to the SRA. The SRA handles conduct issues, not service quality (that's the Legal Ombudsman).
6. When to Report to the Sra
6.1 Report to the SRA if you believe a solicitor has:
Dishonesty and Integrity (SRA Principles 4 and 5)
Been dishonest (lying, deceiving, misleading)
Stolen money or property
Committed fraud
Made false statements
Forged documents
Mishandling Client Money (SRA Accounts Rules 2019)
Failed to account for your money properly
Used your money for their own purposes
Mixed your money with firm money
Delayed paying money owed to you without reason
Discrimination and Harassment (SRA Principle 6, Equality Act 2010)
Discriminated against you (race, sex, disability, religion, age, sexual orientation, etc.)
Harassed you
Treated you unfairly due to protected characteristics
Failed to make reasonable adjustments for disability
Conflicts of Interest (SRA Code Rule 6)
Acted for both sides without proper consent
Put their own interests above yours
Failed to disclose a conflict
Breach of Professional Rules
Breached confidentiality without justification
Failed to have proper insurance (SRA Indemnity Insurance Rules 2023)
Practised while suspended or struck off
Misrepresented their qualifications
Failed to comply with court orders
AML/sanctions breaches (MLR 2017, LSAG 2025)
6.2 The SRA is NOT the Right Place For:
Complaints about service quality (use Legal Ombudsman)
Fee disputes (use Legal Ombudsman)
Compensation claims (use Legal Ombudsman or courts)
Disagreements about legal strategy
Disappointment with case outcome
7. How to Report to the Sra
7.1 SRA Contact Details:
Website: www.sra.org.uk
Report Centre: www.sra.org.uk/consumers/problems/report-solicitor/
Phone: 0370 606 2555
7.2 Information to Include:
☐ The solicitor's name and SRA ID (if known)
☐ The firm's name and address
☐ Your contact details
☐ Detailed description of the conduct
☐ Dates of events
☐ Any evidence you have
☐ Names of witnesses
8. What the Sra Can and Cannot Do
8.1 The SRA CAN:
Investigate allegations of misconduct
Issue warnings and rebukes
Impose fines (up to £25,000 for individuals, £250,000 for firms)
Impose conditions on practising certificates
Suspend solicitors
Strike solicitors off the Roll
Refer serious cases to the Solicitors Disciplinary Tribunal
Intervene in firms (close them down to protect clients)
8.2 The SRA CANNOT:
Award you compensation (use Legal Ombudsman)
Order a refund of fees (use Legal Ombudsman)
Make the solicitor apologise to you
Give you legal advice
Act as your lawyer
Guarantee any particular outcome
8.3 SRA Compensation Fund:
If a solicitor has stolen your money or been dishonest, you may be able to claim from the SRA Compensation Fund. This is a fund of last resort for victims of solicitor dishonesty.
Contact: www.sra.org.uk/consumers/problems/compensation-fund/
- SERIOUS MATTERS: POLICE AND OTHER AUTHORITIES
9.1 Report to the POLICE if:
You believe a crime has been committed
Money has been stolen
You have received threats
Fraud is involved
You feel in danger
9.2 Police Contact:
Emergency: 999
Non-emergency: 101
Action Fraud (fraud reporting): 0300 123 2040 or www.actionfraud.police.uk
9.3 You Can Report to Multiple Bodies:
You can report the same matter to the solicitor, Legal Ombudsman, SRA, and police if appropriate. They deal with different aspects:
Solicitor/Legal Ombudsman: Getting compensation for your loss
SRA: Disciplining the solicitor
Police: Criminal prosecution
Part 3: Complaints to the Platform
ℹ This section explains when and how to complain to [Platform Name] about issues with solicitors on the Platform.
10. What the Platform Can Investigate
10.1 The Platform CAN Investigate:
Breaches of Platform Terms by Solicitors
False or misleading profile information
Misrepresentation of qualifications or experience
Failure to maintain required SRA registration
Breach of Platform policies
Serious Conduct Patterns
Multiple complaints from different buyers suggesting a pattern
Conduct that may indicate regulatory breaches
Conduct affecting the integrity of the Platform
Platform Service Issues
Problems with the Platform's matching service
Errors in solicitor information displayed by Platform
Platform fee disputes
Technical issues affecting your experience
10.2 The Platform CANNOT Investigate:
- The Platform is NOT a regulator. We cannot investigate the quality of legal advice or services.
