What should I do if I receive a complaint from someone who is not a client?

I acted for the seller in a conveyancing matter with an unrepresented buyer. I've received a letter of complaint from the buyer, who wants my firm to pay compensation for the delayed completion. What should I do?

Solicitors are generally only required to respond to complaints that have been made by their clients or prospective clients.

The main exception is in respect of complaints from beneficiaries.

In this case, the buyer is not your client. You are not required to respond to the complaint in accordance with your internal complaints handling policy.

You may, however, consider acknowledging the buyer's letter and explaining no further action will be taken.


While every effort has been made to ensure the accuracy of the information in this article, it does not constitute legal advice and cannot be relied upon as such. The Law Society does not accept any responsibility for liabilities arising as a result of reliance upon the information given.

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