Complaints about legal services are surging, and one factor comes up again and again: poor communication. In the UK legal sector, client dissatisfaction increasingly stems not from bad legal advice or outcomes, but from feeling ignored, ill-informed, or left waiting in silence. This blog looks at why communication breakdowns and delays have become the top drivers of complaints – and what law firms can do to fix it.
In a hurry? Here’s what this blog contains:
- The data shows a rise in complaints across the legal sector
- Poor communication is clients’ biggest frustration
- Delays often happen, but silence makes them worse
- What firms can do to reduce complaints before they happen
- Complaint handling: the fix is often simple
- Strong communication = stronger reputation
- What this means for future-proof law firms
- Frequently Asked Questions
The data shows a rise in complaints across the legal sector
Law firms are facing more complaints than ever. Recent data from the Legal Ombudsman reveals a significant increase in complaints year-on-year – including a 8% jump in new complaints in 2024/25, and an even sharper 24% surge in the first half of 2025/26. Certain practice areas are driving a disproportionate share of this rise. For example, residential conveyancing (house buying and selling) now accounts for roughly one-third of all legal complaints. Wills and probate services have also seen a spike (complaints in that area jumped by 28% in one year). These statistics signal a growing dissatisfaction among clients across the board.
Digging into the numbers, a clear pattern emerges: the content of most complaints isn’t about complex legal errors, but about service issues like communication and timing. In fact, the Ombudsman’s annual report shows that the two biggest categories of complaints are “poor communication” and “delay / failure to progress”. Combined, these issues feature in nearly half of all complaints. Put simply, many clients aren’t upset with the legal outcome – they’re upset with how they were treated during the process. Lack of transparency, confusing processes, and poor workflow management often lead to clients feeling frustrated and neglected.
Why do communication problems and delays dominate complaints? One reason is that legal work can be complex and slow-moving, involving multiple steps and third parties (courts, banks, other solicitors). But when lawyers don’t explain these delays or keep clients updated, clients perceive it as poor service or even incompetence. A straightforward example: if a property transaction is held up waiting for local authority searches, a client might understand – if someone tells them. If they hear nothing for weeks, they assume the solicitor is doing nothing. This lack of visibility and transparency turns routine delays into flashpoints for complaints. The lesson from the data is clear: improving communication throughout the legal process isn’t just “nice to have” – it’s necessary to prevent complaints.
Poor communication is clients’ biggest frustration
When clients say “poor communication,” what do they really mean? Often, it comes down to feeling ignored or left in the dark about their case. The number one client complaint about solicitors is not about fees or losing a case – it’s “I can’t get hold of them.” Failing to return calls and emails promptly is a common grievance. Clients understand their lawyer might be busy or in court, but without any response, their trust erodes. They start to wonder if their matter is a priority or if it’s fallen through the cracks.
Another aspect of poor communication is not being kept in the loop. Legal matters can take weeks or months of behind-the-scenes work (researching, drafting, negotiating). If the client only ever sees the final outcome, it feels like nothing is happening. Many complaints arise because a client wasn’t updated regularly – they had no idea what progress (if any) was being made. Regular updates, even if brief, reassure clients that work is ongoing. When attorneys “go quiet,” clients often assume the worst.
Poor communication also covers unclear explanations and jargon. Legal language and procedures are second nature to lawyers, but foreign to most clients. If a solicitor provides advice loaded with technical terms or glosses over important details, the client may leave the conversation more confused than before. Misunderstandings then fester. For example, if a probate solicitor doesn’t clearly explain why an estate distribution is delayed, the beneficiary might think the firm is just being slow or unprofessional. Misaligned expectations – such as a client expecting a process to complete in one month when it typically takes six – are often due to the firm not setting that expectation early on. In short, “poor communication” means the lawyer failed to communicate enough, quickly enough, or clearly enough for the client’s comfort. And when clients are making complaints, frustration with communication is almost always at the heart of the issue.
Delays often happen, but silence makes them worse
Legal services frequently involve delays – some unavoidable. In wills and probate cases, for instance, the process of obtaining probate or dealing with estate assets can be slow due to court backlogs or waiting on third parties (banks, government agencies). In conveyancing, delays are common when buyers, sellers, and lenders coordinate complex property chains. Clients might reluctantly accept these delays if they know the reason and status. But when weeks pass with no word from their solicitor, a delay turns into anger.