Quality of legal advice given by the solicitor
Whether the solicitor made mistakes in your matter
Fee disputes between you and the solicitor
Delays in your legal matter
Communication issues with the solicitor
Outcome of your legal matter
→ For these issues, use the solicitor's complaints procedure and/or the Legal Ombudsman.
10.3 Why the Platform Has Limited Powers:
10.3.1 The Platform is a marketplace that connects buyers with
solicitors;
10.3.2 Legal services are provided by the solicitor, not by the
Platform;
10.3.3 The SRA regulates solicitors - we are not a
regulator;
10.3.4 The Legal Ombudsman handles service complaints - we cannot duplicate their
role;
10.3.5 We do not have legal powers to discipline solicitors or award compensation for legal services.
11. How to Complain to the Platform
11.1 Contact Details:
11.1.1 Online: Via your Buyer Dashboard complaints section
11.1.2 Email: buyer-complaints@[platform].com
11.1.3 Post: [Platform Name], Complaints Team, [Address]
11.1.4 Phone: [Phone Number]
11.2 Before Complaining to the Platform:
☐ Consider whether the Platform is the right place for your complaint
☐ If it's about legal service quality, complain to the solicitor first
☐ Gather relevant evidence
☐ Note down key dates and events
12. Information Required
12.1 When Complaining to the Platform, Provide:
Your Details
☐ Your full name
☐ Your Platform username or account reference
☐ Your contact email and phone number
☐ Whether you are a consumer or business client
Solicitor Details
☐ Solicitor's name
☐ Solicitor's firm name
☐ Solicitor's Platform profile reference
Complaint Details
☐ Clear description of your complaint
☐ Dates of relevant events
☐ Category of complaint (see clause 13)
☐ What you have done to try to resolve the issue
☐ What outcome you are seeking from the Platform
Evidence
☐ Screenshots of Platform messages
☐ Copies of communications with the solicitor
☐ Any other relevant documents
☐ Evidence of solicitor's Platform profile claims vs reality
13. Complaint Categories
13.1 Platform-Related Complaints (We CAN Investigate):
Profile Misrepresentation: False qualifications, fake reviews, misleading claims
Registration Issues: Not properly SRA registered, practising certificate issues
Platform Policy Breach: Abuse of messaging, bypassing Platform, fake accounts
Pattern of Complaints: Multiple buyers report similar issues
Platform Service Issues: Matching errors, website problems, fee disputes
13.2 Complaints We Will Refer Elsewhere:
Poor legal advice quality → Solicitor → Legal Ombudsman
Legal fee disputes → Solicitor → Legal Ombudsman
Solicitor misconduct → SRA
Criminal conduct → Police and SRA
Discrimination → Legal Ombudsman AND SRA
Part 4: Platform Investigation Process
ℹ This section explains how the Platform investigates complaints about solicitors.
14. Receipt and Acknowledgment
14.1 When we receive your complaint, we will:
14.1.1 Log the complaint with a unique reference
number;
14.1.2 Send you an acknowledgment within 3 working
days;
14.1.3 Confirm whether we can investigate or if you need to use another
route;
14.1.4 If we cannot investigate, explain why and direct you to the correct
body;
14.1.5 Assign an investigator if the complaint is within our
scope;
14.1.6 Consider whether you may be a vulnerable complainant requiring additional support.
14.2 Our Acknowledgment Will Include:
Your complaint reference number
Confirmation of what we can/cannot investigate
Expected timescales
Contact details for updates
Information about other complaints bodies (if relevant)
15. Initial Assessment and Triage
15.1 We Will Assess:
15.1.1 Whether the complaint is within Platform
scope;
15.1.2 Whether the solicitor is registered on the
Platform;
15.1.3 Whether there are previous complaints about the same
solicitor;
15.1.4 The severity and urgency of the
complaint;
15.1.5 Whether immediate action is needed (e.g., suspension
);
