Conveyancing or Solicitor Gone Wrong? How to Complain (Legal Ombudsman) (UK)

Buying a home or relying on a solicitor is stressful enough without poor service — missed deadlines, unexplained fees, or mistakes that cost you money. Legal professionals are tightly regulated, and you have a clear, free route to complain. Here is how.

The standard you are owed

Solicitors and licensed conveyancers must provide a service with reasonable care and skill, communicate clearly, and give you transparent costs information. Poor service — delays, errors, bad communication, or charges that were not properly explained — is grounds to complain.

Common conveyancing complaints

• Avoidable delays that risk your sale or purchase.
• Fees higher than the quote, or surprise "disbursements".
• Errors — missed searches, wrong documents, mistakes on completion.
• Poor communication — unreturned calls, no updates.

How to complain

1. Use the firm's complaints procedure first — they must have one and respond, usually within eight weeks.
2. Escalate free to the Legal Ombudsman if you are unhappy with the response or they miss the deadline (generally within six months of their final reply). The Legal Ombudsman can order a refund, a fee reduction, corrective work, and compensation.
3. For professional misconduct (dishonesty), report to the regulator — the SRA (solicitors) or CLC (licensed conveyancers).

A complaint letter template

Dear [Firm],

Re: Matter [reference] — formal complaint

I am complaining about the service on my [conveyancing/legal matter]: [delays /
fees above the quote of £[amount] / errors / poor communication]. This has caused
[impact/loss]. I ask you to [reduce/refund the fee / put the error right /
compensate me].

Please provide your final response within eight weeks, after which I will refer my
complaint to the Legal Ombudsman.

Yours faithfully,
[Your name and contact details]

Put the complaint in writing, keep your client-care letter and the original quote, and use the free Legal Ombudsman if the firm's response falls short. Fee reductions and compensation are common outcomes.