Handling complex client complaints in law firms: bills, third‑party delays, vulnerable complainants, vexatious conduct and record‑keeping—Legal Ombudsman expectations and best practice (England and Wales)
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Practice notes
Your complaints handling framework (see Practice Note: How to implement and maintain effective complaints handling procedures—law firms) should reflect the scale and character of your firm. Recognise that some circumstances will call for a more bespoke response, while still being managed within your overall complaints processes. This How-to-guide highlights examples where additional factors may need attention beyond those covered by your standard complaints handling framework...
Complaints about the bill
Concerns about bills arise fairly often. You must handle a billing complaint in exactly the same manner as any other complaint. The Legal Ombudsman (LeO) has issued guidance on Complaints about legal costs, having identified recurring themes. Although aimed particularly at matters funded by conditional fee agreements, it offers a broader view of LeO’s general approach. When assessing cost-related complaints, LeO will consider whether, from the outset, you ensured the client fully grasped what they would, or might, be required to pay. The guidance also sets out LeO’s expectations across a range of scenarios and questions where clarity on costs is essential...
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Web page updated on 22/05/2026
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