What does a complaint to the Legal Ombudsman do?

[Llamasinpajamas]

Hello,

Just some advice really. Recently went through a v v stressful move exacerbated hugely by our incompetent lying solicitor. Ended in us almost being homeless with all our things having to be taken into storage for £1000+ a day. Thankfully are in and alls well that ends well but I was so unhappy I wrote a complaint to the pratice manager of the law firm we used just outlining all the issues and how dissatisfied we were.

He has replied saying he will look into it and if I am not satisfied with his response I can contact the legal ombudsman. Unless he comes back with nothing I don't plan on doing this at all but just wondered if you did what would the outcome be? And what would you want back from a complaint made about a solicitor? I'm not really sure what I am expecting maybe an apology? We have moved a few times so know the normal stresses etc but this was honestly next level!!

Bump. Anyone?

It depends on what the issue was?

That sounds awful OP - glad it's sorted now, but it sounds like it should never have happened in the first place. I'm a sol, and I'd be ashamed if I made a client feel the way you do now. You did not sign up for that level of service!

All regulated law firms should have a complaints policy, so ask for a copy of you don't have it already. The legal ombudsman (LEO) is there to help if you've gone through that process and you're not happy with the outcome (e.g. you don't think it has been fully investigated in line with the process, you're not happy with the resolution they're offering you etc)

Don't worry about LEO yet - cross that bridge when you come to it. Right now, focus on what you want to get out of the complaint. It sounds pretty clear to me that you want an apology and an explanation as to what when wrong. Do you want compensation for the costs you incurred as a result of the mistake (so storage, any alternative accommodation)? If so, make sure you give them copies of any payment receipts, and tell your sol that you want that dealing with as part of the complaint.

Once you decide what you need out of this process, you'll then be able to decide if you're satisfied with your sol's response, and if you need to get LEO involved. Hopefully it won't come to that - they're dealing with HUGE backlogs, and the LEO aren't exactly efficient in the first place...

I dealt with the Ombudsman once before and it was all very easy, not exactly quick but easy. They take everything into consideration and make a decision regarding compensation.

£1,000+per day storage? Has Her Majesty started renting out Buckingham Palace?

£1000 a day storage? Where are you storing your stuff? In a suite in the Savoy?

I'm considering the same op. Our solicitor has lied repeatedly and doesn't even care enough to follow the lie with actually doing what she said she has already done.

If you can’t agree in a resolution, generally you can refer to the ombudsman who will adjudicate, their decision is binding for both parties

Here’s past decisions to give you an idea:

www.legalombudsman.org.uk/information-centre/case-studies/