Your complaint.
A clearer
way forward.
Understand your options, organise your complaint and take your next step with confidence.
Albright Kendrick Law Limited.
A firm closed by the SRA.
Our founder pursued concerns about the firm and Stuart Basson through investigation and administrative work. Read the founder’s account alongside the regulator’s published outcome.
Read the case studyHelping you navigate
the official complaint routes
Different problems.
A clearer route for each.
You don’t need to know the legal language. Start with what happened, and we’ll help you understand where to go.
Things haven’t gone
as they should.
Delays, poor communication or a bill you weren’t expecting. Start with the firm’s complaints process.
Understand service complaints02 / PROFESSIONAL CONDUCTSomething more
serious feels wrong.
Dishonesty or misuse of client money may be a matter for the Solicitors Regulation Authority.
Understand misconduct reports03 / FINANCIAL LOSSA mistake has
come at a cost.
If a lawyer’s mistake has caused a loss, independent advice can help you explore a possible claim.
Explore specialist helpYou don’t have to
figure it all out today.
A clear complaint starts with the basics. Bring the facts together, understand the process and decide what you want to happen next.
Read the getting-started guideFind the right route
Identify whether your concern is about service, fees, conduct or a potential legal claim.
Put the facts in order
Keep key dates, emails, bills and a clear account of how you were affected.
Make your next move
Prepare a complaint, check time limits and go directly to the right organisation.
Less jargon. More clarity.
Your first complaint: what to say and what to keep
A practical starting point for raising a concern with your law firm.
Service & feesWhen can the Legal Ombudsman help?
Understand the process, eligibility and the time limits you need to check.
Serious concernsPoor service or misconduct? Know the difference.
Where the SRA fits in, and what reporting a concern can achieve.
Turn scattered notes
into a clear first draft.
Our free complaint planner helps you put what happened into words. Review it, download it and decide when you’re ready to send it.
- Events in order
- The impact on you
- Your preferred outcome
- Supporting evidence
A few things you might be wondering.
Does it cost anything to make a complaint?
You can complain directly to your law firm and the Legal Ombudsman for free. You don’t need to pay a representative to use the Ombudsman. Our guides, route finder and complaint planner are free.
Do I have to complain to the firm first?
For service and billing complaints, you should normally give the firm the opportunity to respond. You can usually approach the Legal Ombudsman after a final response, or after eight weeks without resolution. Serious conduct concerns have a different reporting route. Read about the process.
Are there time limits I should know about?
Yes. Different routes have different time limits. Legal Ombudsman rules generally involve a one-year limit and a six-month final-response limit, with conditions and exceptions. Separate court deadlines may continue while you complain. Check the detailed guidance early.
Will my complaint be made public?
The complaint planner works on this page and does not submit or publish your draft. Download a copy before closing it. Sharing an experience on the existing website is a separate choice.
Can you tell me whether I have a legal claim?
These tools provide general information and help organise your complaint. They do not decide whether you have a claim or replace advice about your individual circumstances. Find out when specialist help may be useful.
Your next step starts with a little clarity.
Take it at your own pace. Start with what happened.