15.1.6 Whether any party may be vulnerable.
15.2 Triage Outcomes:
15.2.1 Proceed to investigation (within scope
);
15.2.2 Redirect to correct body (Legal Ombudsman, SRA
);
15.2.3 Close complaint (out of scope, insufficient information
);
15.2.4 Immediate escalation (serious regulatory concerns).
16. Investigation Procedures
16.1 For Complaints We Investigate, We Will:
16.1.1 Review all evidence you have
provided;
16.1.2 Review Platform records (messages, transactions, profiles
);
16.1.3 Check the solicitor's SRA registration
status;
16.1.4 Review any previous complaints about the
solicitor;
16.1.5 Give the solicitor opportunity to respond (see clause 17
);
16.1.6 Reach a conclusion based on the evidence.
16.2 Investigation Timescales:
Urgent (safety, ongoing fraud): Same day initial response, 7 working days final
Profile misrepresentation: 3 working days initial, 15 working days final
Registration issues: 3 working days initial, 10 working days final
Policy breaches: 5 working days initial, 20 working days final
Pattern investigation: 5 working days initial, 30 working days final
Platform service issues: 5 working days initial, 15 working days final
- SOLICITOR'S RIGHT TO RESPOND
17.1 Except in urgent cases requiring immediate action, we will:
17.1.1 Notify the solicitor of the complaint (in general terms
);
17.1.2 Give the solicitor 10 working days to
respond;
17.1.3 Consider the solicitor's response
fairly;
17.1.4 Share relevant parts of the response with you (if appropriate).
17.2 We May Not Notify the Solicitor Where:
17.2.1 There is suspected fraud requiring
investigation;
17.2.2 Notification could prejudice a regulatory or police
investigation;
17.2.3 Immediate suspension is necessary for safety reasons.
18. Investigation Outcomes
18.1 Possible Outcomes:
18.1.1 Complaint Upheld: Evidence supports your complaint. We will
take action
against the solicitor.
18.1.2 Complaint Partially Upheld: Some aspects supported. Proportionate action taken.
18.1.3 Complaint Not Upheld: Insufficient evidence or conduct does not breach Platform terms.
18.1.4 Referred to Other Body: Matter requires SRA, Legal Ombudsman, or police involvement.
18.1.5 Inconclusive: Unable to reach conclusion due to conflicting evidence. No action but recorded.
18.2 We Will Tell You:
The outcome of our investigation
Summary of our findings
What action we are taking (if any)
Your appeal rights
Other routes available to you (Legal Ombudsman, SRA)
19. Actions the Platform Can Take
19.1 Against Solicitors:
Warning: First minor breach, recorded on file
Profile Correction: Incorrect information removed/corrected
Temporary Suspension: Pending investigation, solicitor cannot receive new enquiries
Permanent Removal: Serious breach, repeated violations, solicitor removed entirely
Referral to SRA: Regulatory concerns notified to SRA
Referral to Police: Criminal conduct suspected
19.2 Platform Actions Do NOT:
Award you compensation (use Legal Ombudsman)
Discipline the solicitor professionally (use SRA)
Refund solicitor's fees to you (dispute with solicitor)
Give you legal advice
Part 5: Solicitor Complaints Handling Obligations
ℹ This section provides guidance for solicitors on their regulatory obligations for handling client complaints. This information is also useful for buyers to understand what solicitors MUST do.
20. Sra Requirements for Solicitors
20.1 SRA Code of Conduct for Firms - Rule 7:
You ensure that a written procedure is in place for handling complaints, that this is brought to clients' attention at the time of engagement, and that complaints are dealt with promptly, fairly, and free of charge.
