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Individual Clients

For Individual Buyers​

Engaging Individual Legal Professionals

E-Solicitors Legal Services Marketplace

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Your Agreement With the Platform​

Consumer Protection | Your Rights | How the Platform Works

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Version 1.0 - January 2026

England and Wales

Important Information for Individual Buyers​

  • PLEASE READ THESE TERMS CAREFULLY BEFORE USING THE PLATFORM. BY USING THE PLATFORM, YOU AGREE TO BE BOUND BY THESE TERMS.

Key Points You Need to Understand

  • The Platform is a MARKETPLACE that connects you with individual legal professionals

  • Legal professionals on the Platform are independently regulated (SRA, BSB, etc.)

  • You have the right to verify any legal professional's credentials before instructing them

  • You have consumer rights under UK law

  • The Platform does NOT provide legal advice or legal services

  • When you instruct a legal professional, your contract is with THEM - not with us

  • We are NOT a law firm and are NOT regulated by the SRA, BSB, Law Society, or FCA

  • YOUR RIGHTS: As a consumer, you have rights under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, and Digital Markets, Competition and Consumers Act 2024. These Terms do not affect your statutory rights.

What This Means for You

When you use E-Solicitors, you are using a technology service to find and connect with individual legal professionals such as:

Individual solicitors (including Freelance Solicitors)

Individual barristers (including Direct Access barristers)

Registered Foreign Lawyers (RFLs)

Chartered Legal Executives

Licensed Conveyancers

The legal services are provided by the individual professional, not by us. This means:

The legal professional you choose is responsible for the legal advice they give you

Any complaints about legal services should go to the professional first

If unresolved, you can escalate to the Legal Ombudsman

Complaints about our Platform service should come to us

Contents​

Part A: About These Terms​

  1. Definitions

  2. About Us - The Platform

  3. What We Do and Don't Do

  4. Your Relationship with Legal Professionals

Part B: Using the Platform​

  1. Eligibility and Registration

  2. Your Account

  3. How the Platform Works

  4. Search Results and Matching

  1. Types of Individual Legal Professionals

  2. Freelance Solicitors

  3. Direct Access Barristers

  4. Other Individual Professionals

  5. Verifying Credentials

  1. Your Contract with the Legal Professional

  2. What Individual Professionals Must Provide

  3. Client Care Letters

  4. Costs and Fees

Part E: Your Obligations​

  1. Providing Accurate Information

  2. Identity Verification (AML/KYC)

  3. Cooperation

  4. Prohibited Uses

Part F: Fees and Payments​

  1. Platform Fees

  2. Legal Fees

  3. Payment Security

  4. Referral Fee Disclosure

Part G: Your Consumer Rights​

  1. Consumer Protection Laws

  2. Consumer Rights Act 2015

  3. Right to Cancel

  4. Digital Markets, Competition and Consumers Act 2024

Part H: Support for Vulnerable Clients​

  1. If You Need Additional Support

Part I: Complaints​

  1. Complaints About the Platform

  2. Complaints About Legal Services

  3. The Legal Ombudsman

  4. Regulatory Bodies

Part J: General Provisions​

  1. Limitation of Liability

  2. Data Protection

  3. Changes to Terms

  4. Governing Law

Schedules​

Schedule 1: Types of Individual Legal Professionals

Schedule 2: How to Verify Legal Professionals

Schedule 3: Your Consumer Rights Summary

Schedule 4: Complaints Routes

Part A: About These Terms​

1. Definitions​

1.1 In these Terms, the following words have these meanings:

'Barrister' means a barrister called to the Bar of England and Wales with a current practising certificate, including Direct Access barristers.

'BSB' means the Bar Standards Board, which regulates barristers.

'Consumer' means an individual acting for purposes wholly or mainly outside their trade, business, craft, or profession.

'CRA 2015' means the Consumer Rights Act 2015.

'CCR 2013' means the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

'Direct Access Barrister' means a barrister authorised to accept instructions directly from the public.