Many of the most common complaints in probate and property transactions boil down to this dynamic: things took a long time, and the client felt abandoned with no explanation. Even if the hold-up was beyond the lawyer’s control, the client’s lasting impression is that “my solicitor didn’t care enough to tell me what was happening.” For someone grieving a loss (in probate) or anxious to move house (in conveyancing), that silence is especially damaging. The emotional toll of a delay is multiplied when clients also feel ignored.
Consider residential property sales – a notorious source of complaints. Buyers and sellers face high stakes and deadlines (mortgage offers expiring, school terms starting, etc.). If a deal is delayed and a key date is missed, the client may incur extra costs (like extended mortgage rates or temporary housing) and immense stress. When they call their solicitor for answers and get no response, frustration turns into a formal complaint. The irony is that often the solicitor is working hard behind the scenes, but without visibility the client assumes apathy. This is why transparency is key: simply letting the client know “we’re still waiting on the search results, which are delayed by the council, but we’ll follow up next week” can diffuse tension. In fact, the Legal Ombudsman specifically notes that keeping clients informed – even when delays are outside your control – is crucial to preventing complaints. The takeaway: delays might be inevitable, but leaving clients in the dark about them is not. Proactive communication during delays can turn a potential complaint into an experience of good service (“they kept me informed every step of the way”).
What firms can do to reduce complaints before they happen
While some complaints are unavoidable, many can be headed off with better client care. Law firms don’t need to reinvent the wheel – a few quick wins can dramatically improve client satisfaction. Here are some best practices that significantly reduce complaint risk:
- Set clear expectations from the start: At the outset of a case, explain the typical timeline and possible hurdles. If probate usually takes 6-9 months, make sure the client knows that up front. Managing expectations early prevents “surprise” delays later.
- Standardise regular progress updates: Don’t wait for clients to chase you. Implement a policy of updating clients at predictable intervals – say, a brief update email every week or whenever key milestones are reached. Even a simple “nothing new this week, just letting you know we’re still on track” message has value. It reassures clients that they haven’t been forgotten.
- Be transparent about third-party delays: When the ball is in someone else’s court (a government office, opposing counsel, the courts), let the client know. Clients are much more patient when they understand the source of a delay. If a local authority search is taking 4 weeks longer than usual, explain that and show you’ve chased it. Transparency builds trust, whereas silence breeds suspicion.
- Leverage technology for client communication: Consider tools that help keep clients informed automatically. For example, client portal software or secure messaging apps can give clients 24/7 access to updates on their case status. Automated notifications (e.g. “Your contract has been sent to the other party today”) can save time and reduce inbound “just checking in” calls. Modern clients appreciate on-demand information – providing it can set your firm apart.
- Use plain language and confirm understanding: Make sure your communications (whether written advice or a quick phone call) are in plain English. Avoid legal jargon or, if you must use it, explain it briefly. After discussing next steps, ask the client if they have any questions or if everything makes sense. Encouraging questions can reveal misunderstandings early, so you can clarify and prevent bigger issues down the line. Ultimately, an informed client is a happier client.
Complaint handling: the fix is often simple
Even with the best intentions, some complaints will happen. How a firm handles those initial complaints (often called “first-tier” complaints) can make all the difference. A robust, empathetic complaints procedure isn’t just about compliance – it’s your last chance to turn an unhappy client around before they escalate the issue externally.
Surprisingly, many complaint situations can be resolved with a simple fix: listening and apologising where appropriate. Clients who feel wronged mainly want to be heard and taken seriously. Law firms should ensure that every complaint, no matter how small, receives a prompt and thoughtful response. That means acknowledging the client’s concerns and not dismissing them. A quick phone call or a meeting can often diffuse frustration by showing the client that the firm cares about their experience.
There are a few golden rules for effective complaint handling. First, respond quickly – an unacknowledged complaint is like an untreated wound; it only gets worse. Let the client know you’ve received their complaint and are looking into it. Next, when you respond substantively, avoid defensive language and legal jargon. A common mistake firms make is sending a reply that reads like a legal rebuttal, which can come across as cold or patronising. Instead, write in plain language, address each concern, and explain (briefly) what happened and why. If the firm made a mistake or could have done better, say so and apologise. A sincere apology upfront (“We’re sorry we didn’t communicate more clearly about the delay”) can greatly soften the client’s stance. It’s not about admitting liability in a legal sense – it’s about showing empathy for their inconvenience or stress.
