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Resolving complaints about solicitors

Client care

We would hope that by you giving your client an appropriate level of service this would prevent complaints arising.

Examples of appropriate levels of service would include

  • good client care information
  • clear written costs information and appropriate updates provided when necessary
  • accurate and timely billing
  • cost-benefit and risk analysis and guidance to your clients
  • timely responses to client requests for information
  • keeping your client informed appropriately
  • following agreed instructions in a timely manner
  • treating clients with fairness and respect
  • compliance with your own complaints handling procedure

Your client should be made aware that in the event of a problem they can complain and who that complaint should be addressed to within your firm. Further information can be found in the Solicitors Code of Conduct.

Further general help in relation to client care is given by the Law Society and Solicitors Regulation Authority

Law Society Client Care

The Law Society Law Management Section provides best practice information and support on the full range of practice management disciplines, including client care.

The Law Society Lexcel practice management standard can assist firms improve their management procedures and client care.

The Law Society Practice Advice Service is a dedicated support line for solicitors, trainees and employees of law firms. It produces a number of booklets, including ones on contentious costs, non-contentious costs and payment by results.

The SRA Professional Ethics department provides guidance to help solicitors comply with their professional obligations. The helpline (0870 606 2577) is available from 11am-1pm and 2-4pm Monday to Friday or you can email them at