How to complain about a personal injury solicitor
**TL;DR: If your solicitor isn’t meeting your needs, start by discussing concerns directly with them. If that fails, contact the Solicitors Regulation Authority (SRA) or use the Legal Ombudsman. Most complaints are resolved through conversation, but formal complaints are free and can result in compensation.**
## Introduction
Getting injured is stressful enough without worrying about your solicitor’s service. A good personal injury solicitor in the UK should communicate clearly, act in your best interests, and keep you updated throughout your claim.
Sometimes things go wrong. Your solicitor might miss deadlines, fail to explain things properly, or simply not give you the attention you deserve. The good news? You’ve got options. Whether it’s slow progress or poor communication, you don’t have to accept substandard service.
This guide shows you exactly how to complain about a personal injury solicitor. We’ll cover practical steps you can take and the official channels available to you.
## What should I do before making a formal complaint?
**Try talking to your solicitor first. Most issues get resolved through honest conversation within days or weeks.**
Pick up the phone or send an email. Explain exactly what’s wrong. Maybe they’re not returning calls quickly enough. Perhaps you’re confused about fees or the claim’s progress.
Give them a fair chance to fix things. Solicitors are human. They might not realise they’re letting you down. A friendly conversation often clears up misunderstandings straight away.
Keep records of what you’ve discussed. Write down dates and what was said. This helps if you need to complain formally later.
## How do I make a formal complaint about my solicitor?
**Ask your solicitor for their complaints procedure. They’re legally required to have one and must tell you about it for free.**
Every law firm has internal complaint procedures. Request this in writing. Your solicitor must respond within 8 weeks and explain how they’ll investigate.
Be specific about what went wrong. Don’t just say you’re unhappy. Explain which actions disappointed you and why. For example: “You missed the court deadline on 15 March” is better than “You’re disorganised.”
Send your complaint in writing. Email works fine. Keep copies of everything you send.
Give your solicitor a proper chance to resolve it. Sometimes they’ll offer compensation or fix the problem. This is often the quickest solution.
## What’s the Legal Ombudsman and when should I contact them?
**If your solicitor doesn’t resolve your complaint within 8 weeks, you can contact the Legal Ombudsman for free. They investigate complaints independently and fairly.**
The Legal Ombudsman is a free service run by the government. They handle complaints about solicitors, barristers, and other legal professionals across England, Wales, and Scotland.
You can’t go straight to them. Your solicitor must have 8 weeks to respond first. After that, you’ve got 6 months to complain to the Ombudsman.
They’ll investigate what happened. They can order your solicitor to pay compensation up to £50,000. They might also require the solicitor to fix the problem or apologise.
The Ombudsman is completely independent. Your solicitor can’t influence their decision.
## Can I contact the Solicitors Regulation Authority?
**The SRA regulates solicitors in England and Wales. Contact them if your solicitor broke professional rules, not just for poor service.**
The SRA (Solicitors Regulation Authority) is different from the Ombudsman. They focus on serious misconduct and rule-breaking. They’re less useful for complaints about slow work or poor communication.
Go to the SRA if your solicitor did something illegal or seriously dishonest. Examples include taking your money without permission or lying to you deliberately.
For most complaints about service quality, the Ombudsman works better. But if you suspect serious wrongdoing, the SRA should know about it.
## What outcomes can I expect from complaining?
Your solicitor might apologise, offer compensation, or fix their mistakes. The Legal Ombudsman can order them to pay you up to £50,000 for losses caused by poor service. You might also claim back professional fees if they’ve genuinely failed you.
Not every complaint succeeds. The Ombudsman will only uphold your complaint if they agree your solicitor did something wrong.
## Conclusion
Complaining about your personal injury solicitor doesn’t have to be scary. Start with a conversation. If that fails, use your solicitor’s complaints procedure. Still stuck? The Legal Ombudsman is completely free and independent.
You deserve proper service when handling your injury claim. Don’t accept poor treatment. Take action today and protect your interests.
Find a personal injury solicitor near you by searching our free UK directory. You can also search for a solicitor with better track records and reviews.
## FAQ
**Can I change solicitors mid-claim?**
Yes, you can switch solicitors at any time. Tell your current solicitor in writing that you’re moving. Your new solicitor will take over your case.
**Do I have to pay to complain?**
No. Making complaints to the Legal Ombudsman and internal complaint procedures are completely free.
**How long does a complaint investigation take?**
Usually 8 to 12 weeks for internal complaints, and around 3 to 6 months for the Legal Ombudsman.
**What if my solicitor ignores my complaint?**
Go to the Legal Ombudsman or the SRA. Both take non-response seriously and can investigate.
**Can I get my money back?**
Yes, if the Ombudsman agrees your solicitor charged unfair fees or caused you losses through poor service.