How LeO deals with complaints about solicitors and law firms

Most consumers are satisfied with the legal services they receive. But if a complaint is not resolved through a firm’s complaints process, it could be escalated to the Legal Ombudsman (LeO). This guide explains how LeO approaches remedies for complaints.

18 Aug 2025

2 minutes read

How complaints are handled

Complaints about a legal service are first handled by the solicitor or law firm. These are known as ‘first-tier complaints’.

For more information about first-tier complaints, read our practice note on handling complaints.

If a solicitor or firm is unable to resolve a service complaint to the satisfaction of the client, clients can contact LeO.

This is known as a ‘second-tier complaint’.

LeO is the independent body responsible for helping to resolve disputes between consumers and legal service providers.

For more information about LeO’s role, read our practice note on what to do when a complaint goes to LeO.

LeO’s approach to remedies for complaints

LeO will base decisions about complaints on the evidence available and what is “fair and reasonable” in the circumstances.

LeO will consider five elements to determine if a remedy is appropriate:

was the service of a reasonable standard?
if it was not, has there been any detriment to the person complaining?
if there has, was that detriment caused by the failings?
if it was, does LeO believe a remedy is appropriate?
if a remedy is appropriate, what sort of remedy best addresses the detriment it identified

Read LeO’s guide to how it approaches remedies for complaints about legal service providers.

When a remedy is appropriate

Any remedy LeO directs will be designed to address the impact of what has gone wrong.

This will be based on the impact of any poor service and the circumstances of the complaint.

There are four broad types of remedy:

compensation for financial loss
reduction or refund of costs
non-financial remedies
compensation for the emotional effects

LeO may decide more than one remedy is appropriate to put things right.

If this happens, LeO will make sure it does not remedy the same detriment twice.

LeO’s compensation awards are limited to a total of £50,000.

This will not apply to a reduction or refund of fees, as there is no limit for this.

When a remedy isn’t appropriate

LeO will not direct a remedy if it:

believes the service was reasonable overall
does not believe the failing or failings caused an effect significant enough to justify a remedy
is not satisfied that the effect has been caused by the failing or failings
cannot decide what a fair and reasonable remedy should be