'DMCCA 2024' means the Digital Markets, Competition and Consumers Act 2024.

'Freelance Solicitor' means a solicitor authorised by the SRA to practise independently outside a traditional law firm.

'Individual Legal Professional' means a solicitor, barrister, or other legal professional providing services in their individual capacity.

'Legal Ombudsman' means the independent body handling complaints about legal services.

'Platform / We / Us / Our' means E-Solicitors, operated by [Company Name].

'SRA' means the Solicitors Regulation Authority, which regulates solicitors.

'You / Your' means you, the individual seeking legal services through the Platform.

  1. ABOUT US - THE PLATFORM

2.1 We are E-Solicitors, a technology company operating an online marketplace connecting individuals who need legal services with individual legal professionals who provide them.

2.2 Important facts about us:

(a) We are NOT a law firm or legal

practice;

(b) We are NOT regulated by the

SRA;

(c) We are NOT regulated by the

BSB;

(d) We are NOT a member of The Law

Society;

(e) We are NOT regulated by the

FCA;

(f) We do NOT provide legal advice or legal

services;

(g) We do NOT hold client

money;

(h) We do NOT conduct AML/KYC checks on you - that is the legal professional's responsibility.

2.3 We are registered with the ICO for data protection purposes.

  1. WHAT WE DO AND DON'T DO

3.1 What we DO:

(a) Provide a platform where you can search for individual legal

professionals;

(b) Display information about legal professionals and their

services;

(c) Help match you with suitable professionals based on your

needs;

(d) Provide tools for you to communicate with legal

professionals;

(e) Verify that legal professionals are registered with their

regulators;

(f) Process payments for our Platform fees (if any).

3.2 What we DON'T do:

(a) Provide legal

advice;

(b) Recommend specific legal

professionals;

(c) Guarantee the quality of legal

services;

(d) Handle complaints about legal

services;

(e) Hold your money for legal

services;

(f) Supervise or regulate legal

professionals;

(g) Conduct AML/KYC identity checks.

4.1 When you instruct an individual legal professional through our Platform:

(a) You are entering into a contract directly with that

professional;

(b) The legal professional (not us) is responsible for providing legal services to

you;

(c) The professional's terms of engagement apply to your legal

matter;

(d) The professional owes professional duties to you under their regulatory

rules;

(e) The professional is responsible for any legal advice they give

you;

(f) Legal fees are payable to the professional, not to us.

4.2 We are not a party to the contract between you and the legal professional.

Part B: Using the Platform​

5. Eligibility and Registration​

5.1 To use the Platform, you must:

(a) Be at least 18 years old (or have a parent/guardian's consent

);

(b) Have legal capacity to enter into

contracts;

(c) Provide accurate information about

yourself;

(d) Accept these Terms.

5.2 You are using the Platform as an individual (not a business). If you are seeking legal services for a business, different terms may apply.

6. Your Account​

6.1 You may need to create an account to use certain Platform features.

6.2 You are responsible for:

(a) Keeping your account details

secure;

(b) Keeping your password

confidential;

(c) All activity that occurs under your

account;

(d) Notifying us immediately if you suspect unauthorised access.

7. How the Platform Works​

7.1 The Platform allows you to:

(a) Search for individual legal professionals by practice area, location, and other

criteria;

(b) View professional profiles, qualifications, and

services;

(c) Compare professionals and their pricing (where published

);

(d) Contact professionals through the

Platform;

(e) Request quotes or consultations.

7.2 Professional profiles are created by the legal professionals themselves. We verify regulatory registration but do not verify all information in profiles.

8. Search Results and Matching​

8.1 Search results are displayed based on various factors which may include:

(a) Relevance to your search

criteria;

(b) Professional's location and coverage

area;

(c) Ratings and

reviews;

(d) Response

times;

(e) Whether the professional has paid for enhanced visibility.

  • Search results are not recommendations. The order in which professionals appear is not an endorsement of their quality or suitability.

ℹ This Part explains the different types of individual legal professionals you may find on the Platform and what to expect from each.

