LEGAL SERVICE COMPLAINT GUIDE
Preparing a complaint for the Legal Ombudsman
How to organise a complaint about a legal service provider, including the provider’s response, chronology, costs records and the free Legal Ombudsman route.
Reviewed 9 September 2026 · UK guidance
QUICK ANSWER
What should you do next?
Complain to the legal service provider first, preferably in writing, and keep its response. The Legal Ombudsman says providers normally have up to eight weeks to put things right. If the response is unsatisfactory or no response arrives within that period, use the Ombudsman’s official checker to confirm whether it can help.
Complain to the provider first
Set out the service problem, the important dates and the outcome requested. Use the firm’s complaints procedure and keep the version you sent. Distinguish poor service from a disagreement about the legal merits of the underlying matter.
- Client or matter reference
- Engagement letter and terms
- Bills and costs information
- Key advice and correspondence
- Formal complaint and response
Record delay, communication or cost issues clearly
If the concern involves delay, build a chronology showing what was requested, what deadline or expectation applied and what occurred. If it concerns costs, keep estimates, updates, invoices and explanations. Avoid claiming that every disappointing outcome amounts to poor service.
Check eligibility and current deadlines
The Legal Ombudsman’s current guidance says the provider has up to eight weeks to respond before a consumer can normally bring the complaint to it. Other eligibility and time-limit rules apply. Use the official complaint checker and current scheme guidance rather than relying on a general article.
Keep the independent status clear
ProofPackAI is not a law firm and is not affiliated with the Legal Ombudsman, a regulator or the legal service provider. The Legal Ombudsman’s service is free. ProofPackAI charges £9.99 only for organising and drafting the customer’s documents.
BEFORE YOU ESCALATE
Complaint pack checklist
- ✓Provider complained to first
- ✓Complaint procedure followed
- ✓Response or eight-week position recorded
- ✓Eligibility checked with the Ombudsman
- ✓Important dates and costs indexed
- ✓Requested remedy stated
Common questions
Is the Legal Ombudsman the same as a solicitor’s regulator?
No. Different bodies have different functions. Use the official guidance to identify whether the issue concerns service, conduct or another matter.
Does the Legal Ombudsman charge consumers?
Its consumer complaint service is free. ProofPackAI is a separate optional paid document-organisation service.
Can ProofPackAI represent me?
No. It does not provide legal representation or communicate with the Ombudsman on your behalf.
Official information to check
Processes and time limits can change. Confirm the position for your complaint using the relevant official service: