Legal Ombudsman: complaining about a housing solicitor

If a solicitor has handled your housing case badly, you may be able to complain to the Legal Ombudsman. This is a free, independent service that deals with complaints about solicitors, barristers, legal executives, and other regulated legal professionals. Here is when to use it and how.

What is the Legal Ombudsman?

The Legal Ombudsman is an independent organisation that handles complaints about legal service providers in England and Wales. It is separate from the courts and from the regulator (the Solicitors Regulation Authority). It focuses on the quality of the service you received, not on whether the solicitor's legal advice was right or wrong.

When can I complain to the Legal Ombudsman?

You can complain to the Legal Ombudsman if:

• You instructed a solicitor about a housing matter (such as a disrepair claim, a possession case, or a tenancy dispute)
• You are unhappy with the service they provided, for example, they were slow, did not keep you informed, made avoidable mistakes, or gave you poor advice
• You have already complained to the solicitor's firm and are not satisfied with their response, or the firm has not responded to your complaint within eight weeks

You must normally bring your complaint to the Legal Ombudsman within:

• One year of the problem happening, or
• One year of when you became aware of it

And no more than six years after the act or omission that caused the complaint.

What complaints can the Legal Ombudsman deal with?

The Ombudsman can look at complaints about:

• Delays in progressing your case
• Failure to keep you informed about what is happening
• Incorrect billing, being charged more than you were told or than was reasonable
• Poor communication
• Losing documents
• Failure to carry out your instructions
• Not explaining the risks or costs involved in your case

The Ombudsman cannot investigate complaints about:

• The legal advice itself (this is handled by the regulator)
• Decisions made by a court
• Disputes between solicitors

What can the Legal Ombudsman do?

If the Legal Ombudsman finds in your favour, it can:

• Require the solicitor to apologise
• Require the firm to correct a mistake
• Order a reduction or refund of fees
• Award compensation for distress and inconvenience (up to £50,000)

How do I make a complaint?

1. First, complain to the firm, write to the firm's complaints partner and explain what went wrong. Most firms have a complaints procedure
2. Wait for their response, they have eight weeks to respond
3. If you are unhappy, go to the Legal Ombudsman. You can submit a complaint online at legalombudsman.org.uk or call them on 0300 555 0333

Solicitor misconduct: a different route

If you believe your solicitor has been dishonest, has misused your money, or has committed a serious breach of professional standards, you can report this to the Solicitors Regulation Authority (SRA) at sra.org.uk. The SRA is the regulator; the Legal Ombudsman is for service complaints. In serious cases, you may need to use both routes.

When should I contact Support for Tenants?

We are a housing disrepair claims service, not a legal complaints body. If you have a disrepair issue with your landlord and want to pursue a claim, we may be able to help directly. We are not solicitors but we work on a no-win, no-fee basis.

Call us on 0800 030 4669. No upfront cost. You only pay if you win, and the fee comes out of the compensation, not your pocket. If you don't win, you pay nothing.

Sources

• Landlord and Tenant Act 1985, Section 11 (legislation.gov.uk)
• Pre-Action Protocol for Housing Conditions Claims, England (justice.gov.uk)