Complaints

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FORTHCOMING CHANGE: In October 2025, the SRA applied to the Legal Services Board (LSB) for approval of changes to its regulatory arrangements relating to first-tier complaints. See Practice Note: Complaints—law firms—Future changes.

The SRA does not deal with complaints from members of the public about the service they receive from solicitors and/or law firms, although there are SRA requirements relating to complaints.

The Legal Ombudsman (LeO) is responsible for dealing with complaints about service made by individuals and small businesses or charities about legal service providers. LeO operates under its Scheme Rules.

Lexcel is the Law Society’s voluntary practice management standard. Lexcel includes requirements relating to your complaints handling procedure and analysis of complaints trends. The requirements of the Lexcel standard should be considered compulsory for firms that have or are working towards Lexcel accreditation; they are not compulsory for other firms although they provide an indicator of good practice.

The framework for managing complaints is therefore much broader than the requirements of the SRA.

Regulatory requirements

Regulatory requirements are set out in Practice Note: Complaints—law firms.

Regulatory

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Latest Practice Compliance News

OFSI issues General Licence INT/2025/7895596

The Office of Financial Sanctions Implementation (OFSI) has issued General Licence INT/2025/7895596 under regulation 64 of the Russia (Sanctions) (EU Exit) Regulations 2019, SI 2019/855. The licence allows for the continuation of business operations involving Lukoil Bulgaria EOOD and Lukoil Neftochim Burgas AD, and any entities they own or control. The licence permits payments to or from the Lukoil Bulgaria entities under existing or new contracts, payments to or from other persons under such contracts, and the provision or receipt of economic resources from the Lukoil Bulgaria entities. The licence is effective from 14 November 2025 and expires on 14 February 2026.

ILTA publishes generative AI best practice guide for court-ordered disclosure

The International Legal Technology Association (ILTA) has published a Generative AI Best Practice Guide addressing how generative AI can be used responsibly in court-ordered disclosure exercises under Practice Direction 57AD. The guide, developed by litigation practitioners from multiple firms, aims to fill a regulatory gap as PD57AD predates generative AI technology. It emphasises that lawyers remain fully accountable for AI-generated content, referencing the Divisional Court's June 2025 decision in Ayinde v London Borough of Haringey, which confirmed solicitors and barristers face potential regulatory sanctions for failing to verify AI accuracy.

OFSI removes two expired general licences from active list

The Office of Financial Sanctions Implementation (OFSI) has removed two expired general licences from its active list. The licences, INT/2025/7345264 and INT/2025/7345464, were previously issued under the Iran Nuclear sanctions regime and have now been moved to OFSI’s list of expired general licences.

Practice Compliance weekly highlights—13 November 2025

This week's edition of Practice Compliance weekly highlights includes UK sanctions updates on the shift to a single UK Sanctions List, updated Iran and DPRK sanctions guidance; the publication of the SRA source of funds and wealth thematic review and the SRA statement on the HMT decision to transfer AML supervision to FCA; the EDPB’s opinion on Brazil’s adequacy; and Law Society practice updates on Mazur guidance, LeO’s 2026/27 plan, and further updates on record UK modern slavery referrals.

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