Complaints to the Legal Ombudsman are rising faster than it can handle them

The Legal Ombudsman received more than 8,700 complaints in the first half of 2026/27, up 31% and then 43% on the same quarters last year. It expects demand to pass 21,000 complaints a year by 2027/28, but it can resolve only about 15,500. It also expects more than 12,000 cases to be waiting in its queue by March.

To ease the pressure, it plans to charge firms a case fee on every accepted complaint, not only where it finds against the lawyer. Firms that fail to send a final response within eight weeks would pay an extra fee.

What this means for clients: complain to the firm first, in writing, and keep a note of the date. The eight-week deadline matters. If your complaint is about the size of the bill, also check whether your bill can be challenged by assessment under the Solicitors Act. That route has strict time limits, and waiting in an ombudsman queue doesn't pause them. Getting independent advice early can save months.

Many unhappy clients go to the Ombudsman by default. With long queues coming, you need to know the steps and deadlines for challenging a bill so you don't lose the right to have it assessed