What to do when a complaint goes to the Legal Ombudsman

This practice note provides guidance on the processes used by the Legal Ombudsman and what you can do to try and resolve a complaint once the complaint has been referred to the Ombudsman.

The SRA Standards and Regulations 2019 replaced the SRA Handbook (2011) from 25 November 2019 and any references in this practice note are to the new Regulations.

This practice note is relevant to all law firms authorised by the SRA. It is also relevant to individual solicitors, registered European lawyers (RELs) and registered foreign lawyers (RFLs), wherever they practise.

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.