Providing a proper standard of service to clients is a fundamental principle for solicitors which underpins the rule of law and the proper administration of justice, whilst simultaneously building trust and confidence in the legal profession and the services provided.
The Solicitors Regulation Authority (SRA) has consulted on proposals to change their requirements on how first tier complaints are handled [1], to include when and how complaints information is provided to clients.
To build on the consultation, the SRA carried out a thematic review between January 2025 through to March 2025, which included visiting 25 firms, reviewing 50 complaint files and surveying 750 firms of varying sizes and specialities to understand how law firms were recognising, dealing and learning from the first tier complaints process. The findings from the thematic review were published on 14 October 2025[2] (Thematic Review) and highlights ongoing challenges and areas for improvement for managing client complaints.
If a client is dissatisfied with their law firm’s service they can raise their complaint directly with the firm in the first instance, known as a 'first tier complaint'. The law firm has eight weeks from the date they receive the complaint to provide their client with a final written response. In the event that the firm is unable to resolve the complaint to the client's satisfaction, clients can then refer the matter to the Legal Ombudsman (LeO) to investigate.
Law firms must ensure that the services they provide are competent and timely, and take into consideration their clients' attributes, needs and circumstances. Despite striving for excellence, law firms will inevitably face occasional complaints from their clients. However, it is how these complaints are understood and responded to which clients often remember the most.
Generally, law firms resolve clients’ complaints at the first tier stage without the need for LeO or SRA intervention. However, there is evidence from the SRA’s compliance monitoring processes and stakeholders such as LeO, to suggest that the first tier complaints handling process requires improvement.
LeO’s Annual Report and Accounts 2024/2025 identified that during the period from 1 April 2024 to 31 March 2025 10,447 new complaints were received.[3] LeO found evidence of poor service in 69.5% of complaints investigated, and inadequate complaints handling processes were identified in just under half of the complaints received. The most common legal practice areas where complaints arose were from highly emotive disciplines, such as residential conveyancing (29.9%), wills and probate (15.6%), personal injury (14.1%) and family (11.3%), with over 50% of the complaints being caused by poor communication and delay.
Turning to the key questions being considered as part of the Thematic Review:-
01
The Thematic Review examined how law firms identified and defined first tier complaints. The Legal Services Board (LSB) defines a complaint as
“any expression of dissatisfaction, whether oral or written, which alleges that the complainant has suffered, or may suffer, financial loss, distress, inconvenience or other detriment”.
The findings of the review identified that law firms lacked a unified definition for a complaint yet ‘an expression of dissatisfaction’ was a term commonly used. Some would make a judgement call around minor issues which could easily be resolved but would not be formally recorded as a complaint. This approach may result in clients feeling that their concerns are not being taken seriously and firms are at risk of missing opportunities of learning from the mistakes made and undermining client trust. The review highlighted this being an area where further guidance from the SRA would be welcomed.
02
In most instances, clients were notified in writing at the outset of their transaction about how they can complain if dissatisfied with the service received.
The information provided to clients about the complaints process should be clear, accessible and if applicable located in a prominent place on a law firm’s website or made available upon request. The Thematic Review suggested that the length, quality and tone of the responses varied significantly with replies often using defensive, dismissive or legalistic language.
How complaints from vulnerable clients were handled was also explored as part of the Thematic Review and policies for supporting vulnerable clients varied. The majority of firms would offer helpful adjustments by offering in person meetings, allowing clients more time to consider the responses and in some instances would offer home visits if it was appropriate to do so, but not all firms took into consideration client vulnerabilities beyond their physical disabilities.
Law firms were generally willing to accept complaints on behalf of clients from family members or friends, provided the client had given their consent to do so. It was found that this was particularly helpful when supporting vulnerable clients, but further guidance from the regulator on how to support vulnerable clients would be useful.
In terms of providing clients with a final response within the requisite eight week period, the responses from the interviews and surveys suggested that firms were meeting the eight week timeframe, yet when the SRA reviewed the 50 complaint files as part of the Thematic Review, 30% of those files exceeded the eight week timeframe. This suggests that care is needed in this regard, particularly as the LeO is consulting on whether to increase their case fee for handling complaints from £400 to £600.[4]
03
It was acknowledged that despite firms making their clients aware of their complaints handling procedures, many do not make a complaint because they do not have the confidence they can do so without damaging the relationship with their solicitor, cause delay or negatively impact their transaction.
However, the Thematic Review identified that good complaints handling can often strengthen client relationships and increase instructions from those clients, or they may recommend the firm to others.
Monitoring firm wide complaints to identify patterns and trends can help to improve service standards. The information collated can assist with training and supporting solicitors to deal with complaints, particularly when managing unrealistic client expectations, or dealing with hostile or tactical complainants.
Law firms use a range of resources to support them with handling complaints. The survey identified that majority of firms use SRA and LeO resources and guidance. The review found that further support and guidance would be helpful given how stressful the complaints handling process can be, particularly for the person who the complaint is made about. This is of paramount importance in the current climate where solicitors sadly are experiencing an increase in abusive language and stress from their clients.
The next steps by the SRA in relation to improving complaints handling include seeking formal approval from the LSB of the following regulatory changes:-
Updated guidance is to be published to support law firms improve their complaints handling process, build trust, resolve issues more efficiently and deliver a client centric service.
What is clear from the Thematic Review is that overall the legal profession handle client complaints effectively. However, greater consistency, accessibility and reflection is needed, and a tailored approach is required as each client and situation are unique.
