How to complain about a conveyancer

If you are unhappy with your conveyancer's service, there is a structured process for escalating a complaint. The stages are: complain to the firm, then escalate to the Legal Ombudsman (for service issues) or the regulator (for conduct issues). Understanding which route applies to your complaint will save time.

Step 1: Complain to the firm

Every regulated law firm must have a complaints procedure. Ask for it in writing. Your complaint should state clearly: what went wrong, what the impact was, and what resolution you are seeking. Keep your complaint in writing (email is fine).

The firm has 8 weeks to respond. If they do not respond within 8 weeks, or if you are unhappy with their response, you can escalate.

Step 2: Legal Ombudsman

The Legal Ombudsman (LeO) handles complaints about poor service — delays, poor communication, overcharging, failure to advise properly. It is free to use as a consumer.

Time limits: you must complain to LeO within 6 years of the act you are complaining about, or within 3 years of the date you first became aware of it. There is also a 1-year limit from the firm's final response. These time limits are firm — do not delay.

LeO can award up to £50,000 in compensation and can require a firm to take remedial action. Its decisions are binding on the firm if you accept them.

When to involve the regulator

The SRA and CLC handle conduct issues — dishonesty, misuse of client money, fraud, or other behaviour that breaches regulatory rules. These are distinct from service quality complaints. If you suspect your conveyancer has been dishonest or has misappropriated funds, contact the relevant regulator directly rather than (or in addition to) LeO.

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

What complaints cannot achieve

A successful complaint will not undo a completed transaction or guarantee you recover all losses. If your complaint involves a substantial financial loss, you may need independent legal advice on whether to pursue the firm through the courts in addition to (or instead of) the complaints process.