9.1 The Platform connects you with various types of individual legal professionals:

Type

Regulator

Key Features

Solicitor

SRA

Full range of legal services

Freelance Solicitor

SRA

Independent, CANNOT hold client money

Direct Access Barrister

BSB

Advocacy specialists, CANNOT conduct litigation

RFL

SRA

Foreign qualified, limited reserved activities

CILEx Fellow

CILEx

Specialists, may have limited rights

Licensed Conveyancer

CLC

Property transactions only

10. Freelance Solicitors​

10.1 Freelance Solicitors are solicitors authorised by the SRA to practise independently.

10.2 Key things to know about Freelance Solicitors:

(a) They are fully qualified solicitors regulated by the

SRA;

(b) They have their own Professional Indemnity

Insurance;

(c) They CANNOT hold client

money;

(d) They cannot employ other people to do legal

work;

(e) You contract directly with the individual, not a firm.

  • Freelance Solicitors CANNOT hold client money. For transactions requiring money handling (e.g., property purchases), alternative arrangements will be needed.

10.3 If your matter requires client money handling:

(a) The Freelance Solicitor must inform you before accepting

instructions;

(b) They may arrange for another firm to handle the

money;

(c) Or they may refer you to a traditional law

firm;

(d) You should discuss this before instructing them.

11. Direct Access Barristers​

11.1 Direct Access (Public Access) barristers can be instructed without going through a solicitor.

11.2 Key things to know about Direct Access Barristers:

(a) They are fully qualified barristers regulated by the

BSB;

(b) They have completed additional Public Access

training;

(c) They specialise in advocacy (court work) and legal

advice;

(d) They CANNOT conduct litigation (issue/file court documents

);

(e) They CANNOT hold client

money;

(f) Not all matters are suitable for Direct Access.

  • Direct Access Barristers CANNOT conduct litigation. If court documents need to be issued or filed, you will need to do this yourself (as litigant in person) or instruct a solicitor.

11.3 The barrister must assess whether your matter is suitable for Direct Access:

(a) Can you manage aspects the barrister cannot do?

(b) Is the matter within the barrister's expertise?

(c) Would your interests be better served by a solicitor?

12. Other Individual Professionals​

12.1 Registered Foreign Lawyers (RFLs):

(a) Qualified in another jurisdiction, registered with

SRA;

(b) Can provide unreserved legal

activities;

(c) LIMITED ability to do reserved

activities;

(d) Cannot independently conduct litigation or conveyancing.

12.2 Chartered Legal Executives (CILEx Fellows):

(a) Regulated by CILEx

Regulation;

(b) Often specialists in particular

areas;

(c) May have additional rights (litigation, advocacy

);

(d) Check their specific authorisations.

12.3 Licensed Conveyancers:

(a) Regulated by Council for Licensed Conveyancers (CLC

);

(b) Specialists in property

transactions;

(c) Can handle client money for

conveyancing;

(d) May also be authorised for probate.

13. Verifying Credentials​

13.1 We strongly recommend you verify any legal professional's credentials before instructing them.

13.2 Free public registers:

(a) SRA Register: www.sra.org.uk/consumers/register/

(b) BSB Barrister Register: www.barstandardsboard.org.uk/for-the-public/search-a-barristers-record/

(c) CLC Register: www.clc-uk.org/find-a-lawyer/

(d) CILEx Register: www.cilexregulation.org.uk/

13.3 The registers will tell you:

(a) Whether the professional is authorised to

practise;

(b) Whether there are any conditions on their practising

certificate;

(c) Whether they have been subject to disciplinary

action;

(d) Their current practising

status;

(e) Any practice restrictions.

14.1 When you instruct a legal professional, you enter into a contract with them. This is separate from your agreement with us.

14.2 The legal professional (not the Platform) is responsible for:

(a) The quality of legal advice and

services;

(b) Meeting their regulatory

obligations;

(c) Having appropriate

insurance;

(d) Handling your matter

competently;

(e) Keeping your information confidential.