20.2 Key SRA Requirements:
20.2.1 You MUST have a
written complaints
procedure;
20.2.2 You MUST tell clients about it at the start of the
matter;
20.2.3 You MUST handle complaints promptly, fairly, and FREE OF
CHARGE;
20.2.4 You MUST signpost the Legal Ombudsman with time
limits;
20.2.5 You MUST provide the SRA's contact details for conduct issues.
20.3 SRA Principles Relevant to Complaints:
Principle 2 (Public Trust): Handle complaints in a way that maintains public confidence
Principle 4 (Honesty): Be honest in responding to complaints
Principle 5 (Integrity): Act with integrity when dealing with complaints
Principle 6 (EDI): Handle complaints without discrimination
Principle 7 (Client Best Interests): Resolve complaints fairly in client's interest
20.4 SRA Transparency Rules:
For certain services, you must publish on your website:
Your complaints procedure
How clients can make a complaint
Information about the Legal Ombudsman including time limits
Information about the SRA for conduct complaints
21. Law Society Guidance
21.1 Law Society Best Practice Recommendations:
Acknowledge complaints within 5 working days
Investigate thoroughly and objectively
Keep complainants informed of progress
Respond substantively within 8 weeks
Offer fair resolution where appropriate
Learn from complaints to improve service
Maintain a complaints log and analyse trends
Train staff on complaints handling
21.2 Accreditation Requirements:
Lexcel
: Documented complaints policy meeting standards, named handler, regular data analysis
CQS: Specific complaints handling requirements for conveyancing
WIQS: Complaints data reporting
22. Required Elements of a Complaints Procedure
22.1 Your Complaints Procedure MUST Include:
☐ Clear explanation of how to make a complaint
☐ Named individual responsible for handling complaints
☐ Timescales for acknowledgment (within 5 working days)
☐ Timescales for investigation and response (within 8 weeks)
☐ Escalation process within the firm
☐ Full contact details for the Legal Ombudsman
☐ Time limits for complaining to the Legal Ombudsman (1 year / 6 months)
☐ Contact details for the SRA (for conduct complaints)
☐ Information about any ADR schemes you participate in
22.2 Timescales:
Acknowledgment: Within 5 working days (maximum 5 working days)
Substantive response: Within 4 weeks (maximum 8 weeks)
Final response: Within 8 weeks of complaint
Signpost Legal Ombudsman: With final response
23. Client Care Letter Requirements
23.1 Your Client Care Letter MUST Include:
☐ Your complaints procedure
☐ How to make a complaint
☐ The right to complain to the Legal Ombudsman
☐ Time limits for complaining (1 year from act, 6 months from final response)
☐ Contact details for the Legal Ombudsman
☐ The right to complain to the SRA about conduct
☐ Contact details for the SRA
☐ Cancellation rights (for consumer clients)
23.2 Required Wording (or similar):
ℹ 'If you are unhappy with our services, please contact [Name] at [contact details]. We have a written complaints procedure, a copy of which is available on request. If we cannot resolve your complaint, you may be able to complain to the Legal Ombudsman (www.legalombudsman.org.uk, 0300 555 0333). You must complain within 1 year of the act complained about and within 6 months of our final response. If you believe we have breached our professional rules, you can report us to the SRA (www.sra.org.uk).'
24. Fca Considerations
24.1 If Your Firm Conducts FCA-Regulated Activities:
Some law firms conduct activities regulated by the FCA. If so, additional requirements apply under FCA rules (DISP):
Written acknowledgment within 5 working days
Final response within 8 weeks
Signpost the Financial Ombudsman Service (FOS)
Report complaints data to the FCA
24.2 Financial Ombudsman Service:
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567
24.3 FCA Transition for AML:
Solicitors should prepare for FCA supervision of AML compliance, which may include additional complaints reporting requirements.
- If your firm conducts FCA-regulated activities, you must comply with BOTH SRA and FCA complaints requirements.