Importantly, offer a remedy or next step if possible. Sometimes the solution is as simple as completing the work at a reduced fee, waiving a small charge, or agreeing on a plan to prevent the issue recurring. Often, however, the outcome of the case can’t change – what you can offer is an explanation and an assurance that you value the client’s feedback. Finally, treat every complaint as valuable insight for the firm. After resolving the issue, take a step back and ask: what could we tweak in our processes to avoid this happening again? Many leading firms regularly review their complaint logs to spot patterns (for example, if multiple clients complain about slow communication from one department, it’s a sign to investigate and improve that team’s practices).
Remember, a complaint handled well can actually increase client loyalty. Plenty of disgruntled clients have been turned into a firm’s biggest advocate simply because someone took their complaint seriously and addressed it with care. On the flip side, if a firm ignores or mishandles a complaint, it almost guarantees that the client will escalate to the Legal Ombudsman or broadcast their dissatisfaction online. In summary, a good first-tier complaints process – one that is prompt, clear, and human – can fix issues before they explode, and even strengthen your reputation for client care.
Strong communication = stronger reputation
Investing in better communication isn’t just about avoiding complaints – it’s also smart for business. Law is a referral-driven industry: happy clients refer friends and family, and they return when they need help in the future. When you keep clients informed, treat them with respect, and manage expectations well, you earn goodwill that translates into positive reviews and recommendations. In contrast, if clients feel you are aloof or unresponsive, they may complete their matter but quietly vow never to use or recommend your firm again.
There’s a direct link between client communication and a firm’s reputation. In the age of online reviews, even small firms find that their service quality (or lack thereof) becomes visible to prospective clients. A recurring theme in 5-star reviews is often “kept me updated throughout” or “very transparent and responsive.” These are hallmarks of good communication. Likewise, low-star reviews frequently cite “could never reach them” or “never explained what was happening.” By prioritising communication, firms can differentiate themselves in a crowded market as service-oriented and trustworthy.
Data also supports the idea that clear communication reduces costs and conflicts. Clients who understand what’s happening ask fewer repetitive questions, and they’re less likely to call in a panic. Fewer complaints mean less time spent on damage control and potentially less compensation paid out to resolve issues. Internally, when everyone is on the same page with the client, the legal work tends to progress more smoothly with less back-and-forth. In essence, making communication a strength of your practice creates a ripple effect: it lowers the chances of complaints, boosts client satisfaction, and thereby enhances the firm’s overall reputation and efficiency.
On a broader scale, firms that communicate well build long-term trust in their communities. Legal issues are often stressful for clients – they want an advisor who not only knows the law but also has their back when it comes to guidance and support. By showing through actions that you’ll keep them informed (good news or bad), you position your firm as a reliable partner in their legal affairs. That trust is invaluable; it can be the deciding factor for someone choosing your firm over another. Over time, a strong reputation for client care and communication will attract more clients who value peace of mind and respect – and it will set your firm up for sustained success.
What this means for future-proof law firms
Looking ahead, it’s clear that client experience will be a key competitive battleground for law firms. Price and legal expertise will always matter, but they’re not enough on their own – the differentiator is how well you serve the client throughout the journey. Forward-thinking firms are embedding client care as a core strategy, rather than treating it as a mere administrative task. This means training staff at all levels to communicate clearly and empathetically, using client feedback to improve, and celebrating successes in client service just as you would a big court win.
Technology will play a big role in the future of client communication. Younger, digitally savvy clients expect convenience and transparency. Firms that adopt modern tools – secure client portals, instant messaging updates, electronic document signing with progress trackers, even video conferencing for face-to-face updates – will meet those expectations and stand out. For example, some legal service providers are exploring informed consent platforms that go beyond a simple signature, ensuring the client truly understands each document through brief videos or audio explanations. These innovations aim to eliminate confusion and create a record of the client’s understanding, which can dramatically reduce disputes later. Embracing such technology aligns with the direction other industries have taken (like telemedicine in healthcare or live tracking in parcel delivery) – it’s about keeping the customer in the loop in real time.
Ultimately, a “future-proof” law firm is one that recognizes communication as an integral part of the service they provide, not an afterthought. Regulators like the Solicitors Regulation Authority (SRA) and the Legal Ombudsman are also nudging the profession toward greater transparency and fairness in client care. By getting ahead of the curve and prioritising clear, proactive communication now, firms not only reduce complaints but also build a resilient brand that can thrive on client trust. In a world where clients have plenty of choice and a platform to voice their dissatisfaction, law firms must differentiate themselves by the quality of their client relationships. That starts and ends with communication.