15. What Individual Professionals Must Provide​

15.1 Individual legal professionals must comply with their regulatory requirements:

Solicitors and Freelance Solicitors (SRA)

Must comply with seven SRA

Principles;

Must provide competent service (SRA Code Rule 3.2

);

Must keep your affairs

confidential;

Must act in your best

interests;

Must have Professional Indemnity Insurance.

Barristers (BSB)

Must comply with ten BSB Core

Duties;

Must provide competent standard of work (CD7

);

Must maintain

independence;

Must keep client affairs

confidential;

Must have Professional Indemnity Insurance (usually BMIF).

16. Client Care Letters​

16.1 The legal professional must provide you with:

(a) A written engagement letter or client care

letter;

(b) Clear description of work to be

done;

(c) Name and status of person

responsible;

(d) Costs information - estimates, basis of

charges;

(e) Complaints

procedure;

(f) Legal Ombudsman contact details (including time limits

);

(g)

Regulator

contact details (SRA or BSB

);

(h) Data protection notice.

16.2 Additional requirements for Freelance Solicitors:

(a) Confirmation they cannot hold client

money;

(b) How transactions requiring money will be

handled;

(c) Their individual PII arrangements.

16.3 Additional requirements for Direct Access Barristers:

(a) What they can and cannot do as a

barrister;

(b) Confirmation they cannot conduct

litigation;

(c) What you may need to do

yourself;

(d) Whether your matter is suitable for Direct Access.

17. Costs and Fees​

17.1 The legal professional must give you clear costs information including:

(a) Basis for their fees (hourly rate, fixed fee, etc.

);

(b) Estimate of total costs or

range;

(c) Information about

VAT;

(d) Likely disbursements (expenses

);

(e) When payment is

due;

(f) Updates if costs change.

17.2 SRA Transparency Rules require solicitors to publish pricing for:

(a) Residential conveyancing (not Freelance Solicitors

);

(b) Probate (uncontested

);

(c) Employment tribunal

claims;

(d) Immigration

matters;

(e) Motoring

offences;

(f) Debt

recovery;

(g) Licensing applications.

Part E: Your Obligations​

18. Providing Accurate Information​

18.1 You must provide accurate and complete information when:

(a) Creating an

account;

(b) Describing your legal

needs;

(c) Communicating with legal

professionals;

(d) Providing information for identity verification.

18.2 You must not:

(a) Provide false or misleading

information;

(b) Impersonate another

person;

(c) Use the Platform for fraudulent

purposes;

(d) Misrepresent your legal situation.

  1. IDENTITY VERIFICATION (AML/KYC)

ℹ Legal professionals are required by law to verify their clients' identity before providing certain legal services. This is to prevent money laundering and fraud.

19.1 When you instruct a legal professional, they may ask you to provide:

(a) Proof of identity (passport, driving licence

);

(b) Proof of address (utility bill dated within 3 months

);

(c) Information about source of your

funds;

(d) Information about source of

wealth;

(e) Details of any third-party funding.

19.2 This is a legal requirement under Money Laundering Regulations 2017. It applies especially to:

(a) Property

transactions;

(b) Company formation and

management;

(c) Trust

matters;

(d) Handling significant sums of money.

19.3 If you cannot provide the required verification, the legal professional may be unable to act for you. This is not optional - it is the law.

20. Cooperation​

20.1 To enable effective legal services, you should:

(a) Respond to requests for information

promptly;

(b) Provide all relevant

documents;

(c) Be honest about your

situation;

(d) Follow reasonable

advice;

(e) Pay fees as agreed.

21. Prohibited Uses​

21.1 You must not use the Platform to:

(a) Commit any criminal

offence;

(b) Facilitate money laundering or

fraud;

(c) Evade

sanctions;

(d) Harass, abuse, or threaten legal

professionals;

(e) Submit fake reviews or

ratings;

(f) Violate any applicable laws.