25. Record Keeping and Colp Reporting
25.1 You MUST Maintain Records Of:
☐ All complaints received
☐ Date complaint received
☐ Nature of complaint
☐ How complaint was investigated
☐ Outcome and any remedial action
☐ Date of final response
☐ Whether referred to Legal Ombudsman
☐ Outcome of any Legal Ombudsman investigation
25.2 COLP Responsibilities:
The Compliance Officer for Legal Practice (COLP) must:
Monitor complaints handling procedures
Report significant complaints to management
Report material failures to comply with obligations to the SRA
Ensure learnings from complaints are implemented
Include complaints in compliance reporting
25.3 Reporting to the SRA:
You must report to the SRA promptly if:
A complaint reveals material failure to comply with regulatory requirements
The Legal Ombudsman finds discrimination
The Legal Ombudsman orders payment and you fail to pay
Any other matter requiring a regulatory report
Part 6: Consumer Protection and Vulnerable Clients
26. Consumer Rights in Complaints
26.1 Consumer Protection Legislation applies if you are a consumer client:
Consumer Rights Act 2015
Services must be performed with reasonable care and skill
Services must be completed within agreed timescale
You have right to repeat performance or price reduction if service is substandard
Unfair terms in consumer contracts are not binding
Your statutory rights cannot be excluded
Consumer Contracts Regulations 2013
14-day cancellation right for distance contracts (where applicable)
Right to pre-contract information
If not informed of cancellation right, period extends to 12 months + 14 days
Digital Markets, Competition and Consumers Act 2024
Protection from drip pricing (fees added during transaction)
All mandatory costs must be disclosed upfront
Protection from unfair commercial practices
26.2 If You Believe Consumer Rights Have Been Breached:
Complain to the solicitor first using their complaints procedure
Escalate to the Legal Ombudsman if not resolved
Contact Trading Standards for serious consumer protection issues
Consider the Competition and Markets Authority (CMA) for systemic issues
27. Vulnerable Client Support
27.1 If You Are a Vulnerable Client:
You may need additional support if you have difficulties due to:
Age (older or younger clients)
Disability (physical, sensory, or learning)
Mental health conditions
Mental capacity issues
Language barriers
Bereavement or emotional distress
Financial difficulties
27.2 What Solicitors Must Do (SRA Code Rules 3.4 and 6.2):
Identify if you may be vulnerable
Make reasonable adjustments to help you
Communicate in a way you can understand
Involve a support person (with your consent)
27.3 Making a Complaint as a Vulnerable Person:
Tell us or the solicitor if you need additional support
Request information in alternative formats
Have someone assist you with the complaint
Ask for extra time if needed
Reasonable adjustments should be made at no extra cost
27.4 Mental Capacity (Mental Capacity Act 2005):
If there are concerns about your capacity to make decisions:
A person with Lasting Power of Attorney may complain on your behalf
A Court of Protection Deputy may assist
An advocate or support worker can help
- EQUALITY, DIVERSITY AND INCLUSION
28.1 Complaints About Discrimination:
If you believe you have been discriminated against due to a protected characteristic (Equality Act 2010), you can:
Report to the SRA (conduct issue)
Complain to the Legal Ombudsman (service issue with compensation)
Contact the Equality and Human Rights Commission
Consider civil action
28.2 Protected Characteristics:
Age
Disability
Gender reassignment
Marriage and civil partnership
Pregnancy and maternity
Race
Religion or belief
Sex
Sexual orientation
Part 7: Appeals and Further Action
29. Appealing Platform Decisions
29.1 If you are dissatisfied with the Platform's handling of your complaint, you may appeal.
29.2 Grounds for Appeal:
29.2.1 Procedural unfairness in our
investigation;
29.2.2 New evidence not available during
investigation;
29.2.3 Error of fact in our
decision;
29.2.4 We failed to consider relevant information.
29.3 How to Appeal:
29.3.1 Submit your appeal in writing within 14 days of our
decision;
29.3.2 Clearly state the grounds for
appeal;
29.3.3 Include any new
evidence;
29.3.4 Send
to:
appeals@[platform].com or [address].
29.4 Appeal Process:
29.4.1 Appeals are reviewed by a senior manager not involved in the original
decision;
29.4.2 We will respond within 20 working
days;
29.4.3 The appeal decision is final.
30. Further Steps If Dissatisfied
30.1 If You Remain Dissatisfied with the Platform:
You may seek independent legal advice
You may contact Trading Standards
You may consider ADR (Alternative Dispute Resolution) if available
You may have civil remedies in the courts
30.2 If You Remain Dissatisfied with the Solicitor:
Complete the solicitor's complaints procedure
Escalate to the Legal Ombudsman (for service issues)
Report to the SRA (for conduct issues)
Seek independent legal advice
Consider civil action if you have suffered loss
- The Legal Ombudsman is the primary route for complaints about legal services. The Platform cannot duplicate their role or award compensation for poor legal services.
