The Legal Ombudsman is an independent, free service that can look at eligible complaints about the service provided by legal service providers within its remit. This can include communication, delays and bills.
Give the firm an opportunity to respond
Complain to the provider first. You can generally contact the Ombudsman after receiving a final response you are unhappy with, or when eight weeks have passed without a satisfactory resolution. You do not always have to wait eight weeks if a final response has already arrived.
Check eligibility
The Ombudsman’s rules determine who can complain, which providers and matters it can consider, and when a complaint is eligible. Do not assume every dispute with any lawyer is covered. Use its official guidance or contact it directly if you are unsure.
Understand the usual time limits
Generally, a complaint must reach the Ombudsman within one year of the act or omission, or within one year of when you should reasonably have known there was cause for complaint.
A six-month limit from a final response also applies where that response includes the information required by the Scheme Rules, including the Ombudsman’s details and a prominent explanation of the deadline.
The Ombudsman can extend time limits where it considers that fair and reasonable. The precise position depends on the circumstances and wording of the response. Check the official rules promptly rather than treating these dates as an automated eligibility decision.
If you are close to a time limit, seek guidance immediately. Other deadlines, including those for court proceedings, may run separately.
You can use the free process yourself
You do not need a paid representative. Charges for representation are generally not recoverable through the Ombudsman process. Keep your original complaint, the final response and the key supporting evidence ready.
Official sources
Legal Ombudsman: Here to Help
The complaint process
Scheme Rules, particularly rules 4.4–4.7 (PDF)