Part F: Fees and Payments​

22. Platform Fees​

22.1 Our Platform services may be:

(a) Free to use; or

(b) Subject to fees as set out on the Platform.

22.2 If we charge fees:

(a) These will be clearly displayed before you

commit;

(b) All prices include VAT unless stated

otherwise;

(c) All mandatory costs disclosed upfront (DMCCA 2024

);

(d) No hidden fees or 'drip pricing

';

(e) You will receive confirmation.

22.3 Platform fees are for our services - they are separate from legal fees payable to professionals.

  • Legal fees are payable directly to the legal professional you instruct. We do NOT collect legal fees.

23.1 The legal professional is responsible for:

(a) Quoting their fees to

you;

(b) Explaining how fees are

calculated;

(c) Issuing

bills;

(d) Collecting payment.

23.2 Payment arrangements vary:

(a) Freelance Solicitors: Payment direct to the solicitor (no client account

);

(b) Direct Access Barristers: Payment direct to barrister or

chambers;

(c) Other professionals: As per their terms.

24. Payment Security​

  • Be alert to payment fraud. Always verify payment details directly with your legal professional.

24.1 To protect yourself:

(a) Never pay to an account you haven't

verified;

(b) If payment details change, verify by phone using a known

number;

(c) Be suspicious of urgent requests to change payment

details;

(d) Keep records of all payments.

25. Referral Fee Disclosure​

25.1 Legal professionals who find clients through the Platform may pay us a referral fee.

25.2 What this means for you:

(a) Referral fees are paid by the professional, NOT by

you;

(b) They do NOT increase your legal

fees;

(c) They do NOT affect the independence of

advice;

(d) The professional must disclose this to you.

  • LASPO 2012: Referral fees are PROHIBITED for personal injury and clinical negligence claims. No referral fee will be charged for these matters.

Part G: Your Consumer Rights​

  • YOUR RIGHTS: This section explains your rights as a consumer. These rights are protected by law and cannot be taken away.

26. Consumer Protection Laws​

26.1 As a consumer, you have rights under:

(a) Consumer Rights Act

2015;

(b) Consumer Contracts (Information, Cancellation and Additional Charges) Regulations

2013;

(c) Digital Markets, Competition and Consumers Act

2024;

(d) Consumer Protection from Unfair Trading Regulations 2008.

26.2 Nothing in these Terms affects your statutory rights as a consumer.

26.3 If any term conflicts with your statutory rights, your statutory rights prevail.

  1. CONSUMER RIGHTS ACT 2015

27.1 Under CRA 2015, our Platform services will be:

(a) Provided with reasonable care and

skill;

(b) As described in these Terms and on the

Platform;

(c) Provided within a reasonable time.

27.2 Legal services from individual professionals must also be:

(a) Provided with reasonable care and

skill;

(b) As described in their engagement

terms;

(c) Provided within a reasonable

time;

(d) Subject to fair contract terms.

27.3 If services don't meet these standards, you may be entitled to:

(a) Repeat performance of the

service;

(b) A price

reduction;

(c) Compensation for losses.

28. Right to Cancel​

28.1 For Platform services ordered online, you have a 14-day right to cancel.

28.2 The cancellation period:

(a) Starts on the day after you enter into the

contract;

(b) Lasts for 14 calendar

days;

(c) Allows you to cancel without giving any

reason;

(d) Applies to Platform fees only.

28.3 Your right to cancel legal services from individual professionals:

(a) Is governed by their

terms;

(b) May be waived if you request immediate

service;

(c) Should be explained in their client care letter.

ℹ If you request legal services to begin immediately, you may lose your cancellation right for services already provided. The professional should explain this.

  1. DIGITAL MARKETS, COMPETITION AND CONSUMERS ACT 2024

29.1 Under DMCCA 2024:

(a) All mandatory costs are disclosed upfront - no hidden

fees;

(b) We do not use 'drip pricing

';

(c) The total price is stated

clearly;

(d) You are protected from unfair commercial practices.

