If you hire a solicitor, you deserve clear costs, good communication, and a service you can rely on. Unfortunately, the Legal Ombudsman’s latest report shows that too many firms are still falling short.

What is the Legal Ombudsman?

The Legal Ombudsman (often shortened to “LeO”) is the independent body set up by the government to handle complaints about lawyers in England and Wales. If a client feels their solicitor has overcharged, delayed, ignored them, or otherwise provided poor service, they can complain first to the firm, and then, if unresolved, to the Ombudsman.

LeO investigates thousands of complaints each year and publishes case studies to highlight common mistakes. It is not a regulator (that’s the Solicitors Regulation Authority), but it does have the power to order compensation or refunds when it finds that a client has been treated unfairly.

What the Ombudsman has found

This month, LeO released details of ten more cases where law firms had got things badly wrong. The issues ranged from charging far more than a client expected, to missing deadlines, or simply failing to respond. The Ombudsman stressed that it was not “naming and shaming,” but rather using these examples to show the profession what needs to change.

Here are some of the common types of issues LeO flagged (in that set of ten and in related commentary):

1. Missed deadlines / delays

   Some firms failed to adhere to agreed timelines (for example, not delivering documents, failing to respond to clients) and didn’t communicate changes of plan. 

2. Poor or absent communication

   Clients complained about not being kept informed, not receiving updates, or being ignored when they asked questions. 

3. Inadequate disclosure of cost expectations or surprises in billing

   In several cases, clients were surprised by additional charges or costs beyond what they had anticipated. 

4. Failure to properly manage third-party delays

   LeO emphasised that even if a delay is caused by someone outside the lawyer’s direct control, the firm must proactively manage it, anticipate risk, and communicate to the client. 

5. Lack of clarity / failure to provide promised documentation or deliverables

   In some instances, clients did not receive documents or outputs that had been promised or expected. 

These are not minor oversights. For a business client relying on legal advice or contracts, delays or miscommunication can mean missed opportunities, financial loss, or damaged relationships. The point is: many of these failures were not caused by unforeseeable disasters — they were, at root, failures of internal process, planning, oversight, or client management.

The fact that LeO is continuing to see these same categories of error (year after year) suggests that many firms still haven’t internalised the lessons.

Why I take a different approach

I don’t claim to be perfect, but I firmly believe that most of these mistakes are avoidable. The way I run my practice is built around a few straightforward principles:

1. Clear pricing from the start

   Wherever possible, I agree on a fixed fee at the outset. That way, you know exactly what the cost will be, and you can budget for it. If the scope of the work changes, we talk about it immediately – there are no nasty surprises down the line.

2. Doing what I say I’ll do, when I say I’ll do it

   Missed deadlines and unreturned calls* are some of the biggest sources of complaints. If I promise you a draft by Friday, you’ll have it by Friday. And if something unforeseen does delay things, you’ll hear it from me first.

3. Managing capacity so I can deliver excellent service

   Many errors happen because lawyers try to juggle too much at once. I make sure I only take on the work I can deliver properly, and I build in systems and checklists so nothing gets missed.

*with calls, I recommend we arrange a mutually convenient time for us to speak, rather than you randomly call, hoping that I’ll be free. Saves us both time.

What this means for you

If you are a business owner thinking of instructing a solicitor, the Ombudsman’s report is a timely reminder to choose carefully.

• Ask about fees upfront – try to get a fixed fee. Most lawyers will be reluctant. If they give you an estimate, ask them to make it a cap at least
• Ask how communication will work – will you get regular updates each day, week or month, or just randomly?
• And pay attention to whether the solicitor is realistic about timescales and capacity – ask them directly if they have sufficient capacity.

You can also check out a firm’s reviews, on places like Google, Review Solicitors, Trustpilot and social media.

For my clients, these aren’t afterthoughts – they’re built into the way I work.

The goal is simple: to give you certainty, clarity, and confidence at every stage.

It’s Remarkablaw®️