Raise a concern early.
On a real practice website, you could contact the solicitor responsible for your matter and explain what needs attention. If it remained unresolved, you could ask for the practice's written complaints procedure and the person responsible for reviewing it.
A fair written response.
The practice would explain how it reviews a concern, the next steps and the response arrangements. It would also provide information about any relevant independent route for escalation.
If a complaint is not resolved.
The Legal Ombudsman can look at a complaint independently if the practice cannot resolve it, and doing so does not affect how the practice handles your case. It will first check that you have tried to resolve the complaint with the practice. You must then take it to the Legal Ombudsman within six months of receiving the practice's final response, and no more than one year from the date of the problem, or from when you should reasonably have known there was cause for complaint.
Concerns about behaviour.
The Solicitors Regulation Authority can help if you are concerned about a solicitor's or a firm's behaviour, for example dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability or another characteristic.
This is an illustrative process.
Ashcombe & Vale is fictional and does not provide legal services. No complaint can be sent here. This page demonstrates where a real practice would publish its confirmed procedure and current regulatory information.
Updated 2 November 2026.