The Solicitors Regulation Authority has launched a public consultation on new rules for complaint handling by regulated law firms, after proposals in its October 2025 consultation were withdrawn.
The additional draft rules build on the reforms contained in the 2025 consultation, the SRA said, but “will not revisit” the earlier proposals.
Although the SRA formally asked the Legal Services Board (LSB) to approve a series of changes following the October consultation, including changes to when complaints information must be provided to a client and the requirement for complaints information to be clear, accessible and in a prominent place on firms’ websites, the request was withdrawn in January this year when the LSB indicated the changes would not be approved.
“Since then, we have been carefully considering the most up-to-date evidence and have continued to engage with stakeholders,” the SRA said.
The new consultation seeks views on three key reforms: targeted requirements on how solicitors and firms communicate with clients following a complaint; the publication of a complaints handling requirements statement; and the areas the SRA plans to cover in its new complaints handling guidance.
“We have launched a public consultation on additional new rules designed to make sure clients are being kept informed and up-to-date should they need to make a complaint to a regulated law firm,” the SRA explained in a statement announcing the consultation.
“The additional draft rules build further on proposed reforms we outlined following consultation in 2025, which would require law firms to make information on their complaints processes clearer and more proactively accessible to consumers. The proposed new rules require that: when a complaint is first made, clients are provided with a timeline for resolution [and] clients are given regular updates on the progress of their complaint.
“As well as these two new rules, the latest consultation also asks for feedback on a new ‘Complaints Handling Requirements Statement’ which will help law firms understand and comply with existing and new rules in this area.
“The new requirements being consulted on have been developed following discussions with the Legal Services Board (LSB). Working closely with the LSB has helped us to deliver what is needed to meet our requirements for front-line regulators on first-tier complaints handling.”
In 2025, firms reported receiving more than 41,000 first-tier complaints – the highest number the SRA has recorded since it began collecting data in 2012. The Legal Ombudsman found complaints handling had been poor in 46% of the complaints it investigated in the first three quarters of 2025-2026, citing issues including inconsistent or complex complaints processes and legal service providers having defensive attitudes when dealing with complaints.
The consultation seeks views on new proposals for changes to how solicitors and firms communicate with clients when a complaint has been raised, including providing a timeline for resolution and sharing regular updates.
Aileen Armstrong, SRA executive director, strategy and policy, said: “In the majority of cases, consumers receive the high quality, professional support from law firms they should expect. But in some cases, this does not happen.
“Where they need to make a complaint, it is important that people have readily accessible and clear information about how to raise any concerns, and that firms have open and transparent processes for dealing with such matters. We believe these proposed rules will play an important role in making sure all firms are working in the best interests of their clients.”
The consultation is open now and will close on 1st September. Final proposals, including the areas covered by the previous consultation, will then be submitted to the LSB for final approval.