SCHEDULE 1: BUYER COMPLAINT FORM (PLATFORM)
ℹ Use this form to complain to [Platform Name] about a solicitor. For complaints about legal service quality, please use the solicitor's complaints procedure first.
Section A: Your Details
Full Name: _____________________________________________
Platform Username/Reference: _____________________________________________
Email Address: _____________________________________________
Phone Number: _____________________________________________
Are you a Consumer or Business? ☐ Consumer ☐ Business
Date: _____________________________________________
Section B: Solicitor Details
Solicitor Name: _____________________________________________
Firm Name: _____________________________________________
Platform Profile Reference: _____________________________________________
Date(s) You Used the Solicitor: _____________________________________________
Section C: About Your Complaint
Have you complained to the solicitor directly?
☐ Yes - Date complained: ___________ Response received: Yes / No / Awaiting
☐ No - Reason: _____________________________________________
What is your complaint about? (tick all that apply):
☐ Solicitor's Platform profile is inaccurate or misleading
☐ Solicitor's registration status concerns
☐ Solicitor breached Platform terms
☐ Problem with Platform service (not the solicitor)
☐ Pattern of poor conduct (multiple issues)
☐ Other (please specify): _____________________________________________
- If your complaint is about LEGAL SERVICE QUALITY (advice, delays, fees, mistakes), you should complain to the solicitor first, then the Legal Ombudsman. The Platform cannot investigate these issues.
Section D: Description of Complaint
Please describe your complaint in detail:
(Continue on separate sheet if necessary)
Section E: Vulnerability / Additional Support
Do you need any additional support with this complaint?
☐ No additional support needed
☐ Yes - please specify: _____________________________________________
Section F: Declaration
☐ The information I have provided is true and accurate
☐ I understand the Platform cannot investigate legal service quality
☐ I understand I may need to use the Legal Ombudsman or SRA
☐ I consent to my complaint being shared with the solicitor for response
Signature: _____________________________________________
Date: _____________________________________________
SCHEDULE 3: LEGAL OMBUDSMAN - FULL INFORMATION
What is the Legal Ombudsman?
The Legal Ombudsman (
LeO
) is an independent body set up to resolve complaints about legal services in England and Wales. It is free to use.
Contact Details
Legal Ombudsman
PO Box 6167, Slough SL1 0EH
Website: www.legalombudsman.org.uk
Email: enquiries@legalombudsman.org.uk
Phone: 0300 555 0333
Before You Complain to the Legal Ombudsman
You MUST:
Complain to the solicitor first
Give the solicitor 8 weeks to respond; OR
Have received a final response from the solicitor
Time Limits (UPDATED)
- These time limits were updated and are strictly enforced:
Within 1 YEAR of the act or omission (or when you knew/should have known)
Within 6 YEARS of the act or omission (longstop)
Within 6 MONTHS of the solicitor's final response
What the Legal Ombudsman Can Do
Award compensation up to £50,000
Order a full or partial refund of fees
Order the solicitor to put things right
Order the solicitor to apologise
Order the solicitor to return your documents
What the Legal Ombudsman Cannot Do
Discipline or strike off solicitors (SRA does this)
Award unlimited compensation
Overturn court decisions
Handle complaints about solicitor conduct (SRA does this)
Handle complaints outside time limits
SCHEDULE 4: SRA REPORTING - FULL INFORMATION
What is the SRA?
The Solicitors Regulation Authority (SRA) regulates solicitors in England and Wales. It sets professional standards and can take disciplinary action.