Part H: Support for Vulnerable Clients​

30. If You Need Additional Support​

30.1 We recognise that some clients may need additional support. You may need extra help if you have difficulties due to:

(a)

Age;

(b) Disability (physical, sensory, or learning

);

(c) Mental health

conditions;

(d) Mental capacity

issues;

(e) Language

barriers;

(f) Bereavement or emotional

distress;

(g) Financial

difficulties;

(h) Other circumstances.

30.2 What legal professionals must do:

(a) Identify if you may be vulnerable (SRA Code Rules 3.4, 6.2

);

(b) Make reasonable adjustments to help

you;

(c) Communicate in a way you can

understand;

(d) Involve a family member, friend, or support worker (with your consent

);

(e) Not take unfair advantage of you.

30.3 If you need additional support:

(a) Please tell us or the legal

professional;

(b) You can request information in alternative

formats;

(c) You can have someone accompany you to

meetings;

(d) Reasonable adjustments should be made at no extra cost.

Part I: Complaints​

  • Where you complain depends on what the complaint is about. Please read this section carefully.

31. Complaints About the Platform​

31.1 If you are unhappy with our Platform services, please contact us:

(a) Email: [email address]

(b) Post: [address]

(c) Phone: [phone number]

31.2 We will:

(a) Acknowledge your complaint within 5 working

days;

(b) Investigate and respond within 28 working

days;

(c) Keep you informed if we need more

time;

(d) Tell you about any further steps if you remain dissatisfied.

  • Complaints about legal services provided by a legal professional should be directed to THEM, not to us.

32.1 If you are unhappy with legal services:

(a) First, raise the complaint with the legal professional

directly;

(b) They must have a

complaints

procedure;

(c) Give them 8 weeks to resolve the

complaint;

(d) If unresolved, escalate to the Legal Ombudsman.

32.2 We cannot:

(a) Investigate complaints about legal

services;

(b) Require a legal professional to take any

action;

(c) Award compensation for poor legal

services;

(d) Discipline legal professionals.

33.1 The Legal Ombudsman is an independent body that handles complaints about legal services.

33.2 Time Limits - You MUST complain to the Legal Ombudsman:

(a) Within 1 YEAR of the date of the act or omission complained

about;

(b) Within 6 YEARS of the act or omission; AND

(c) Within 6 MONTHS of the legal professional's final response.

  • These time limits are STRICT. If you miss them, the Legal Ombudsman may not be able to help you.

33.3 Legal Ombudsman contact details:

(a) Website: www.legalombudsman.org.uk

(b) Email: enquiries@legalombudsman.org.uk

(c) Phone: 0300 555 0333

(d) Post: PO Box 6167, Slough SL1 0EH

34. Regulatory Bodies​

34.1 You can report serious misconduct to the relevant regulator:

(a) Solicitors/Freelance Solicitors: SRA - www.sra.org.uk

(b) Barristers: BSB - www.barstandardsboard.org.uk

(c) Legal Executives: CILEx Regulation

(d) Licensed Conveyancers: CLC

34.2 Report to regulators if you believe a professional has:

(a) Acted

dishonestly;

(b) Been involved in

discrimination;

(c) Mishandled

money;

(d) Breached professional standards seriously.

Part J: General Provisions​

35. Limitation of Liability​

35.1 We are not liable for:

(a) The quality of legal services provided by legal

professionals;

(b) Any advice given by legal

professionals;

(c) Acts or omissions of legal

professionals;

(d) The outcome of any legal

matter;

(e) Indirect or consequential losses.

35.2 Nothing limits our liability for:

(a) Death or personal injury caused by our

negligence;

(b) Fraud or fraudulent

misrepresentation;

(c) Any liability that cannot be excluded by law.

36. Data Protection​

36.1 We process your personal data in accordance with:

(a) UK General Data Protection Regulation (UK GDPR

);

(b) Data Protection Act

2018;

(c) Our Privacy Policy.