Frequently Asked Questions
What is the most common complaint about legal services in the UK?
The most common complaint raised by clients is about poor communication. According to recent Legal Ombudsman data, issues like not being kept updated, not having calls/emails returned, or generally feeling ignored make up the largest share of complaints. The next most common issue is delay or failure to progress a case. Often, these two go hand-in-hand – a client might accept that a legal process takes time, but they won’t accept being left in the dark about it. In short, UK clients complain most about lawyers who don’t communicate enough or clearly about what’s happening with their matter.
How can law firms improve their complaints process?
Firms can improve their complaints process by making it client-friendly, prompt, and sincere. Start by ensuring clients know how to complain – publish a clear procedure and mention it in your initial client care letter. When a complaint comes in, acknowledge it quickly (within a day or two) so the client feels heard. Assign a senior person or team to investigate fairly and objectively. In your response, use plain language, address each point raised, and apologize where appropriate for any inconvenience or lapse in service. Importantly, don’t be defensive – even if you disagree with the client’s view, show that you take their experience seriously. Offer to discuss the outcome by phone or meeting, not just by letter, to show openness. After resolving a complaint, reflect on what went wrong and whether any internal changes (more training, a new checklist, etc.) could prevent similar issues. A good complaints process isn’t about blame – it’s about continuously improving client service and rebuilding trust with an unhappy client.
Why do conveyancing delays lead to so many complaints?
Conveyancing (the legal work for buying and selling property) is a perfect storm for complaints because of high client expectations and many moving parts. Clients often have strict timelines – like needing to move in by a certain date or secure a mortgage rate – so any delay feels catastrophic. There are also many parties involved (buyers, sellers, banks, surveyors, local authorities), which means more chances for hold-ups outside the solicitor’s control. However, clients typically see their solicitor as the project manager for the whole transaction. So when there’s a delay (for example, slow searches or a last-minute issue in the property chain), clients will turn their frustration on the conveyancer, especially if they weren’t forewarned or kept updated. Poor communication magnifies these problems: if weeks go by with no update during a house purchase, clients naturally assume their lawyer is not being proactive. In essence, conveyancing delays lead to complaints because of the financial and emotional stakes of moving home, the complexity of the process, and sometimes a lack of clear communication from lawyers about what’s causing the delays.
Conclusion: Communication is the real differentiator
Legal outcomes matter, but how you make clients feel during the journey matters just as much. The evidence is overwhelming that communication – or the lack of it – is the number one driver of complaints against law firms. The solution is both simple and challenging: make client communication a priority at every stage of your service. That means setting expectations, keeping clients informed, being honest about hiccups, and showing empathy when issues arise. Law firms that do this will not only see fewer complaints, but also reap the rewards of happier clients, better reviews, and a stronger reputation.
i agree completely with this focus on communication. It’s why we built our platform with transparency and client understanding at its core. By ensuring clients truly understand what they’re agreeing to and by keeping communication clear, i agree helps firms reduce disputes and complaints from the outset. Now is the time for every law firm to review how they communicate – and invest in doing it better. The payoff is a practice that clients trust and recommend, and a lot less time spent firefighting complaints. In a competitive legal market, that’s a winning formula.
Internal links
- Consumer understanding reduces disputes and complaints – explains how clear communication leads to happier clients and far fewer complaints.
- Beyond e-signatures: why informed consent is the future of agreements – discussion of using voice, video and plain language to ensure clients truly understand what they sign.
- Future of agreements with voice and video consent in the UK – insights into how modern tools like voice/video consent can build trust and transparency in client agreements.
- 6 behavioral science insights to improve business communication – tips on simplifying and clarifying communication (using visuals, plain language, etc.) to better engage clients.
External links
- Legal Ombudsman data 2024/25 – poor communication and delays most common complaints (Today’s Wills & Probate, Nov 2025).
- Conveyancing complaints: poor communication and delays (Homebuilding & Renovating, Dec 2024).
- Sources of complaints (Law Society guide) – overview of top complaint causes and advice on preventing them through better client care.
- Why communication is an important part of your legal client’s experience (Thomson Reuters Legal Blog, Feb 2024).