Contact Details
Website: www.sra.org.uk
Report a Solicitor: www.sra.org.uk/consumers/problems/report-solicitor/
Phone: 0370 606 2555
Post: SRA, The Cube, 199 Wharfside Street, Birmingham B1 1RN
When to Report to the SRA
Report if you believe a solicitor has:
Been dishonest or acted without integrity
Stolen or mishandled client money
Discriminated against you
Breached confidentiality
Had a conflict of interest they didn't disclose
Practised without proper authorisation
Committed a criminal offence
Breached AML/sanctions requirements
What the SRA Can Do
Investigate allegations of misconduct
Issue warnings and rebukes
Impose fines
Suspend solicitors
Strike solicitors off the Roll
Refer to Solicitors Disciplinary Tribunal
What the SRA Cannot Do
Award you compensation (use Legal Ombudsman)
Order a refund of fees (use Legal Ombudsman)
Investigate service quality (use Legal Ombudsman)
SRA Compensation Fund
If a solicitor has been dishonest and you have lost money, you may be able to claim from the SRA Compensation Fund.
See: www.sra.org.uk/consumers/problems/compensation-fund/
Schedule 6: Template Complaint Letters
Template 1: Complaint to Solicitor
[Your Name]
[Your Address]
[Date]
[Solicitor Name]
[Firm Name]
[Firm Address]
Dear [Solicitor Name],
Re: Formal Complaint - Matter Reference: [Reference]
I am writing to make a formal complaint about the legal services provided in relation to my matter referenced above.
My complaint is as follows:
[Describe clearly what went wrong]
This has affected me in the following way:
[Describe the impact - financial loss, distress, delays etc.]
To resolve this complaint, I would like you to:
[State what outcome you want - refund, apology, work redone etc.]
I understand you have 8 weeks to respond to this complaint. If I remain dissatisfied, I may escalate my complaint to the Legal Ombudsman within the applicable time limits (1 year from the act complained about, 6 months from your final response).
Please acknowledge receipt of this complaint within 5 working days.
Yours sincerely,
[Your Name]
─────────────────────────────────────
Template 2: Escalation to Legal Ombudsman
[Your Name]
[Your Address]
[Date]
Legal Ombudsman
PO Box 6167
Slough SL1 0EH
Dear Legal Ombudsman,
I wish to make a complaint about [Solicitor Name] of [Firm Name].
I complained to the solicitor on [date]. [Their final response was dated X / I have not received a satisfactory response within 8 weeks].
My complaint is:
[Brief summary of complaint]
I am seeking:
[What you want - compensation, refund, apology etc.]
I confirm this complaint is within the time limits: the act complained about occurred on [date], which is within 1 year / I received the final response on [date], which is within 6 months.
I enclose copies of my correspondence with the solicitor.
Yours faithfully,
[Your Name]
Document Information
This Buyer Complaints Process document is issued by [Platform Name] and forms part of the Buyer Terms and Conditions.
Document Version: 1.0
Effective Date: January 2026
Last Reviewed: January 2026
Next Review: January 2026
─────────────────────────────────────
Regulatory Framework
SRA Standards and Regulations 2019 (as amended 2025)
SRA Code of Conduct for Solicitors, RELs, RFLs
SRA Code of Conduct for Firms (Rule 7)
SRA Transparency Rules 2018 (as amended)
SRA Accounts Rules 2019
SRA Indemnity Insurance Rules 2023
Legal Ombudsman Scheme Rules
Consumer Rights Act 2015
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Digital Markets, Competition and Consumers Act 2024
Equality Act 2010
Mental Capacity Act 2005
Money Laundering Regulations 2017 (as amended)
LSAG Anti-Money Laundering Guidance 2025
Related Documents
Buyer Terms and Conditions V1.0
Solicitor Terms and Conditions V1.0
Solicitor Complaints About Buyers Process V1.0
Platform Privacy Notice
Key External Resources
Legal Ombudsman: www.legalombudsman.org.uk
SRA: www.sra.org.uk
SRA Check a Solicitor: www.sra.org.uk/consumers/register/
Law Society Find a Solicitor: www.lawsociety.org.uk/find-a-solicitor/
─────────────────────────────────────
[Platform Name]
Operated by: [Company Name]
Company registration number: [X]
Registered address: [Address]
Buyer complaints email: buyer-complaints@[platform].com
Phone: [Phone Number]