Complaining to a lawyer

Before we can take your complaint, we must usually be satisfied that you have given the lawyer or firm a reasonable opportunity to deal with the complaint themselves. We usually need to see that you’ve sent a complaint, in writing, to the lawyer or the firm. This applies whether they acted for you or for another person. We call this the 'prematurity' test.

Please read the tips below, to help you write your complaint for the lawyer or firm. If you’d like to, you can copy and adjust our sample letter into your own letter or email.

Before you make a complaint, it’s important to understand that, in some cases, a solicitor may stop acting for you as a result. Some things to consider are:

• Are you looking to make a complaint, or do you simply need clarity, support, or more information?
• Consider whether now is the right time to make a complaint, keeping in mind the time limits for making a complaint to us
• Think about the best way to communicate your concern. Would a meeting, phone call, or written message be most effective for your needs?
• If you are planning to make a complaint—now or later—keep notes and copies of key documents, as our process relies on evidence.

If a solicitor withdraws from acting for you, they should manage this in a way that does not negatively affect you or your case.  If they stop acting for you, you will have to:

• Pay outstanding outlays (costs that are paid out by your solicitor on your behalf) immediately.
• Pay outstanding fees (from your solicitor or advocate) immediately.
• Find a new solicitor to act for you.

This could delay your case and/ or increase the cost of your case.

If you would like further information on making a complaint you can contact us.

Think about all the points you want to make in your complaint.  You’ll need to set out what you’re unhappy about and why it wasn’t what you were expecting.

Think about what you’d like the lawyer or firm to do, to put things right, and include this in your letter or email.

If you’re not happy with the fees you’ve been charged, read our guidance on fees.

Your letter or email should clearly set out each part of your complaint, to allow the lawyer or firm to understand it. We suggest that you:  

• Stick to the facts, and be specific about the dates
• Describe what happened as simply and clearly as possible
• Describe  what you think the lawyer or firm should have done
• Say what you would like the lawyer or firm to do now

Keep a copy of your letter or email of complaint, the lawyer or firm’s response, and notes of any phone calls that followed your complaint.

Allow the lawyer or firm at least 28 days to investigate and answer your complaint.

If you don’t receive an answer after 28 days, or if you’re not happy with the lawyer or firm’s answer, you can then bring your complaint to the SLCC. Time limits apply to this step.

You can access our online complaint form on our website or ask us to send you a printed form. Please remember to attach your letter to the firm, plus their answer and any other relevant letters, when you submit the form to us