Complaints about solicitors and legal firms hit record high, Legal Ombudsman reports

Complaints to the Legal Ombudsman rose 37% last year, with poor communication and delays the most common problems raised by consumers.

The Legal Ombudsman (LeO) received a record 14,259 new complaints from consumers about legal services in 2025/26, a 37% rise on the previous year and the highest number since the service began.

A quarter of those who complained told LeO they had never received a final response from their solicitor or legal provider. Poor communication and delays were the most common issues raised, together making up almost half of all complaints.

Chief Ombudsman Phil Cain said:

“More than 14,000 people turned to us for help in 2025/26 – a 37% increase on the previous year – yet we continued to deliver fair, independent outcomes for consumers while improving how we work.”

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What the figures show about legal service complaints

Of the complaints that went on to a full investigation, 72% resulted in a finding of poor service, and almost half showed evidence that the legal provider had handled the complaint itself unreasonably.

Residential conveyancing – buying or selling a home – remained the single biggest source of complaints, making up more than a third of the total and accounting for most of the year-on-year rise. 

Wills and probate, followed by personal injury, were the next most complained-about areas. Immigration and asylum saw the sharpest percentage increase in complaints of any area of law.

LeO awarded £3.7 million in remedies during the year to put things right for consumers, including compensation for financial loss and for distress caused by poor service.

What to do if you’re unhappy with a solicitor or legal provider

If you’re not happy with a legal service, you should first raise your concerns directly with the provider and give them the chance to respond. Every regulated legal provider is required to have a complaints procedure.

If you don’t get a response or you’re not satisfied with how your complaint has been handled, you can take it to the Legal Ombudsman, which can investigate independently and order compensation where things have gone wrong. 

If you’re using a solicitor for a no-win, no-fee group claim, ask for a clear written explanation of the fees, any deductions from your compensation, how often you’ll receive updates and what happens if you decide to leave the claim. Or take a look at our advice, if you’re looking for help finding a lawyer.

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