New
Practice note
Handling complaints
Complaints can highlight problems or areas for improvements in your practice. This practice note explains why good complaints handling is important. It sets out how you can set up a process and procedure for recording and handling complaints.
22 Jul 2025
17 minutes read
Paragraph 8.5 of the SRA Code of Conduct for Solicitors, RELs and RFLs requires you to treat your clients fairly, and to deal with complaints “promptly, fairly, and free of charge”.
Regulation 12 of the Provision of Services Regulation 2009 requires you to deal with complaints quickly and to make every effort to deal with them satisfactorily.
Your firm must have a written complaints procedure and effective internal processes for resolving complaints.
You must tell clients about your firm’s procedure and about their right to complain to the Legal Ombudsman (LeO).
This practice note is the Law Society’s view of good practice in this area, and is not legal advice. For more information, see the legal status.