36.2 Legal professionals are separately responsible for their own data protection compliance.

37. Changes to Terms​

37.1 We may change these Terms by giving you reasonable notice.

37.2 Changes do not affect contracts already entered into.

38. Governing Law​

38.1 These Terms are governed by English law.

38.2 The courts of England and Wales have non-exclusive jurisdiction.

SCHEDULE 1: TYPES OF INDIVIDUAL LEGAL PROFESSIONALS

Type

Regulator

Can Hold Client Money?

Can Conduct Litigation?

Solicitor (in firm)

SRA

Yes (firm's client account)

Yes

Freelance Solicitor

SRA

NO

Yes

Direct Access Barrister

BSB

NO

NO

RFL

SRA

NO (generally)

NO (independently)

CILEx Fellow

CILEx

Depends on role

If authorised

Licensed Conveyancer

CLC

Yes (for conveyancing)

Limited

SCHEDULE 2: HOW TO VERIFY LEGAL PROFESSIONALS

Step 1: Get Their Details

Ask for their full name, regulator, and registration/SRA ID number.

Step 2: Check the Register

Professional Type

Register Website

Solicitors/RFLs/RELs

www.sra.org.uk/consumers/register/

Barristers

www.barstandardsboard.org.uk/for-the-public/search-a-barristers-record/

Legal Executives

www.cilexregulation.org.uk/

Licensed Conveyancers

www.clc-uk.org/find-a-lawyer/

Step 3: Verify Key Information

Are they currently authorised to practise?

Are there any conditions on their practising certificate?

Have they been subject to disciplinary action?

Is their status what they claimed (e.g., Direct Access authorised)?

Step 4: Ask About Insurance

Confirm they have Professional Indemnity Insurance

Ask for details if concerned about coverage

SCHEDULE 3: YOUR CONSUMER RIGHTS SUMMARY

Right

What It Means

Source

Reasonable care and skill

Services must be performed competently

CRA 2015 s.49

As described

Services must match what was promised

CRA 2015 s.50

Reasonable time

Services within reasonable time if none agreed

CRA 2015 s.52

Fair terms

Contract terms must be fair

CRA 2015 Part 2

14-day cancellation

Cancel distance contracts within 14 days

CCR 2013

No hidden fees

All costs disclosed upfront

DMCCA 2024

Complaints resolution

Access to Legal Ombudsman

LSA 2007

SCHEDULE 4: COMPLAINTS ROUTES

Complaint About Platform Services

Contact us first → If unresolved, contact trading standards or seek advice

Complaint About Legal Services

  1. Complain to the legal professional first (use their complaints procedure)

  2. Allow 8 weeks for resolution

  3. If unresolved, contact the Legal Ombudsman

  4. For serious misconduct, report to SRA/BSB

Legal Ombudsman Time Limits

Time Limit

Period

From act/omission

Within 1 YEAR

Longstop

Within 6 YEARS

From final response

Within 6 MONTHS

  • All

three time

limits must be met. Missing

any one

may mean the Ombudsman cannot help.

Document Information​

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Regulatory Framework

Consumer Rights Act 2015

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Digital Markets, Competition and Consumers Act 2024

Consumer Protection from Unfair Trading Regulations 2008

UK GDPR and Data Protection Act 2018

Legal Services Act 2007

SRA Standards and Regulations 2019 (as amended 2025)

BSB Handbook 2025

Money Laundering Regulations 2017 (LSAG 2025)

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Key Contacts

Legal Ombudsman: www.legalombudsman.org.uk | 0300 555 0333

SRA: www.sra.org.uk | 0370 606 2555

BSB: www.barstandardsboard.org.uk

Citizens Advice: www.citizensadvice.org.uk

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Related Documents

Solicitor Terms and Conditions V1.0

Freelance Solicitor Terms V1.0

Barrister Terms V1.0

Privacy Policy V1.0

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Document Version: 1.0

Effective Date: January 2026

Last Updated: January 2026

Next Review: July 2026

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  • REMEMBER: As a consumer, your statutory rights are protected by law. These Terms do not affect those rights.