Complaints about solicitors

You may be dissatisfied with your solicitor for a number of reasons, for example, you may have problems with Legal Aid services and/or you may be dissatisfied with the outcome of the case. You cannot complain about these things to your solicitor. However, if you are dissatisfied with the way the case was handled by the solicitor, for example, delays, or losing documents or money, you can complain.

You should first try to resolve the complaint by discussing it with the solicitor. All solicitors firms must have a written complaints procedure and the firm will tell you who to contact if you have a problem with the solicitor handling the case. The solicitor must give you a copy of the complaints procedure if you ask for it.

If this does not resolve the matter, in England and Wales you should contact the Consumer Complaints Service (CCS). The CCS has a telephone help-line which can advise you about whether there are grounds for a complaint and, if so, how to proceed. The telephone number of the help-line is 0845 608 6565 (Mon-Fri 9am-5pm). You will need to contact the CCS within six months of the end of the work which your solicitor did for you, or within six months of your solicitor's final response to your complaint.

If you wish to proceed with the complaint, you should fill in a special form available from the CCS. The address is:-

The Consumer Complaints Service
Victoria Court
8 Dormer Place
Leamington Spa
Warwickshire CV32 5AE.
Tel: 01926 820082
Fax: 01926 431435
Website: www.lawsociety.org.uk

The CCS will consider the complaint and, if appropriate, pass it on to a different section of the Law Society which could discipline the solicitor and/or order the solicitor to:

• refund money which has been paid
• order the solicitor to correct any mistakes or take any other necessary action at their own expense
• pay compensation to you up to £15,000.

More details about the CCS are contained in a leaflet called ‘What to do if you are dissatisfied with your solicitor’ available from the CCS at the above address.

If the solicitor has made a mistake which has caused you financial loss of more than £5000, the CCS cannot deal with the case and you may need to take legal action against the solicitor. You will need to obtain legal advice. You may be able to get Legal Aid for this.

If you are not satisfied with the way that the CSS has handled your complaint, you may also be able to complain to the Legal Services Ombudsman.

In Northern Ireland, the Law Society of Northern Ireland investigates complaints against solicitors. You should give your solicitor the opportunity to deal with your complaint first. To contact the Law Society, write to the Chief Executive at:-

Law Society House
98 Victoria Street
Belfast
BT1 3JZ
Tel: 028 9023 1614
Fax: 028 9023 2606
Email: info@lawsoc-ni.org
Website: www.lawsoc-ni.org

If the Law Society of Northern Ireland upholds your complaint it may order the solicitor to:-

• reduce the bill
• correct any mistakes at their own expense
• take any other necessary action, such as referring the matter to the Solicitor's Disciplinary Tribunal.

The Law Society cannot order the solicitor to pay you compensation. If you are not satisfied with the outcome of your complaint to the Law Society, you can write to the Lay Observer at:-

4th Floor
Brookmount Buildings
42 Fountain Street
Belfast
BT1 5EE
Tel: 028 9024 5028
Fax: 028 9025 1944