How to complain about a conveyancer

If you're unhappy with your conveyancer, there's a proper process for escalating it. It runs in two stages: complain to the firm first, then go either to the Legal Ombudsman (for service problems) or the regulator (for conduct problems). Picking the right route saves you weeks.

Step 1: complain to the firm

Every regulated law firm has to have a complaints procedure. Ask them for a copy in writing. Your complaint should say, clearly: what went wrong, what it cost you, and what you want them to do about it. Put it in writing — email is fine, just keep a copy.

They have 8 weeks to come back to you. If they don't reply in that time, or their response isn't good enough, you can escalate.

Step 2: the Legal Ombudsman

The Legal Ombudsman (LeO) handles complaints about service quality — delays, no replies, overcharging, not being properly advised. It's free for consumers.

Time limits, and they're strict: you've got 6 years from the thing that went wrong, or 3 years from when you first found out about it, whichever's later. On top of that you've got 1 year from the firm's final response. Don't sit on this — the dates aren't flexible.

LeO can order the firm to pay up to £50,000 in compensation and can make them put things right. Their decisions bind the firm if you accept them.

When it's actually a regulator job

The SRA and CLC deal with conduct problems — dishonesty, mishandling of client money, fraud, or other breaches of the rules. That's a different thing from service quality. If you think your conveyancer's been dishonest or has done something with your money they shouldn't have, go straight to the regulator instead of (or as well as) LeO.

• SRA: 0300 672 0900 or sra.org.uk/report-a-solicitor
• CLC: 0203 859 0904 or clc-uk.org/consumers/concerns

What a complaint can't do

Winning a complaint won't unwind a completed transaction, and it doesn't guarantee you get all your losses back. If the loss is big, you may need independent legal advice on whether to sue the firm separately, on top of (or instead of) the complaint.