Complaint numbers rocket to record high

More complaints are being made about lawyers than at any other time on record, the legal ombudsman has revealed. 

According to provisional data covering the period from October to December last year, the service received almost 3,500 complaints – up by 37% on the same period in 2024. Complaint volumes for the third quarter of 2025/26 were higher than any previous quarter on record.

To the end of the quarter, the number of new complaints was up by 30% - exceeding LeO’s worst-case projections – and it is predicted there will be 14,000 complaints overall this year. This would represent a 120% rise on the 6,439 complaints received in 2019/20.

The organisation said: 'LeO is experiencing a sustained and accelerating demand for its help, putting a significant strain on its service. The picture has changed even since LeO published its budget and business plan consultation in November 2025.'

That budget was already going to reach a record level, with the ombudsman requesting a 12.1% increase on this year’s £20m spend to meet rising demand and fund internal changes.

From October to December, the ombudsman accepted 1,822 cases, of which almost half were earmarked for early resolution.

The area of law attracting the most complaints accepted in Q3 was residential conveyancing, with 647 complaints (36%), followed by personal injury with 271 complaints (15%), and wills and probate with 254 complaints (14%).

Evidence of poor service was assessed in 524 complaints in Q3, and the ombudsman found evidence of poor service in 361 (69%) of these complaints. Poor communication complaints were the most upheld complaint type: of the 231 complaints taken forward for this category, 85% were upheld.

A total of £869,300 was awarded in remedies in the three-month period, with compensation for emotional effects awarded in 82% of the complaints where evidence of poor service was found.

The ombudsman said compensation for emotional effects is frequently the most overlooked remedy at first tier by firms, adding that a ‘significant number’ of complaints may have been resolved earlier had payment been offered when service failings were acknowledged.