Complaints

Who to complain to

My Online Lawyer arranges your consultation and connects you with an SRA-regulated solicitor. The solicitor’s firm is responsible for the legal advice you receive.

• About our service, such as booking, communication or this website: contact us using the details on this page.
• About the legal advice or the solicitor’s work: the firm’s own complaints procedure applies. You’ll find it in the client care letter or terms the firm sends you. You can also send your complaint to us and we’ll pass it to the firm the same working day.

How to make a complaint

You can email, phone or write to us. Please tell us:

• your name and contact details
• the date of your appointment and the service you used
• what went wrong
• what you would like us to do to put it right

If you need help making a complaint, or need us to make adjustments (for example large print, or a phone call instead of letters), just let us know. There is no charge for making a complaint.

What happens next

1. We acknowledge your complaint in writing within 3 working days.
2. We look into it. This may include reviewing your file and speaking to the people involved, and we may contact you to clarify points.
3. We send you a full written response explaining what we found and what we will do, within 14 days where possible. If it will take longer, we will tell you why. You will always receive our final response within 8 weeks.

If you’re not happy with the outcome

If your complaint is about legal services and you are not satisfied with the final response, or it has not been resolved within 8 weeks, you may be able to ask the Legal Ombudsman to look at it. The service is free and independent.

You must normally contact the Legal Ombudsman within six months of the final response, and no more than one year after the problem happened (or one year after you should reasonably have known about it). The Legal Ombudsman deals with complaints from individuals, and from small businesses, charities, clubs and trusts below certain sizes.

Legal Ombudsman
Phone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Post: PO Box 6167, Slough, SL1 0EH
Website: www.legalombudsman.org.uk

Concerns about a solicitor’s conduct

If you are worried about a solicitor’s behaviour, for example dishonesty, discrimination or the way your money was handled, you can report it to the Solicitors Regulation Authority (SRA) at www.sra.org.uk or on 0370 606 2555.